Refund policy

Return & Refund Policy

The Oriel Studio

At The Oriel Studio, all windows - including our pre-designed collection and bespoke commissions - are manufactured or prepared to order following purchase confirmation.

Due to the made-to-order nature of our architectural products, our returns policy reflects this production process.

1. Order Production & Cancellation

Production begins following order confirmation.

Orders may be cancelled within 24 hours of purchase, provided manufacturing has not commenced.

After production has begun, orders cannot be cancelled.

Cancellation requests must be submitted to:
📧 info@theorielstudio.co.uk

2. Change of Mind

As all products are manufactured or prepared to order:

  • Returns are not accepted for change of mind.

This applies to both pre-designed models and bespoke specifications.

3. Faulty, Damaged or Incorrect Goods

If your item:

  • Arrives damaged

  • Is defective

  • Is not as described

You must notify us within 48 hours of delivery, providing:

  • Order number

  • Clear photographs

  • Description of the issue

Where a fault is confirmed, we will offer:

  • Repair

  • Replacement

  • Or refund where appropriate

4. Installation & Measurement Responsibility

The Oriel Studio is not responsible for:

  • Incorrect measurements supplied by the customer

  • Improper installation

  • Damage caused during installation

Professional installation is strongly recommended.

5. Refund Processing

Where a refund is approved for faulty goods:

  • Refunds will be processed within 20 business days

  • Funds will be returned to the original payment method

Banks and card providers may take additional time to complete processing.

6. Contact Information

The Oriel Studio
📧 info@theorielstudio.co.uk