Our Terms & Conditions are being finalised. The commercial terms that apply to your project — pricing, payment, production approval, delivery, and cancellation — are set out in the quotation and order documents we agree with you.
Last updated: October 19, 2026
4.1 Our Approach
We do not treat this as a standard retail returns situation, and we do not operate on an “all sales are final” basis, and we do not operate a “no refunds under any circumstances” clause. Most of our customers are businesses making one-off custom items for a specific space, and you cannot reuse or resell an item made for your premises.
What we will not do is disappear when something goes wrong. If an item is defective, damaged in transit, or does not match what we both confirmed, we want to hear from you and put it right.
Where an issue is our fault or the product’s fault, we will offer a remedy. Where the issue is a misunderstanding about what was agreed, we will explain what was agreed and why.
4.2 What This Policy Covers
Covered — we will assess a remedy for:
- Manufacturing defects
- Items damaged in transit
- Quality problems not disclosed at the point of sale
- Items materially different from the approved proof or confirmed specification
- Incorrect quantities shipped
- Missing components
Not covered:
- Normal manufacturing variation within agreed tolerances (see Terms, section 2.11)
- Damage caused after delivery through misuse, incorrect installation, or modification
- Normal wear, or issues caused by the installation environment
- Changes of mind about a confirmed configuration
- Items affected after you modified, painted over, or re-mounted them
4.3 Refund Position by Project Stage
The eight stages below are the canonical project model for LobbyBrand. The same eight stages, in the same order and with the same names, appear in the Cancellation Policy section 5.3. They are not restated differently anywhere else in our policies.
| # | Stage | Position |
|---|---|---|
| 1 | Inquiry Submitted | You may cancel. No charge. Nothing has been ordered and nothing has been paid. |
| 2 | Quote Not Yet Accepted | You may cancel. No charge. No contract has been formed. |
| 3 | Quote Accepted but Not Paid | Cancellation is available and no charge applies, except where a separately agreed paid service was engaged at this stage. |
| 4 | Payment Received, Work Not Yet Started | A cancellation request will be accepted. Any amount already paid is handled according to the prior agreement between us and the costs actually incurred, which must be reasonable and not recoverable. |
| 5 | Design Preparation or Material Procurement | Handled according to design, procurement, and other related costs that have actually been incurred and cannot reasonably be recovered. |
| 6 | Custom Production Started | A cancellation is not accepted as of right. Where there are exceptional circumstances, we will discuss the position case by case. |
| 7 | Production Completed, Not Yet Shipped | A cancellation requested because of a change of mind is not accepted. Quality issues are handled under sections 4.4 and 4.5. |
| 8 | Shipped or Delivered | Ordinary change-of-mind returns are not accepted. Production errors, transit damage, and departure from the confirmed specification are handled under sections 4.4 and 4.5. |
We do not apply a fixed percentage cancellation charge at any stage, and we do not apply an automatic deduction of 30%, 50%, or any other fixed proportion. Any cost applied is limited to what was actually incurred, what is reasonable, and what complies with the agreement between us and with applicable law. We will explain what a deduction is for before it is applied.
4.4 Production Errors and After-Sale Service
Where an issue is verified as a production error, transit damage, or a departure from the confirmed specification, we may provide one or more of the following, depending on what is practical and appropriate in the circumstances:
- Repair — correction of the affected item where that is feasible
- Replacement — supply of a conforming replacement
- Remanufacture — production of the item again to the confirmed specification
- An appropriate refund — where repair, replacement, or remanufacture is not workable
These are the remedies we may offer, not an unconditional guarantee of any one of them in every situation. Which remedy applies depends on what is verified, what is economical and sensible at that stage of the order, and what is agreed with you.
If we cannot agree on a remedy, the position in section 2.17 of our Terms & Conditions applies once a governing law clause has been confirmed.
4.5 Claim Window and Evidence
To assess a claim fairly, we need to see the problem.
Please contact us as soon as possible, and ideally within 5 business days of delivery. That is a reporting instruction so that we can assess the claim while the evidence is still available. It is not a deadline that removes your rights: claims made later are still considered, and nothing in this section limits any right or remedy you have under applicable law.
Please include:
- Your order or quotation reference
- Clear photographs of the item and the fault
- A short description of what is wrong
- Where relevant, the room or installation context
We will acknowledge your claim and confirm the next step as soon as reasonably practicable, and we will tell you what we are doing about it.
Claims made without supporting photographs are difficult for us to action fairly against a production facility, because after that point it becomes difficult to establish whether an issue arose in production, in transit, or after delivery.
4.6 Refund Method and Timing
Where a refund is agreed, it is returned to the original payment method.
After a refund has been reviewed and approved in writing, we will initiate the refund within 10 business days. The date the funds actually reach you is not within our control and depends on your bank or payment service provider, which may add further time.
4.7 Excluded Consumer Rights
Where you are a consumer rather than a business, and consumer protection law in your jurisdiction gives you rights that cannot lawfully be excluded, this policy does not limit those rights. The same applies to any other right you have under applicable law that cannot lawfully be excluded.