Refunds & Returns
At Forge & Lumber, we stand behind the quality of our products and want you to be completely satisfied with your purchase. If for any reason you're not satisfied with your order, we offer a comprehensive returns policy that meets consumer protection laws in the markets we serve.
Our standard returns policy
Our returns policy applies to all items purchased directly from Forge & Lumber. If you're not completely happy, you may return your item for a refund within 30 days of receiving your order. If you're returning simply because you've changed your mind, we reserve the right to apply a 10% restocking fee (this does not apply to UK or EU customers cancelling within their 14-day statutory period — see below). We also offer size exchanges within 90 days of receiving your order.
To start a return or exchange, please contact our customer service team with your order number and the reason for your request. (UK and EU customers — see the section below on your statutory right to cancel.)
For change-of-mind returns, items must be returned in their original condition — unused and undamaged, with all original packaging and tags intact. We reserve the right to refuse a refund where returned items don't meet these criteria.
Once we receive your return, we'll inspect it against the above. If eligible, we'll refund the original payment method within 7–10 business days.
For change-of-mind returns, shipping and handling charges are non-refundable, and you're responsible for return shipping costs. We recommend using a trackable service, as we can't be responsible for packages lost or damaged on the way back to us.
Faulty or damaged items
If your item arrives damaged, or develops a fault, please contact us straight away and we'll put it right. The conditions above for change-of-mind returns do not apply to faulty items, and we cover the reasonable cost of returning a faulty item to us.
Faulty goods are covered by your legal rights as a consumer, which this policy does not affect. These include your rights under the Consumer Rights Act 2015 in the UK, the legal guarantee of conformity of at least two years from delivery in the EU, the consumer guarantees under the Australian Consumer Law, and the Consumer Guarantees Act 1993 in New Zealand. Our one-year warranty is offered in addition to these rights — see our Warranty page for full details.
UK and EU customers: your right to cancel
If you're a consumer in the UK or the EU, you have a statutory right to cancel (withdraw from) your order within 14 days of receiving your item, without giving a reason. This sits alongside our standard policy above; where the two differ, the terms in this section apply to your statutory cancellation.
EU customers can use the withdrawal function on our website — no account needed, and no need to contact us first. UK customers can cancel by contacting us at info@forgeandlumber.com with your order number. We'll confirm your request by email. After cancelling, please return the item within 14 days. You're responsible for the direct cost of return postage. We'll refund all payments received from you, including standard outbound delivery, within 14 days — though we may wait until we've received the goods back, or you've provided proof of return, whichever is earlier. We don't apply a restocking fee to a valid cancellation. You're welcome to handle the item as you would in a shop to check it; we may reduce your refund only to reflect any loss in value from handling beyond that.
Items excluded from the right to cancel
Certain items are exempt from the statutory right to cancel under UK and EU law (regulation 28 of the Consumer Contracts Regulations 2013 and Article 16 of Directive 2011/83/EU). This includes rings engraved to your specification, made to a custom or non-standard size, or otherwise personalised or bespoke. Where this applies, it's clearly marked on the product page before you order. Items damaged through wear, alteration, or improper care are not covered.
Postal / return address:
Forge & Lumber, PO Box 3738, Wokingham RG40 9TZ