Your porch is cut to your measurements, which changes the usual online-shopping rules. Here’s exactly where you stand.
You can cancel or change your order free of charge any time before cutting begins — email sales@oakporchesonline.co.uk with your order number and we’ll confirm and refund in full (including any deposit), usually within a few days.
Because the kit is made to your specification, it’s exempt from the standard 14-day change-of-mind return (Consumer Contracts Regulations 2013). Once cutting has started, made-to-order kits can’t be cancelled or returned for change of mind. That’s the honest trade-off of true made-to-measure.
Standard-sized items bought on their own — such as stone saddle plinths and wall cappings — carry the normal online-shopping protection: cancel within 14 days of delivery for a refund, and return them to us unused and undamaged within 14 days of telling us. You cover the return carriage; we refund the item price and the outbound delivery charge you paid once it’s back with us.
Faulty, damaged in transit, or not matching your confirmed design? Tell us within 48 hours of delivery for transit damage, or as soon as you spot anything else, with photos. We’ll put it right at our cost — replacement components, a remake where needed, or a refund where the law provides one under the Consumer Rights Act 2015. Your statutory rights are never reduced by anything on this page.
Email sales@oakporchesonline.co.uk or call 01527 590776 with your order number. A human joiner reads it, not a ticket robot.