Last updated: 18 December 2025
This policy applies to purchases made from Lakeway Workshop (“we”, “us”). It reflects UK consumer law and standard e-commerce practice. Your statutory rights are not affected.
1) Summary of your legal rights (UK consumers)
Change of mind (online orders)
If you buy non-custom goods online, you usually have a 14-day “cooling-off” period from the day after you receive your order to tell us you want to cancel, and then a further 14 days to return the items.
Faulty / not as described
If your item is faulty, not as described, or unfit for purpose, you have rights under the Consumer Rights Act 2015, including a short-term right to reject within 30 days for a full refund (in many cases).
2) Custom / personalised items (important)
A large proportion of our products are made to order, personalised, or produced to your specification (e.g., custom text, names, house numbers, bespoke logos, custom colours/finishes).
These items are not eligible for change-of-mind returns or cancellations once ordered, because distance-selling cancellation rights do not apply to goods that are made to the consumer’s specifications or clearly personalised.
However, if a personalised item is faulty or not as described, you are still covered by your statutory rights and we will put it right.
3) What can be returned
Eligible returns (change of mind)
You can return standard, non-custom items if:
you notify us within 14 days of delivery, and
you return the item within 14 days of telling us, and
the item is returned in a condition consistent with reasonable inspection (as you would in a shop).
If the item has been used/handled beyond what’s needed to inspect it, we may reduce the refund to reflect any loss in value.
Non-returnable items (change of mind)
Change-of-mind returns are not accepted for:
custom/personalised/made-to-order products
items that are sealed for hygiene/health protection and have been unsealed after delivery (where applicable)
digital downloads once access/download has started (where applicable)
(If any of the above are faulty, your statutory rights still apply.)
4) How to request a return or report a problem
Please contact us with:
your order number
the item(s) you want to return (or the issue)
photos (helpful for faults/damage, especially for custom goods)
Email: orders@lakewayworkshop.co.uk
Or contact us via our Contact page on the website.
We will confirm the return address and next steps.
5) Refunds (timing and method)
Change-of-mind refunds (eligible items only)
Once we receive the returned item (or you provide evidence it has been sent back), we will process your refund within 14 days. Refunds are made to the original payment method.
Faulty / incorrect items
If an item is faulty, damaged, or we sent the wrong item, we will offer (as appropriate):
a replacement,
a repair, or
a refund (including relevant delivery/return costs where required).
6) Return postage costs
Change of mind (eligible standard items): you are responsible for return postage, unless we state otherwise.
Faulty/damaged/incorrect items: we will cover reasonable return costs (or arrange a suitable solution) once the issue is confirmed.
We recommend using a tracked service for returns, as you are responsible for the parcel until it reaches us.
7) Exchanges
We generally do not offer direct exchanges. The fastest route for eligible standard items is usually:
return for a refund (if eligible), then
place a new order.
For faults/incorrect items, we will arrange a replacement where appropriate.
8) Need help?
If you’re unsure whether your order is custom/made-to-order or eligible for return, contact us with your order number and we will confirm your options.