Returns and Refund Policy 

Last Updated: 21st January 2026

At KILLWINGCo, we take pride in our handmade craftsmanship. Because our products are either made-to-order or customized to your specifications, the following policies apply to returns and refunds:

1. Bespoke Products

No Returns or Changes: As outlined in Clause 3.1.1 and Clause 5 of our Terms, Bespoke Products are created specifically to your measurements, designs, or specifications.

• Once we have accepted your order for a Bespoke Product, you cannot make changes to it.

• We do not offer returns or refunds for Bespoke Products due to dissatisfaction with your choice of specification, material, or design (Clause 4.3.4).

• Accuracy: It is your responsibility to ensure all measurements and sketches provided are accurate. We are not liable for errors caused by incorrect specifications provided by the customer (Clause 4.3.2).

2. Collection Products

Our Collection products are standard items viewed on our online store.

• Handmade Variations: Please note that because our products are handcrafted from sustainable or recycled timber, slight variations in size, colour, and grain are expected and are not considered defects (Clause 4.1 & 4.2).

• In-Person Sales: For products purchased in person at events, the contract is formed at the point of payment (Clause 3.1.2).

3. Faulty or Damaged Items

If there is a problem with your product or if it does not meet the description provided at the time of purchase, please contact us immediately:

• Email: killwingco@gmail.com

• Details: Please include your order number and photographs of the issue so we can assist you.

4. Cancellations

• Bespoke Orders: If you have made a mistake in a Bespoke order, contact us immediately. At our sole discretion, we may allow a change only if production has not yet commenced (Clause 5). Note that commencement of the production also includes for time spent preparing to manufacture, source materials, and create designs.
  
  

• Our Rights to Cancel: We reserve the right to cancel an order and provide a full refund if we cannot fulfil it due to resource limits, unavailability of raw materials, or errors in pricing (Clause 3.2).

5. Shipping & International Returns

Please note that standard delivery charges are non-refundable. For international orders, KILLWINGCo is not responsible for import charges or customs duties incurred during the return process (Clause 7.1).

How to contact us:
If you have any questions regarding your order, please email our customer service team at killwingco@gmail.com.

2. Returns and Refunds

Bespoke & Custom-Made Products

Under UK law, the right to cancel does not apply to "custom-made" or "personalized" goods.

• No Changes: Once production has commenced on a Bespoke Product, changes cannot be made.

• No Returns: We do not accept returns or offer refunds for Bespoke Products due to a change of heart or dissatisfaction with your choice of specification, material, or design.

• Accuracy: We are not liable for errors in the final product caused by incorrect measurements or designs provided by you.

Collection Products (Standard Items)

For non-bespoke items purchased through our website, you have a legal right to change your mind:

• Cooling-off Period: You have 14 days from the date you receive your item to notify us that you wish to return it.

• Condition: Items must be returned in their original condition. You are responsible for the cost of return shipping.

• Refunds: We will refund the cost of the item plus the standard delivery charge within 14 days of receiving the item back.

Handmade Variations

Please note that we use sustainably managed or recycled timber. Because our products are handcrafted:

• Variations in grain, colour, knots, and slight size differences (as per Clause 4.2 of our Terms) are natural characteristics of the material and are not considered defects.

3. Faulty or Damaged Items

If your item arrives damaged or develops a genuine structural fault:

1. Contact us immediately at killwingco@gmail.com.

2. Include your order number and clear photos of the damage/fault.

3. If the item is confirmed faulty, we will offer a repair, replacement, or full refund in accordance with your legal rights.

4. How to Contact Us

For any questions regarding your order, delivery, or a potential return, please reach out to our team:

• Email: killwingco@gmail.com

• Website: https://killwingco.com