Return & Refund Policy

The shape of this

We don't sell physical goods through the site, so a "return" in the conventional retail sense doesn't apply. What follows is how we handle the financial side of a renovation engagement — deposits, drawdowns, scope changes, snag work and the workmanship warranty that ships with every project.

Survey and quotation

A site survey is free. A quotation is free. You're under no obligation to engage us after either. If you decide not to proceed, no money has changed hands and no further action is needed on your side.

Mobilisation deposit

Engagement begins on signing the construction contract and paying the mobilisation deposit, which is typically 15% of the contract sum. The deposit covers the cost of opening the site, scheduling trades, ordering long-lead materials and our pre-construction admin. Once site is open and materials ordered, the deposit is generally non-refundable, but we will pro-rate any unused portion in good faith if circumstances genuinely beyond your control make the project impossible to proceed with.

Cancellation before site opens

If you cancel between signing and the day site physically opens, we refund the deposit less any documented costs we've already incurred (architectural drawings, customised joinery deposits, permit fees). We provide a one-page reconciliation showing what was spent.

Cancellation mid-project

If a project is paused or cancelled after site has opened, we stop work, hand back the unit in safe condition, and reconcile the contract: amounts paid, work physically completed and materials already on order. The reconciliation is shared with you within fourteen days. Any balance is settled either way — to us or to you — within thirty days of agreement.

Scope changes

Where you request a change to the agreed scope, we issue a variation order in writing. You sign it before the change is implemented. Variations are billed at the prices agreed in the variation order; nothing creeps onto the final invoice without your prior signature.

Snag rectification

The final 10% of the contract sum is held against the snag list. We walk the project with you at handover, write the list together, and don't release the final invoice until each item is closed off. If a snag item is genuinely contested, we agree on independent inspection and abide by the inspector's call.

Workmanship warranty

Every full renovation and fit-out we hand over carries a 12-month workmanship warranty against finishing defects we caused — for example hairline cracks at our skim joints, leaks at our pipework connections, joinery movement on our installs. To call on the warranty, write to [email protected] with photos and we will arrange an inspection within seven working days at no cost to you.

What the warranty doesn't cover

Wear and tear, damage from misuse, work altered by another contractor after handover, and acts beyond reasonable control (flooding, fire, structural movement caused by the building, etc.) are not covered. Manufacturer warranties on appliances, sanitary ware and finished products pass to you directly and are claimed through the manufacturer.

Refunds method and timing

Where a refund is due, we transfer it to the same bank account that paid the original sum, within fourteen working days of agreement. We do not refund to a different account holder for compliance reasons.

Talking it through

The fastest path to resolution on any payment or warranty matter is a phone call to the project lead. If a matter cannot be resolved that way, please write to the studio at [email protected] and we'll respond formally within seven working days.