Terms and Conditions
Last updated: 31 July 2026
1. About Nuthatch Creations
Nuthatch Creations is the trading name of Nuthatch Creations
Our contact details are:
Business address:
Nuthatch Creations
58 New Road
Bromyard
Herefordshire
HR7 4AN
Email:nuthatchcreationsuk@gmail.com
Telephone: 07949 432458
Website:www.nuthatchcreations.co.uk
In these terms, “Nuthatch Creations”, “we”, “us” and “our” refer to the business operating under the Nuthatch Creations name. “You” and “your” refer to the person purchasing from us.
Please read these terms before placing an order. They explain how orders are accepted, how our products are made and delivered, and the rights and responsibilities of both you and Nuthatch Creations.
Please contact us before ordering if there is anything in these terms that you do not understand.
2. When these terms apply
These terms apply to:
ready-made products purchased through our website, including serving boards;
one-of-a-kind furniture shown as available or in stock;
bespoke and made-to-order furniture;
quotations, designs and commissions that state that these terms apply; and
associated delivery and installation services.
Our separate Delivery & Returns Policy forms part of these terms.
These terms are written principally for customers purchasing wholly or mainly for personal use. Different terms may apply where someone is purchasing wholly or mainly for business purposes. Please contact us before ordering on behalf of a company, organisation or other business.
3. Our products
We sell a mixture of:
ready-made serving boards and smaller wooden products;
one-of-a-kind, ready-made furniture;
furniture made to an agreed size, design or specification; and
bespoke design, making, delivery and installation services.
We make every reasonable effort to describe and photograph our products accurately.
Images on our website are provided to help illustrate the product. Screen settings, lighting and photography can affect how colours appear, so the colour shown on a screen may not exactly match the finished timber.
Measurements given for handmade products are approximate unless we expressly agree that a particular measurement is exact.
4. Natural timber
Wood is a natural material. Every piece has its own grain, colour, figuring and character.
Natural timber may include:
variations in colour and grain;
knots and small natural markings;
mineral streaks;
figuring;
waney or naturally shaped edges;
historic marks within the timber; and
small changes caused by temperature, moisture and seasonal humidity.
These features are part of the character of real British timber and are not normally faults where the product is consistent with its description, photographs and the specification agreed with you.
We will tell you about any particularly prominent feature that we believe may materially affect the appearance or use of a bespoke piece.
Natural movement does not remove your rights if a product is faulty, unsafe, not as described or not made with reasonable care and skill.
5. Placing an order for a ready-made product
When you place an order through our website, you are offering to purchase the product subject to these terms.
You will receive an automated email acknowledging your order. This acknowledgement does not necessarily mean that we have accepted the order.
We accept an order when we send confirmation that the product has been dispatched, confirm that specialist delivery is being arranged or otherwise expressly confirm that we have accepted it.
We may be unable to accept an order because:
the product is no longer available;
there has been an obvious pricing or description error;
we cannot deliver to the address provided;
the payment cannot be authorised; or
the order appears to be fraudulent or unlawful.
If we cannot accept an order after payment has been taken, we will contact you and issue a full refund without unnecessary delay.
6. Bespoke and made-to-order furniture
Bespoke projects normally begin with a discussion about your requirements, followed by a quotation, design, specification or drawing.
The project contract is formed when:
you confirm in writing that you wish to proceed;
you approve the quotation and any relevant specification or design;
you agree to these terms; and
we receive any deposit or initial payment stated in the quotation.
Your quotation or order confirmation will normally identify:
the furniture being commissioned;
the agreed dimensions;
the timber, finish and principal design details;
the price and payment schedule;
the estimated lead time;
delivery and installation arrangements; and
any work or services that are not included.
The quotation, approved drawings, written specification, these terms and our Delivery & Returns Policy together form the agreement between us.
If there is a conflict between these general terms and a specific written term in your quotation, the specific written term in the quotation will take priority.
7. Measurements, designs and customer approval
Please check all measurements, drawings, material choices, finishes and other specifications carefully before approving a bespoke order.
Where you provide measurements, you are responsible for making sure they are accurate.
Where we carry out and expressly include a site measurement as part of our service, we will be responsible for taking those measurements with reasonable care and skill.
Before approving a piece, please make sure that:
it is suitable for the intended room and use;
it will fit through relevant doors, hallways and stairways;
there is enough room to assemble or install it;
the delivery vehicle can reasonably reach the property; and
you have told us about restricted access, steps, parking restrictions or other relevant difficulties.
We are not responsible for problems caused by inaccurate information or measurements supplied by you. However, we will always try to work with you to find a practical solution.
Approval of a drawing confirms the overall design and dimensions. Because our furniture is handmade from natural timber, minor construction details may be adjusted where reasonably necessary to make the piece safely and effectively.
We will obtain your agreement before making any change that materially alters the appearance, dimensions, price or function of the furniture.
8. Changes to a bespoke order
Please contact us as soon as possible if you wish to change an approved order.
We will tell you whether the requested change is possible and whether it will affect:
the price;
the amount of timber or other materials required;
the design;
the lead time; or
the delivery or installation arrangements.
No material change will be made until it has been agreed in writing.
We may charge a reasonable additional amount for extra materials, design work, labour or other costs resulting from an agreed change.
9. Prices
Prices are stated in pounds sterling.
Prices include any taxes that we are legally required to charge, unless the quotation or product page clearly states otherwise.
The price for a ready-made product is the price shown when the order is placed.
The price for bespoke furniture will be set out in the quotation. Unless the quotation states otherwise, delivery, assembly or installation is included only where it is specifically listed.
We take reasonable care to ensure our prices are correct. If we discover an obvious error before accepting an order, we will contact you. You may then either proceed at the correct price or cancel the order for a full refund.
We will not increase an agreed price after the contract has been formed unless:
you request and approve a change to the order;
additional work becomes necessary because information supplied by you was incomplete or inaccurate; or
we both agree to the change in writing.
10. Deposits and staged payments
The deposit and payment schedule for a bespoke project will be set out in the quotation or order confirmation.
A deposit allows us to reserve workshop time and may also be used to purchase timber, hardware and other materials specifically for your project.
Payments must be made by the dates shown in the quotation or invoice.
If a payment becomes overdue, we may pause work after contacting you and giving you a reasonable opportunity to make the payment. Any resulting delay may affect the completion date.
Ownership of a bespoke piece does not pass to you until we have received all sums due under the contract.
We do not automatically retain every deposit in full if an order is cancelled. Any amount retained will be based on costs reasonably incurred, work already completed, materials ordered or committed to the project, and other reasonable losses caused by the cancellation.
11. Lead times
Lead times for bespoke furniture depend on:
the complexity and size of the project;
workshop capacity;
timber and material availability;
the time needed for design approval;
finishing and drying times; and
delivery company availability.
When workshop capacity allows, a typical furniture commission may take approximately six weeks from final approval and receipt of the required initial payment. This is an indication rather than a universal promise.
We will provide an estimated lead time before accepting a bespoke order.
If we become aware of a significant delay, we will contact you, explain the reason and provide a revised estimate.
Where a specific completion or delivery date is essential, it must be agreed by us in writing before the contract is formed.
If a delay becomes substantial, we will discuss your options with you, including cancellation and a refund where you have a legal or contractual right to cancel.
12. Delivery
Full details are provided in our Delivery & Returns Policy.
Serving boards and smaller products
Serving boards shown as in stock are made in advance and ready to send.
Standard UK delivery for serving boards is free unless the product page clearly states otherwise.
The estimated dispatch and delivery period will be shown on the website or confirmed with your order.
Ready-made coffee tables
Ready-made coffee tables are delivered by a specialist furniture delivery company rather than an ordinary parcel service.
The delivery cost and estimated timescale will be shown on the product page or confirmed before we accept the order.
The delivery company will normally contact you to arrange a suitable delivery date and time.
Bespoke and made to order furniture
Once the furniture is complete, we or our specialist delivery company will arrange delivery with you.
Delivery, assembly and installation arrangements will be set out in your quotation or order confirmation.
The workshop completion date and the delivery date may be different because specialist deliveries depend on collection routes, location and courier availability.
Access and attendance
You are responsible for providing accurate delivery information and making sure that someone is available at the agreed time.
Please ensure that access is safe, clear and suitable for the item being delivered.
If a delivery cannot be completed because:
nobody is available at the agreed time;
the address or access information supplied was incorrect;
access was not reasonably suitable; or
we were not told about a significant access restriction,
we may charge the reasonable direct cost of storage, redelivery or additional work. We will explain the cost before arranging another attempt wherever reasonably possible.
This does not apply where the failed delivery was caused by us or the delivery company.
13. Delivery damage
Please inspect furniture and packaging as soon as reasonably possible after delivery.
If you notice damage, please contact us promptly and provide photographs of:
the complete product;
the damaged area;
the packaging; and
the delivery label, where relevant.
For large furniture, please do not arrange an independent return before speaking to us.
Reporting delivery damage promptly helps us investigate the matter with the delivery company. It does not reduce or remove your statutory consumer rights.
Risk of accidental loss or damage passes to you when the product is delivered into your physical possession or to someone identified by you to receive it.
14. Cancelling a ready-made online order
This section applies to ready-made products purchased online, including serving boards and completed coffee tables.
You may cancel an eligible online order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning on the day after you, or someone nominated by you, receives the product.
After notifying us, you must return the product within a further 14 days.
You can cancel by emailing us, writing to us or using the cancellation form at the end of these terms. You do not have to use the form.
If you cancel before the product has been dispatched, please contact us as quickly as possible.
15. Returning a ready-made product
Please contact us before returning a product so that we can provide the appropriate return address and instructions.
You are responsible for the direct cost of returning a product when you are cancelling because you have changed your mind, unless we have agreed to pay that cost.
Serving boards should be returned using a suitable and appropriately insured postal or parcel service.
Large furniture must be returned using a suitable specialist furniture carrier. We will provide or display a reasonable estimate of the likely return cost before the order is placed. We can also help you obtain or arrange a collection quotation.
You are responsible for looking after a product while it is in your possession.
You may inspect it as you would be able to in a shop. We may make a reasonable deduction from the refund if the product’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and function.
Please package returned products carefully. You may be responsible for damage caused by inadequate return packaging.
16. Refunds following cancellation
When you exercise your legal right to cancel a ready-made online purchase, we will refund:
the price paid for the product; and
the cost of standard outbound delivery, where a delivery charge was paid
If you selected a delivery service that cost more than our standard delivery service, we are not required to refund the additional amount.
We will issue the refund within 14 days of:
receiving the returned product; or
receiving evidence that you have sent it back,
whichever happens first.
We will normally issue the refund using the original payment method unless we agree otherwise.
17. Bespoke and personalised orders
The statutory right to cancel an online order because you have changed your mind does not normally apply to goods that are genuinely made to your specifications or clearly personalised.
This may include furniture made to your approved:
dimensions;
design;
timber selection;
finish;
configuration; or
other individual requirements.
We will make it clear before the order is confirmed where we consider the product to be custom-made or personalised.
A product is not necessarily excluded from cancellation rights simply because it is described as “made to order”. The exclusion applies where it has genuinely been made to the customer’s specifications or clearly personalised.
Please contact us immediately if you wish to cancel a bespoke order.
Even where there is no statutory change-of-mind cancellation right, we will consider whether the project can be stopped.
Depending on the stage reached, you may be responsible for reasonable amounts covering:
design work already carried out;
workshop time already used;
timber and materials ordered or cut for the project;
non-refundable supplier commitments;
work already completed; and
other reasonable losses directly caused by the cancellation.
We will provide an explanation of any amount retained or still due. Any payment exceeding our reasonable costs and losses will be refunded.
Nothing in this section affects your rights where furniture is faulty, not as described or not made in accordance with the agreed specification.
18. Faulty, damaged or misdescribed products
We are legally responsible for supplying products that are:
of satisfactory quality;
fit for any particular purpose made known to us and accepted by us;
as described; and
consistent with the agreed specification.
Services must be carried out with reasonable care and skill.
Please contact us if you believe a product is faulty, unsafe, damaged, not as described or not consistent with the agreed specification.
Depending on the circumstances and your statutory rights, the appropriate remedy may include:
repair;
replacement;
correction of the work;
a price reduction; or
a refund.
Where a product is genuinely faulty or not as described, we will bear the reasonable cost of returning or collecting it.
Nothing in these terms restricts your statutory consumer rights.
19. Furniture care and use
We may provide care instructions with a product. Following these instructions will help protect the timber and finish.
Please take reasonable care to protect furniture from:
prolonged standing water;
excessive heat;
very high or very low humidity;
harsh or unsuitable cleaning products;
outdoor use where the product was made for indoor use;
dragging, impact or misuse; and
alterations or repairs carried out without appropriate knowledge
We are not responsible for damage caused by misuse, neglect, unsuitable storage, failure to follow reasonable care instructions or an unauthorised alteration.
This does not exclude our responsibility for an underlying fault or remove your statutory rights.
20. Installation
Where installation is included, we will carry it out with reasonable care and skill.
You must provide:
safe and reasonable access;
a clear working area;
accurate information about the property;
access to electricity where reasonably required; and
information about any known concealed pipes, wiring, structural concerns or other hazards.
Unless the quotation states otherwise, installation does not include decorating, plastering, electrical work, plumbing or making good areas beyond what is reasonably necessary to install the furniture.
If unexpected site conditions mean that additional work is necessary, we will explain this and agree any additional cost with you before proceeding.
21. Events outside our reasonable control
We are not responsible for a delay caused by an event outside our reasonable control, such as:
serious illness or emergency;
extreme weather;
fire, flood or major workshop damage;
failure or delay by a timber supplier;
transport disruption;
industrial action;
government restrictions; or
failure of essential utilities or machinery.
We will contact you as soon as reasonably possible, explain what has happened and take reasonable steps to minimise the delay.
If the event causes a substantial delay, we will discuss your options, which may include ending the contract and receiving a refund for products or services that have not been supplied.
22. Our responsibility to you
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.
We are not responsible for a loss that was not reasonably foreseeable when the contract was formed.
Where you purchase as a consumer, we are not responsible for business losses, including loss of profit, revenue, business opportunity or business interruption.
Nothing in these terms excludes or limits responsibility where it would be unlawful to do so, including responsibility for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
faulty or misdescribed goods;
services not carried out with reasonable care and skill; or
any other statutory consumer right that cannot legally be excluded.
23. Website content and intellectual property
The photographs, written content, designs, drawings, branding and other material on our website belong to Nuthatch Creations or are used with permission.
They may not be copied, reproduced or used commercially without our written permission.
Design drawings created for a bespoke project may be used by you to review and approve that project. They may not be supplied to another maker for commercial reproduction unless we have agreed otherwise in writing.
This does not prevent you from keeping copies of documents relating to your own order.
24. Personal information
We use personal information to manage enquiries, process orders, take payment, arrange delivery, provide customer service and comply with our legal obligations.
Further information about how we use and protect personal information is provided in our Privacy Policy.
25. Complaints
We hope that any concern can be resolved quickly and fairly.
Please contact us using:
Email:nuthatchcreationsuk@gmail.com
Telephone: 07949 432458
Post: Nuthatch Creations, 58 New Road, Bromyard, Herefordshire, HR7 4AN
Please include your name, order number and a clear description of the issue.
We will acknowledge the complaint and aim to provide a substantive response within a reasonable period.
26. Changes to these terms
We may update these terms from time to time.
The terms applying to an order will be those made available to you when the contract is formed. A later change will not retrospectively alter an existing order unless we both agree to it or the change is required by law.
27. Governing law
These terms are governed by the laws of England and Wales.
If you live elsewhere in the United Kingdom, you retain any mandatory consumer protections that apply where you live.
You may bring legal proceedings in the courts of the part of the United Kingdom in which you live.
28. If part of these terms is unenforceable
If a court or other competent authority finds that one part of these terms is unlawful or unenforceable, the remaining terms will continue to apply.
Model Cancellation Form
Complete and return this form only if you wish to cancel an eligible ready-made online order. You may also cancel by contacting us directly.
To:
Nuthatch Creations
58 New Road
Bromyard
Herefordshire
HR7 4AN
Email:nuthatchcreationsuk@gmail.com
I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods:
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Signature of customer, only if this form is submitted on paper:
Date: