Refund policy

Return and refund policy

Cancellations, returns and breakage

Every chandelier we sell is made after you order it, to your specification: the size and finish you choose, and the drop cut to the ceiling height you give us. That is what this policy is built around.

Change of mind

Because each piece is made to your own specification and cannot be sold on to another customer, orders cannot be cancelled or returned once production has started simply because you have changed your mind. Under the Consumer Contracts Regulations 2013 the 14-day right to cancel does not apply to goods made to a consumer's specification, and that is the case here. If you are unsure, ask us for dimensions, finish samples or a film of a finished piece before you place the order — we would far rather answer questions than build something you do not want.

Your deposit

The 50% deposit commits us to the workshop: materials are bought and bench time is booked as soon as it is paid. The deposit is therefore not refundable once production has started. If you tell us to stop before we have placed the order with the workshop, we refund it in full.

If it arrives damaged

Glass occasionally does not survive the journey, and that is our problem rather than yours. Photograph the crate and the piece and send the photographs to us within 72 hours of delivery. We remake or replace the damaged part at our cost, freight included, and you pay nothing twice.

If it is faulty

Every chandelier is covered for two years against manufacturing faults — wiring, finish, fittings, the frame. We repair or replace. The warranty does not cover damage caused during installation, alterations made by an electrician, or the natural ageing of a hand-applied finish.

If it is not what we agreed

If the piece does not match the specification we confirmed in writing — wrong size, wrong finish, wrong drop — we put it right at our cost or refund you in full, whichever you prefer.

If we are late

We quote six to eight weeks from order to door. If we miss that window by more than two weeks, you get 5% of the order value back for each additional week of delay, up to 15%. If the piece is more than eight weeks late, you may cancel and we refund everything you have paid, deposit included.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer, including your rights in respect of goods that are faulty, not as described, or not fit for purpose.

Contact

Message us on WhatsApp, email hello@sukadesign.com, or use our contact page. Talk to us before doing anything else — we would rather fix a problem than argue about it.