Refund and Returns

Refund Policy for Bespoke Products (UK)

At Ashtree Marine, we take great care in crafting bespoke, made-to-order products tailored specifically to your requirements. This policy outlines your rights and our obligations under UK consumer law when it comes to refunds and returns for such personalised goods.

1. No Right to Cancel for Bespoke Goods

Under the Consumer Contracts Regulations 2013, consumers ordinarily have a 14-day right to cancel an online or distance order. However, this right does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

Accordingly, orders for bespoke products are non-refundable and cannot be cancelled once the order has been placed and confirmed, unless the product is:

  • Faulty,

  • Not as described, or

  • Not fit for purpose.

For Subscription Products these are billed annually. We do not offer full or partial refunds once the subscription has been used. If you find you have double purchased a subscription or similar and no data has been loaded we are happy to refund the subscription amount outstanding at the time of the refund request until the end of the subscription period. 

2. Faulty or Non-Conforming Products

If your bespoke item is faulty, damaged on arrival, or does not conform to your specification:

  • You are entitled to a repair or replacement in accordance with the Consumer Rights Act 2015.

  • If a repair or replacement is not possible, you may be eligible for a partial or full refund.

You must notify us of the issue within 30 days of receiving the item, along with evidence (such as photographs) and details of the problem.

3. How to Report a Problem

To report a fault or non-conformity, please contact us at:

Email: support@ashtree-marine.com
Phone: +44 01373 837 331
Postal Address: Ashtree Marine Limited, Castle House, Church Street, Nunney, Frome, Somerset. UK BA11 4LW

Please provide your order number and a detailed description of the issue. We may request photos or for the item to be returned for inspection.

4. Return Costs

If the product is confirmed to be faulty or not as ordered:

  • We will cover the reasonable cost of returning the item to us.

  • If a return is not required, we may arrange a collection or request disposal.

5. Exceptions

We are not obligated to offer refunds or replacements if:

  • The issue results from misuse, neglect, or accidental damage after delivery.

  • The product matches the specifications agreed upon at the time of order but is no longer wanted.

This policy does not affect your statutory rights.