Refund policy

Returns & Refunds Policy

Wilde Homes Fillings is a trading name of Wilde Homes Group Limited.

Company Number: 16880521
Registered Office: 4 Hillman Way, Ettington, Stratford-Upon-Avon, England, CV37 7SG

Last updated: 26 September 2026

1. Bespoke & Made-to-Measure Products

All products sold by Wilde Homes Fillings are bespoke and made to order based on the measurements and specifications provided by the customer.

As each product is made specifically for you, our products are not eligible for return simply because you have changed your mind or no longer require the product.

This includes situations where:

You have provided incorrect measurements.
You have selected the incorrect size or specification.
You no longer require the product.
You have changed your mind after placing your order.
The product does not fit your furniture because incorrect measurements were provided.
You have ordered a product that is unsuitable for your intended use where the product has been made correctly according to the specifications provided.

We strongly recommend checking all measurements and order details carefully before placing your order.

2. Customer Measurements

Customers are responsible for ensuring that the measurements and specifications supplied when placing an order are accurate.

Where a product has been manufactured correctly according to the measurements supplied by the customer, Wilde Homes Fillings cannot accept responsibility if the product does not fit because incorrect measurements were provided.

If you are unsure how to measure your cushions or furniture correctly, please contact us before placing your order.

3. Faulty, Damaged or Incorrect Products

Our bespoke product policy does not affect your statutory consumer rights.

If your order arrives damaged, is faulty, is not as described, or has been manufactured incorrectly by us, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photographs showing the issue, where appropriate

We will assess the issue and, where appropriate, provide a remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

4. Incorrect Product Supplied

If we have manufactured or supplied a product that does not match the measurements or specifications confirmed on your order, please contact us as soon as possible.

Where the error is ours, we will investigate the issue and work with you to resolve it.

5. Damaged Goods

If your order arrives visibly damaged, please take photographs of the packaging and product before disposing of any packaging materials.

6. How to Report an Issue

If you believe there is a problem with your order, please contact us using the email address below.

Please do not return a product without contacting us first.

We may request photographs or additional information to help us assess the issue.

7. Refunds

Where a refund is agreed or required under your statutory rights, it will normally be made using the original payment method.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

A refund will not normally be available where a product has been correctly manufactured to the measurements and specifications provided by the customer and the customer subsequently decides that they no longer want the product.

8. Change of Mind

Because our products are made specifically to the customer's measurements and specifications, the usual online 14-day change-of-mind cancellation right does not apply to our bespoke products.

This does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract.

9. Your Statutory Rights

Nothing in this policy is intended to exclude, restrict or limit any statutory rights you may have under UK consumer law.

Where goods do not conform to the contract, applicable consumer law may provide rights including repair, replacement, price reduction or refund, depending on the circumstances.