Refund policy

We want you to be delighted with your Ferra & Field order. If something is not right, we will do our best to put it right.

This policy sits alongside your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing here affects those rights.

30-Day Returns

You have 30 days from the date of delivery to let us know you would like to return an item. This is longer than the 14 days required by law, and we are happy to offer it.

Once you have told us, you have a further 14 days to send the item back to us.

Items should be returned unused and in a condition that allows us to resell them, ideally in the original packaging. You are welcome to unwrap and inspect your item as you would in a shop. However, if the item has been handled beyond what is reasonably necessary to check its nature, characteristics and condition, we may reduce your refund to reflect the loss in value.

We are unable to refund items that have been installed, mounted, drilled, fixed into place, cut, painted, modified, or damaged after delivery, as these can no longer be resold.

How to Start a Return

Email info@ferraandfield.co.uk with:

Your order number
The item you wish to return
The reason for your return

We will respond within 1 business day with return instructions and the correct return address. Please do not send anything back before you have heard from us, as we cannot be responsible for items returned to the wrong address.

Return Postage

Unless the item is damaged, faulty, or incorrect, return postage is your responsibility.

Please note that our steel pieces are heavy, and larger items are costly to return. As a guide:

Wall art, bird feeders and small ornaments: typically £5 to £15 by tracked courier
Planters and columns: typically £15 to £40
Garden screens and panels (including XL sizes): typically £40 to £80, and may require a pallet or two-person courier service

If you would like us to arrange collection of a large item, we can do so and deduct the actual cost from your refund. Please ask and we will quote before anything is booked.

We strongly recommend using a tracked and insured service. Until the item reaches us, it remains your responsibility, and we are unable to refund items that are lost or damaged in transit back to us.

Refunds

Once your return arrives and has been inspected, we will process your refund within 10 business days to your original payment method. You will receive an email confirmation when the refund is issued.

Where a refund is due under your statutory cancellation right, it will be issued within 14 days of us receiving the item back, or within 14 days of you providing proof of postage, whichever is sooner.

Refunds cover the price of the goods and the standard outbound delivery cost. If you chose an upgraded or express delivery service, we refund the standard rate only. Where only part of an order is returned, outbound delivery is not refunded.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, we will make it right at no cost to you.

Please email info@ferraandfield.co.uk with your order number and clear photographs showing:

The damage or fault itself
The item as a whole
The outer packaging it arrived in

We ask that you contact us as soon as reasonably possible, and please keep the packaging until the matter is resolved, as our couriers may require it as evidence of a transit claim.

We will arrange a replacement, a repair, or a full refund, and we will cover the cost of return where a return is needed.

Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of delivery for a full refund. After 30 days, you remain entitled to a repair or replacement.

What Is Not Covered

Our steel is made to live outdoors, and its appearance is expected to change over time. The following are not faults:

Natural weathering and rust patina. Corten and natural-rust finishes are designed to develop a rust surface. The colour will deepen and vary, and rust may run onto adjacent surfaces such as paving, render or decking. This is a characteristic of the material, not a defect. We recommend sealing porous surfaces or allowing a run-off gap before installation.
Variation between pieces. Each item is laser cut and finished individually. Minor variation in tone, texture and finish is part of the character of handmade steel and is not a fault.
Damage caused by incorrect installation. Fixings must be appropriate for the surface and the weight of the piece. We cannot accept responsibility for damage to the item, to your property, or to any person arising from installation.
Damage caused by extreme weather, impact, animals, or misuse.
Colour differences between screen and reality. Monitors vary, and we cannot guarantee an exact match to the images on our website.

Installation and Safety

Our pieces are supplied ready to hang or ready to install, but installation is your responsibility. Please ensure fixings are suitable for the wall, fence or ground surface and for the weight of the item, and that larger pieces such as screens and columns are secured against wind loading.

If you are in any doubt, please use a qualified installer.

Exchanges

We do not offer direct exchanges. If you would like a different item, please place your new order straight away to secure stock, and return the original for a refund in the usual way.

Made-to-Order and Bespoke Items

Any item made or modified to your specification is exempt from the standard cancellation right and cannot be returned unless it is faulty. This will always be made clear before you order.

Gift Cards

Digital gift cards are non-refundable and cannot be exchanged for cash.

Sale and Clearance Items

Sale items are returnable under the same terms as full-price items. Your statutory rights are unaffected by a discount.

Trade and Business Orders

Orders placed by a business, trade customer or reseller are not covered by consumer cancellation rights. Returns on trade orders are at our discretion and may be subject to a restocking fee. Please contact us to discuss.