RETURNS & EXCHANGE

 

We understand that your order may be different than expected after only seeing a photo or a sample, and we will do all we can to ensure you are happy with your order.

– For standard products, you can cancel this contract within 14 days without giving any reason. 

– For bespoke products, we are unable to offer any exchanges or refunds.

For any non-bespoke or not made-to-order handmade products, you can send the Goods back to the address we provide to you without delay and within 14 days of receiving the delivery and in any event, not later than 14 days from the date that you communicated to us your intention to cancel your order. You agree that you will have to bear the cost of returning the Goods. 

Prior to posting the Goods you are returning, please email hello@bespoketaps.com to check eligibility and to receive instructions about how to return your Goods. This is important as we need to provide you with certain information in order to process your return. If you do not follow the process, we may be unable to process your return or refund. 

This is a distance contract which has the cancellation rights (Cancellation Rights) set out below. These Cancellation Rights, however, do not apply to a contract for the following Goods (with no others) in the following circumstances:

1. Goods that are made to your specifications or are clearly personalised – bespoke or made-to-measure products;

2. Goods that have been damaged through your actions, negligence or abuse;

3. Goods which have been improperly maintained and/or cleaned incorrectly;

4. naturally occurring changes in Goods due to aging;

5. Goods that show signs of attempted installation, whether or not in original packaging.

The cancellation period for standard (non-bespoke) products will expire 14 days after receipt of delivery. All made-to-order items are non-refundable or non-exchangeable. This is due to the costs incurred in the preparation of the products that begins once the order has been placed.

To exercise the right to cancel, you must inform us of your decision to cancel this Contract by emailing us a clear statement setting out your decision. You can use the cancellation form in the T&Cs, but it is not obligatory. You must be able to show clear evidence of when the cancellation was made, so you may decide to use the cancellation form.

You can also electronically fill in and submit the cancellation form or any other clear statement of your decision to cancel the Contract on our website https://bespoketaps.com. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation (e.g. by email) without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning you exercising your right to cancel before the cancellation period has expired.

Except as set out, if you cancel this Contract, we will reimburse you all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We will make the reimbursement without undue delay, and not later than 14 days after the day we receive any Goods supplied back from you to our workshop in Italy. We will issue the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.