Term and Conditions

Proof of Engraving/Design:

We do offer a preview service of your engraving/design free of charge. This must be requested at time of order. Any orders placed through our website or another online or high street retailer without a preview request will be put straight into production. To request a preview, you must request this at time of order on your order form in the ‘Notes section’ at checkout or by contact us by email or phone on the same day your order is placed.

A 3D image will be sent to you by email for your approval before any carving/engraving is carried out. We will begin preparation of your timber in the meantime. Because of this, any Preview requested order can not be cancelled as work will have begun on your order.

Please Note: Previews can add on 2 – 3 extra days to your order time.

Once you receive your preview by email, you will need to approve it by reply email. If you however, are unhappy with the look or layout, you can request any changes by reply email or by phone. Another preview will then be redone and sent by email for approval. Please be aware this can further delay to your order time.

Changes to your order:

If you discover you have made a mistake on the engraving or want to alter your personalisation in any way, this has to done within 24 hours of your order being placed. After that it maybe not possible to make any changes. If, for example, changes need to be made to your personalised engraving after the 24 hours window and we have already begun production, on occasion we can remove the engraving and re-engrave, but this will be at a cost to the customer.

Please do not rely on an email to amend any changes to your order, as emails are not always reliable and can go astray. Please contact us by phone to make sure we have received the changes to your order. As all items are made to order or personalised and cannot be refunded.

If you have made a mistake or need to change the address or anything else that needs bringing to our attention after you have placed your order, this has to be done as soon as possible. If we have already dispatch your goods, we can contact the courier company to make a re-delivery, this will be at a cost to the customer.

Design Proofs:

When a customer places an order they can request a proof of the design. This is free of charge and available on any bespoke or personalised product. Proofs or previews usually take 2 – 5 working days and in some cases longer depending on how complicated they are. The proof will be sent by email for approval. Any changes can be made to the design and a new proof will be sent once the changes have been done. This can take another 2 – 3 days, if very simple changes 1 – 2 days. You can make as many changes as you like until you are happy with the design. Once a proof as been agreed it cannot be changed as manufacture would have taken place.

If you wish to cancel your order after a proof as been submitted, providing no manufacturing has taken place, we can offer a refund minus a charge of 20% of the cost of the order for the design work that has been created for you.

Timber is a natural product:

Wood is a natural product and has all manner of colour variations, and whilst we go to great lengths to colour match as much as possible, we cannot guarantee any replication of colour from piece to piece. We also go to great lengths to remove nearly all flaws in the surface of our products. However, wood is a natural product, and removal of every single flaw would render the timber characterless. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws which TrugShop consider will not impair the performance of the product. Whilst TrugShop Ltd go to great lengths to ensure the timber has been correctly dried, movement in solid timber cannot be prevented. After delivery, small cracks may appear a few millimetres in width. This is entirely normal and is regarded as part of the natural beauty of the timber. These cracks can be easily filled with a special coloured wax filler. These cracks and movements do not constitute any fault with the timber or product construction; for the sake of clarity, timber is a natural product and will move/change over time and the customer expressly understands and accepts this. Please bear in mind that Timber will absorb moisture, so take care in deciding the location of your product as this will have an effect on its lifespan. It is the customers responsibility to check and decide if our products are suitable for the finished location. Make Me Something Special are not responsible for any oil staining or markings that may occur or transfer from any of our items. It is important when deciding whether or not to buy a TrugShop product that you have thought about the finished location and whether its suitable for the intended location, especially if you are placing it on to a painted or polished surface/wall. All of our products are unless otherwise stated made from solid timber and finished in Superior Danish Oil. There may be some staining or transference of oil from the product and the customer must make the decision as to whether or not this item is suitable for their intended purpose and/or desired location. All engravings onto wood will never be an exact measurement. We have to allow for the natural product and therefore we allow a few mm tolerance. When engraving the letters, we have to consider that the alphabet letters come in all shapes and sizes. So there won’t be and exact measurement between gaps, because the letters start and finish at different points.

TrugShop Ltd cannot be held liable for any mishandling, lack of oiling, inappropriate storage, improper maintenance or incorrect fixing. We do our very best to ensure all of our products are sanded well and do not have any splinters. Please check your product carefully before using or installing it, as a precaution. TrugShop can not be held responsible for any injury.

Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some movement, cupping and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment. This is normal behaviour for solid timber and even though TrugShop go to great lengths to store timber correctly and apply oil sufficiently movement in timber cannot be prevented.

Manufacture:

All products are made to order and all sizes are approximate. Orders are made for the customer according to our works schedule. If the customer delays delivery or collection after the products have been made, storage of the goods is entirely at the customers’ risk. TrugShop will not be held liable for any damage to the product, no matter how it was caused. TrugShop will do our very best to store the items carefully. However, the customer agrees that timber is a natural product and is subject to movement. Movement during the period of storage is at the customers risk. The customer expressly agrees that TrugShop is not liable for any movement, as we do not have the correct environmental storage to prevent such movement. TrugShop Ltd reserves the right to revise prices and details at any time without any notice. If we list a product with the incorrect price due to “any” error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will always inform you, the customer, of any prices that we increase, and give you the option to cancel your order at no expense to you, the customer, and issue a full refund. Goods are subject to availability. If the timber to make your order is out of stock or unavailable, we will let you immediately and inform you of the estimated delivery date. All products made by TrugShop Ltd are approximate, but are made as close to the size specified on the products information. All timbers react differently when cut. The customer accepts that these variations in the timbers density and hardness are a natural part of the product, and it is not the fault of TrugShop. TrugShop will take all reasonable steps to avoid damage from this occuring. In certain circumstances, flaws and faults within the timber may be exposed during the manufacturing process. The customer accepts that this is a natural feature of the timber, and not the fault of TrugShop. TrugShop will do their best to rectify the situation, but we cannot be held liable for any defects exposed in this way. Your statutory rights of cancellation does not apply to any orders which are made to measure to your specifications.

If your bespoke orders are faulty, TrugShop Ltd reserve the right to take corrective action, which may include returning the faulty product for a repair. We may, at the discretion of TrugShop replace the product. If we decide the products need to be returned to the workshop for repair, the customer will arrange, obtain proof of posting and be responsible for the return. Any cost of the return will be accepted by the customer, no matter what the reason, unless the product is found to be faulty due to TrugShop. Please be aware that all of our items go through Quality Control and are tested before they leave our workshop. The type of construction, stave width, length and thickness may vary from the sample or from each and every product. There may be occasions where the product are heavily sanded by TrugShop Ltd in order to present the best aspect of the timber. This means in some circumstances products may be less than the stated thickness.

Quotes, sizes and order confirmation:

Whilst we do our best to interpret figures, diagrams, drawings or conversations which detail the sizes, shapes and details of your quote, we are unable to guarantee that this is a correct interpretation of your exact requirements, and cannot be held liable if these subsequently prove to be incorrect. It is up to you the customer to ensure that the sizes, shapes and dimensions detailed in our quote are correct for what you require. Before begin to make your product, we will produce an order confirmation which states all detail of your bespoke product.

It is also up to you the customer to ensure that sizes, shapes and all the details of your order as detailed in your order confirmation email are correct for what you require. We will not begin to make your order until we have received confirmation that the order details are correct. All measurements are in millimetres, centimetres or inches – this will be specified. Where these have been converted from other forms of measurement, for example imperial measurements or measurements expressed in metres and centimetres, it is up to you the customer to ensure that these are correct, even if provided by us. We do not check or warrant these details for accuracy or validity. Illustrations, descriptions, weights and measurements shall be taken by the buyer as a guide only, and are not binding in detail. TrugShop reserves the right without notice and without affecting the validity of the contract to make such changes in materials, dimensions and design as are reasonable and desirable. Colour accuracy of the products viewed on our website cannot be guaranteed due to vagaries of the image reproduction process. Any images and samples should be treated as approximations only.

Damages in Transit:

All goods must be inspected for damage or shortfall on delivery and must be reported to us within 24 hours of delivery. All orders being transported overseas by the customer must be unwrapped and checked upon delivery and any damage or shortfall must be reported to us within 24 hours and not taken out of the UK. If not TrugShop will not be held liable for any damage. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person. On occasion, by the courier, goods can be left with a neighbour, the customer accepts this and can not hold TrugShop responsible for any damages caused unless specified on date of order by the customer.

All packaging must be kept if any returns are to be made. Couriers can sometimes requests to see image or even inspect the goods and packaging directly. This is part of their T&Cs which TrugShop and the customer must abide by. If packaging is disposed of before a claim has been made, we may not be able to issue a refund or replace the damaged item.

All delivery notes added to the order will be added to your delivery notes. The couriers will do their best to accommodate, but can not guarantee all requests can be carried out. TrugShop can not be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the responsibility of the customer and TrugShop are not able to take any action if the parcel gets lost or stolen.

Loss of a parcel:

The loss of a parcel is beyond our control. Once an order leaves our workshop we are then bound by the Terms & Conditions of the courier. If your parcel has been lost in transit, we must comply with all search procedures they have to do. This can take several days and beyond. Once the courier has determined the location of your parcel, it will be sent on to you ASAP. If the parcel can not be located, then we have to comply with the couriers claims procedures. This can take up to 6 weeks for the courier to arrange a refund and then a week for TrugShop to arrange the refund back to the customer. The timescales are beyond our control and are legally binding. We will do everything we can to help speed up the process and in the meantime will keep the customer informed as and when any progress is made.

N.B. Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some slight movement and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment.

Cancellation:

You may cancel your order at any time so long as the item(s) have not been cut to order, personalised or specific timber ordered for your requirements. You will be refunded in full. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our discretion.

Returns:

If for any reason you are unhappy with your purchase, please let us know. We ask that you contact us within 24 hours of receipt on 07834 694857 or by email admin@trugshop.uk. Only items that are blank and not made to order can be returned. All items should be returned within 7 days of receipt in a re-saleable condition. Bespoke/Personalised/Made to order items may only be returned and repaired or replaced, they are non refundable. We reserve the right to offer the customer a refund or exchange at our discretion. This is a one time only offer and only valid at the time the offer is made. It is not an open-ended offer. Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first on: 07834 694857 or by emailing admin@trugshop.uk to discuss the return of your item.

Disclaimer:

The information contained in this website is for general information purposes only. The information is provided by TrugShop and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are able to link to other websites which are not under the control of TrugShop. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, TrugShop takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

We reserve the right to amend these terms and conditions at any time. This does not affect your statutory right.