Tilia Craft Website Terms and Conditions
Definitions
- “You” or “Buyer”: Refers to the individual, company, or entity placing an order or using the Tilia Craft website.
- “We,” “Us,” or “Our”: Refers to Tilia Craft.
- “Goods” or “Order”: Refers to any products or services provided by Tilia Craft.
- “Website”: Refers to Tilia Craft’s online platform.
Introduction
By accessing or using the Tilia Craft website, you agree to abide by the terms and conditions outlined here. If you do not accept these terms, please refrain from using the website. We reserve the right to update these terms without prior notice, so please review them regularly to stay informed.
Products and Services
Tilia Craft specialises in creating custom-designed medals, trophies, and gifts using a variety of materials, including wood, slate, mirror, and 3D-printed elements. All products are handcrafted, and due to the natural materials used, slight variations in appearance may occur. These variations are not considered defects but rather unique features of the products.
Ordering from Us
Placing Your Order
- Orders can be placed through our website or via email. Once your order is received, we will send you an acknowledgment and an invoice via email.
- Acceptance of your order occurs when the goods are dispatched, not at the point of payment. If for any reason we cannot fulfill your order, we will notify you promptly.
Personalised & Customised Products
- All personalised and custom orders are produced based on the exact details provided by you. Please ensure all information is correct when placing your order, as we cannot be held responsible for errors made by the Buyer.
- A proof may be sent for your approval. Delays in approving proofs may result in delayed production and delivery.
Materials and Colours
- We use a wide range of materials, including wood, slate, and 3D-printed elements. Due to the nature of these materials, slight variations in colour, texture, engraving, or finish may occur.
- For coloured wooden products, we use hand-applied acrylic inks and paints, which may result in slight differences in colour brightness and tone due to the natural properties of wood.
Payment
- Payment of the deposit invoice is required before production begins. An invoice will be issued upon order confirmation.
- Payment of the final invoice is required within 14 days of issue.
- Payment is accepted via bank transfer. Tilia Craft does not store any payment details.
Delivery and Shipping
- Delivery times will be communicated upon order confirmation. While we strive to meet quoted lead times, delays may occur due to unforeseen circumstances.
- Most orders are shipped via Royal Mail using their Tracked 48 service. Please advise at the time of ordering if you require a different courier or faster service. Tracking information will be provided when applicable.
- Large or bulk orders may require additional delivery time.
Postage and Packaging
- Postage and packaging costs are calculated at dispatch and included in your final invoice.
Returns, Cancellations, and Refunds
Custom and Personalised Products
- Due to the bespoke nature of our products, returns and refunds are not accepted unless the item is faulty or damaged upon arrival.
- If you believe your item is faulty, please contact us within 14 days of receipt with photographic evidence. We will work with you to resolve the issue through a replacement or refund.
Order Cancellations
- Orders may be cancelled before production begins. Once production has started, cancellations cannot be processed.
Intellectual Property
All designs, content, and products created by Tilia Craft remain the intellectual property of Tilia Craft. Buyers may not copy, reproduce, or distribute any content or designs without prior written permission.
Circumstances Beyond Our Control
Tilia Craft is not liable for delays or failure to fulfill orders due to circumstances beyond our control, including but not limited to: natural disasters, adverse weather conditions, transportation disruptions, or industrial actions.
Contacting Us
If you have any questions or require assistance, please contact us via email at matt@tiliacraft.co.uk. We are here to help!