Terms & Conditions of Purchase and Ownership – Raw Craft Forge Ltd
The following terms and conditions explain what you should expect when buying and owning our products from Raw Craft Forge Ltd
Each product falls into one of the following categories, each with its own terms and conditions of purchase and ownership:
* Category 1 – Solid Wood Products: This category includes products primarily constructed from solid wood, such as Tables (Dining, Living Room, Coffee, Console, Boardroom), Kitchen Tops, Kitchen Islands, Breakfast Bars, Desks, Bar Furniture, Bedroom Furniture (e.g., Beds), and Mirror Frames.Specific terms related to natural wood characteristics apply predominantly to this category.
* Category 2 – Solid Wood & Resin Products: These are products that contain a mixture of solid wood and resin sections, most commonly table tops but potentially applicable to other custom items.
* Category 3 – Bespoke Kitchen Installations: This category covers the design, manufacture, and installation of complete custom-made kitchens.
* Category 4 – Chairs & Seating: All chairs and seating products are custom-built to order and fall under their respective manufacturer’s guarantee and warranty, facilitated through Raw Craft Forge Ltd.
* Category 5 – Mirrors: This category covers mirror products.The frame may fall under Category 1 if made of solid wood, while the mirror glass itself has considerations regarding handling and potential damage.
Terms of Purchase
Confirming Your Order
An order is confirmed upon receipt of 100% payment of the sales invoice. If any non-standard payment terms are agreed for special orders, they will be noted on the sales invoice. Because we custom build every order to each customer’s specifications, we do not start the manufacturing process until the agreed payment has been received. Regardless of the terms, payment in full is due prior to delivery.
Order Details
It is our top priority that your order at least meets, if not exceeds, your expectations. During the sales process there may be many emails and conversations to reach an agreed specification. Therefore it is critical that any and all notes, relating to any details that are important to you, are included on the sales invoice to ensure they transfer from the sales process to the production process.
If no special notes are included on the sales invoice then your product(s) will be made in accordance with our normal specifications as detailed below.
We understand that buying a piece of furniture from us is an important investment. So, once it’s delivered, if you feel that the size or style (e.g., base / leg design for tables, specific dimensions for other items) isn’t quite right, we’ll happily discuss options to adjust, alter or replace that component where feasible. This guarantee is in place to ensure you end up with something you love and to give you peace of mind when investing in Raw Craft Forge Ltd. We’ll discuss any potential costs associated with your specific adjustments during a consultation, ensuring you’re fully informed.
If a product is received with aesthetic damage or a structural fault, we will expedite the repair and return to you. If it cannot be repaired using standard production methods that would be used in making a brand new product, we will replace the affected part or component.
These terms, along with our sales process and hundreds of photos and descriptions across our website, attempt to set expectations as accurately as possible of how your natural furniture may look.
Bespoke Orders
A bespoke product is classified as any product that does not fall within the standard material, shape or colour options offered on our website. When making bespoke products our Perfect Fit Guarantee (adjust/alter/replace component guarantee mentioned above) may not apply in the same way. Instead, we will produce design drawings and material samples for sign off prior to going into production, to ensure the product meets the specification and expectations as closely as possible.
In this case the product will fall within the Bespoke Product classification within The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and we cannot accept any returns or refunds for bespoke products unless faulty.
Special Requirements (Applicable primarily to Category 1 & 2 Products)
There is a broad spectrum of timber appearance and, where there are any special requirements noted on the sales invoice, we will always try to achieve your specification as closely as practicable. Please note – for tables, 2 piece and 3 piece tops use the widest pieces of timber from the widest trees, so they are the rarest type of material and therefore give us the smallest degree of choice in their appearance.
If the product has not met your expectations aesthetically, if replacing that product with another like-for-like specification will guarantee your satisfaction, we will replace the product.
However, if you have any aesthetic issue that is due to the unpredictable, natural variation of the material, a like-for-like replacement may result in the same issue occurring. In this situation a replacement will not be offered.
The limits of predictability of natural timber products include the frequency and size of knots and cracks (within the bounds of the timber grading), consistency of colouring between timber pieces and the waviness, angle and colouring of a live edge (where applicable).
If you are concerned or have any specific needs relating to any of these natural variations in the timber of your product, or the standard production process outlined below, please ensure your special requirements have been included in your sales invoice. If they have not then please contact your sales consultant before confirming your order so we can agree and account for your needs, set expectations accurately and amend the sales invoice.
We want to do everything we can to make something you will love. But every piece of natural material is different. So we cannot accept a request to return or replace a product because it does not look like something you have seen on the website, unless we knew (i.e. it was recorded on the sales invoice) what you wanted to achieve / avoid so we could do our best to select the most appropriate materials for you.
If any special requirements or preferences are not noted on the sales invoice, we will produce your furniture using the standard process.
Please note we cannot accept returns based on agreements made only in discussions or emails. The special requirements or preferences must be recorded on the sales invoice and you should not make payment until you are happy this has been recorded accurately. This is to mitigate any risk that you will not love the furniture we make for you.
Lead Time
We will provide you with a target delivery month at the time of order. This is an estimated lead time based on payment being received within 48 hours of the invoice date, plus current known lead times on all materials and parts at the time of order.
The order lead time is also based on full and complete product specification. Items that are critical to lead time include dimensions, configuration (e.g., number of pieces for table tops), edge style, material type, upholstery colour (for chairs). Once the final critical details are confirmed, the order lead time starts from that date.
Steel colours, liquid metal special effects (if applicable) should be confirmed within 2 weeks of the order being confirmed to prevent any affect on lead time.
Please note – we do not provide full or partial refunds or compensation for delayed deliveries. If the predicted delivery is subject to any delay during the production process, you will be informed as soon as possible.
Raw Craft Forge 2 Year Wood Movement Warranty (Applicable primarily to Category 1 & 2 Products)
As natural timber products acclimatise to their surrounding environment, there can sometimes be changes in the material and this is called Natural Wood Movement. We take multiple measures in the design of our products, material sourcing, material preparation and our production processes to minimise the chances of you experiencing any noticeable issues.
But because it is impossible to completely eliminate the risk of natural wood movement in any environment, our solid wood and wood/resin products come with a Wood Movement Warranty for your peace of mind.
Wood Movement normally occurs when there is a change in the surrounding environment. The timber begins acclimatising from the moment the tree is felled and continues to adapt to its environment, through the seasoning and production processes, up to the point where it has been in your home for a full 12 months. At that point it has experienced the full 12 month cycle of varying temperature, humidity and sunlight that it will be exposed to in your home environment.
During this first 12 months you may notice temporary changes in the timber (cracks opening and closing for example) as the timber expands and contracts. At the end of the initial 12 months once the timber has settled, if there are any excessive or practical issues* as a result of the wood movement, please get in touch with photos for us to assess.
What is Covered by the Warranty
Wood movement is normal and small amounts of wood movement are to be expected with any natural timber product. Only “excessive or practical” wood movement issues are covered by this warranty which are defined as being: 1. Cracks that have opened by more than 3mm and/or 2. Differences in the flatness of a surface (e.g., table top, desk top) that are over 1% of the product’s width (for example any difference in flatness of over 10mm for a 1000mm wide surface) and/or 3. Steps where timber pieces meet of over 2mm.
Natural timber products may lose width (across the grain) and thickness naturally as they acclimatise to any environment. But please be aware that the refurbishment process may require losing additional material from the product surface and / or edges, so it is always better to avoid refurbishment work if possible.
Environmental Factors affecting the Warranty
The following environmental factors can increase the likelihood and the degree of wood movement your furniture experiences: adjacent large windows, skylights, underfloor heating, wood burners, radiators, fires and other local heat sources. The closer these sources of heat and light are to your furniture, the greater their potential affect on any wood movement it will experience.
Your furniture is still covered by this warranty if your home environment includes any of the above factors. However, because of these factors being present in the environment, both the natural reduction of width and thickness, as well as any loss of material from the refurbishment process, may be increased.
This warranty includes refurbishment work only. It does not include any replacement of the material in your products. So if the loss of material due to refurbishment work will not be acceptable to you, we can provide you with a quote to replace any necessary material to restore the original dimensions where possible.
Duration of Warranty Cover
You have up to 24 months from receiving your order to notify us of any wood movement issues you would like us to address. After 24 months, any refurbishment work we carry out will be quoted at our labour and material rate at that time.
The likelihood of wood movement significantly reduces after the initial 12 months in your home, so we strongly recommend waiting at least 12 months before having any refurbishment work carried out, as any further movement after the warranty service will not be covered by the warranty.
Refurbishment work can take between 4-8 weeks from collection to re-delivery depending on the nature of the work.
What is Not Covered by the Warranty
This warranty does not cover minor wood movement (3mm or less opening of a crack, less than 1% change in flatness, steps where pieces meet of 2mm or less), wear and tear, staining or marking, refinishing, accidental damage or any other changes in the timber’s appearance that are not a result of wood movement. However we can help with any of these issues so please get in touch with photos for a quotation.
Before Having Warranty Work Carried Out
Please be aware that any refurbishment work carried out under the wood movement warranty can result in changes in the product’s appearance. Refurbishment work may require some material loss which can result in dimensional changes in length (small changes), width (larger changes) and thickness (larger changes) of a wooden component.
Refinishing is always required as part of a refurbishment so please be aware that the finished appearance may not be identical to the original appearance. Stains and oils may appear lighter or darker due to the environmental effects on the timber in the home (normally a drying effect) and material loss may reveal slightly different grain and features in the timber.
If you have any questions or would like to get in touch regarding warranty work, please contact our customer service team at:
Email: info@rawcraftforge.co.uk / Call: 01727615695
Non-UK Orders
If you are purchasing a product destined for outside mainland UK, we will honour our warranty to any address in mainland UK. That means you are responsible for the transportation of the product to and from the UK mainland, we will be responsible for any collection, remedial work or re-delivery within the UK mainland.
Cancellations
Because all orders are custom-built for each customer, all products fall under the Bespoke product classification in consumer law. Therefore if an order, or any part of an order, is cancelled at any stage after the production process has started (including after delivery), depending on the stage of production Raw Craft Forge Ltd reserves the right to retain up to 50% of the order value to cover irretrievable costs and recycling of the materials.
Postponements
If you need to postpone delivery of your order, please let us know as soon as possible.
If materials have been ordered but production is not underway, we can store your materials until you confirm when you will be ready and there will be no charge for storage. Once you confirm your “ready from” date, please allow 8-12 weeks for us to make and deliver your order.
If production is complete but you are unable to accept delivery of an order, we will store your completed order until you are ready for delivery and there will be no charge for storage. If production is already underway when you postpone your delivery then it will usually need to be completed to avoid additional production costs.
It’s important that you are aware of the potential affects of storing completed products; Natural timber components are subject to movement and shrinkage as they acclimatise to their surroundings (see Wood Movement Warranty section). Our designs (e.g., table legs/bases) aim to mitigate the effects of wood movement when the product is fully assembled in your home.
However, we do not have the facility to store large items fully assembled. So completed solid wood components (like tops) in storage are more susceptible to a greater degree of wood movement than fully assembled products.
If your stored wooden component(s) does experience movement whilst in storage (such as shrinkage, twisting or cracking), we can carry out a refurbishment before delivering your order. Please be aware that this refurbishment will utilise the one-time warranty refurbishment that comes with each applicable product.
Refurbishment work can result in some material loss / dimension reduction. If the degree of material loss, due to excessive movement in storage, is unacceptable to you then Raw Craft Forge Ltd will provide a quotation to cover the cost of replacing any necessary material to achieve your minimum required dimensions.
Please allow 4-6 weeks for any refurbishment work to be completed before your delivery.
We are unable to postpone payments, so although we do not charge for storage of postponed orders, any outstanding balance owed on the order remains due for payment when the order was originally planned for delivery.
Product Category 1 Specific Terms – Solid Wood Products
(Applies to Tables, Kitchen Tops, Kitchen Islands, Breakfast Bars, Desks, Bar Furniture, Bedroom Furniture, Mirror Frames etc. primarily made of solid wood)
* Cracking in the wood
* Before the product is made: There may be cracks present in the wood pieces when we make our furniture. These can result from kiln drying or air-drying processes. Wider pieces of wood are more likely to have existing cracks. As standard, we fill these cracks with a naturally dark coloured filler. Alternatively, for a more characterful/rustic look, we can leave cracks open and hand-finish them upon request (must be noted on the sales invoice).
* After the furniture is in your home: It is normal for cracking to occur in new solid wood furniture indoors, especially within the first 12 months. This is primarily due to the wood adjusting to lower indoor humidity levels, often caused by central heating. Modern homes with underfloor heating, air conditioning, and sealed doors can exacerbate this. Kiln-dried timber moisture content varies (typically 8%-15%), and dry indoor air can cause further shrinkage and cracking. Many customers appreciate this natural aging process.
* Minimising Cracking: To help the wood acclimatise gently:
* Introduce houseplants to add moisture to the air.
* Use a humidifier.
* Ensure good air circulation; avoid constantly sealed rooms with heating/AC on.
* In dry conditions (e.g., winter), placing a container of water in the room can help maintain some humidity.
* The Settling / Acclimatisation Period: During the first 12 months, wood may develop new cracks, existing cracks may widen, or slight warping/bending might occur as it adjusts to seasonal humidity changes.
* Other Natural features
We select timber for its natural beauty. Expect knots, variations in colour, grain patterns, and other natural features. During manufacturing, these features are addressed based on workshop judgment unless specific customer requests are noted on the sales invoice. Standard practice is to fill open cracks, knots, and voids with dark brown wood filler unless requested otherwise.
* Live Edge Width (Where Applicable)
For products with a live edge (e.g., some tables, bar tops, shelves), the undulating natural edge means the finished width may vary by +/-5% from the specified width. We cannot offer “more” or “less” live edge; it’s a 100% natural feature. Straight, square, or bevelled edge options are available for those who prefer a uniform edge.
* Colour Matching
Due to natural variations in wood tone between individual trees and even within the same piece, exact colour-matching to samples or other furniture pieces cannot be guaranteed. We may be able to use non-standard finishes upon request (details and potential additional costs available at time of ordering).
* Restoration Work
Our products are generally designed for repair. Damaged parts can often be removed and repaired or replaced. Quotes for restoration, refurbishment, or damage repair are available on request.
* Marks on Metal Components (e.g., Legs/Bases)
* Stainless Steel: Standard brushed finish can be damaged by impact but may be restorable by hand using appropriate pads (contact us for recommendations).
* Painted/Coated Steel: Finishes can chip upon impact. Damage should be touched-up professionally to prevent corrosion of the underlying steel.
* Steelwork and Stainless Specification
* Stainless Steel: We typically use 304 grade stainless steel, resistant to corrosion if kept clean and dry. Regular cleaning with a stainless steel product (monthly) and daily drying are recommended.
* Levelling: If a surface (like a table top) becomes uneven due to wood movement or steelwork settling, we will level it using appropriate shims/packers during installation or servicing. These will be placed discreetly.
* Painted Finish (on metal components)
As mentioned, coated bases can chip. Professional touch-up is recommended to avoid corrosion.
Product Category 2 Specific Terms – Solid Wood & Resin Products
* Choosing Your Timber
After order confirmation, we source suitable timber and send photos. If exact characteristics/dimensions aren’t available, we aim to offer options. Due to the rare and natural timber used, there might be a trade-off between character (surface/edges) and precise dimensions.
* The Resin Colour
We use reference projects or samples to confirm colour choice, but exact replication isn’t guaranteed. Variations between samples/past projects and the final product are possible as each resin pour is unique. Resin patterns are organic results of the curing process and cannot be guaranteed.
* Resin Product Imperfections
The characterful timber and irreversible resin process can lead to permanent imperfections.
* Bubbles: Despite preparation, air bubbles can get trapped in or at the surface of the resin, especially with highly characterful wood. We treat surface bubbles, but some filled pockets or internal bubbles are normal.
* Timber Variations: Natural colour variations across surfaces and edges are expected.
* Dust/Detritus: While we meticulously clean between pours, microscopic particles might get trapped within resin layers.
* Flatness: Imperfections in board flatness are addressed with embedded steel stiffeners where applicable. We work to a tolerance of 1% deflection relative to width.
Be aware that natural timber imperfections and minor process-related imperfections (bubbles, trapped particles) may be present and form part of the product’s unique appearance.
Product Category 3 Specific Terms – Bespoke Kitchen Installations
These Terms govern the design, manufacture, and installation (if applicable) of custom-made kitchens provided by Raw Craft Forge Ltd.
* Design and Specifications:
* Design Process: Preliminary designs/renderings are illustrative unless confirmed in writing as the final specification.
* Approval: The Customer must approve final designs, plans, material specifications (wood type, finish, metalwork etc.), and drawings in writing before manufacturing begins. Changes post-approval may incur extra charges and delays.
* Artisan Nature: Customer acknowledges handcrafted nature using natural materials. Variations in colour, grain, texture, and natural imperfections are inherent and not defects.
* Metalwork: Custom metalwork is based on approved designs. Slight variations in appearance/dimensions due to forging/finishing are acceptable.
* Price Adjustments: Raw Craft Forge Ltd reserves the right to adjust price due to significant specification changes, unforeseen site conditions, or material cost increases beyond reasonable control. Customer will be notified and can accept revised price or cancel (subject to cancellation terms).
Product Category 4 Specific Terms – Chairs & Seating
* Warranty Terms: The European legal warranty is 2 years from the product invoicing date.
* Covered Defects: Covers product compliance defects (original defects within 24 months). Excludes defects arising from non-compliance with use instructions, accidental damage, stains, bad maintenance, etc. Warranty is void if damage is caused by the end user after delivery.
* Expired Warranty: After 2 years, the Manufacturer is not legally obliged for free repair/replacement. Contact Raw Craft Forge Ltd to discuss potential solutions.
* Warranty Provider: The legal warranty is provided by the retailer (Raw Craft Forge Ltd). Direct inquiries regarding warranty to Raw Craft Forge Ltd.
Delivery & Installation (All Products Manufactured by Raw Craft Forge)
* Standard Delivery & Installation: Raw Craft Forge Ltd arranges standard delivery. If installation is included, it typically covers basic assembly/placement. For individual product orders exceeding £5000 (excl. VAT & installation), standard mainland UK delivery for that product is free.
* Customer Responsibility for Access: Customer must ensure clear, suitable access for delivery and installation.
* Non-Standard Access: If delivery/installation personnel deem access restricted beyond standard parameters (narrow points, multiple stairs without lift/assistance for heavy items), the “Specific Terms for Delivery and Installation of Large or Heavy products” apply. This may require revised methods and incur extra charges.
* Delivery Timeframe & Inspection: Customer notified of timeframe upon dispatch. Customer must inspect goods immediately upon arrival for damage and report any issues to Raw Craft Forge Ltd in writing within receipt (specify timeframe, e.g., 48 hours).
* Customer Assembly: If minor assembly is required by the customer (for items not installed by us), this will be communicated.
Specific Terms and Conditions for Delivery and Installation of Large or Heavy products – Raw Craft Forge Ltd
(Applies to large tables, kitchen islands, bar furniture, beds, large mirrors etc.)
* Customer Responsibility for Access Information: Customer must provide comprehensive access information:
* Photographic Evidence: Clear photos of all access points (doorways, halls, stairs, potential obstructions).
* Detailed Measurements: Accurate measurements of doorways (width/height), hallways (width), stairwells (width/angles), ceiling heights, obstructions.
* Floor Level & Lift Access: Specify ground or upper floor. For upper floors, state floor number and if lift access is available (provide lift dimensions/weight capacity).
* Company Assessment of Access: Raw Craft Forge Ltd reviews provided information to assess standard delivery feasibility.
* Delivery Proposal for Challenging Access: If standard delivery seems challenging/impossible based on info, Raw Craft Forge Ltd provides a bespoke delivery proposal outlining:
* Recommended approach (special handling, partial disassembly if feasible, alternative routes).
* Need for special equipment (cranes, hoists, extra personnel).
* Potential additional costs (equipment rental, extra labour, extended time).
* Customer Agreement on Delivery Proposal: Customer must agree to the bespoke proposal (including costs) in writing before dispatch. Raw Craft Forge Ltd may refuse delivery if customer rejects a necessary specialized approach or if actual conditions differ significantly from info provided and are unsafe/impossible.
* On-site Assessment and Refusal: Delivery team reserves right to refuse delivery on-site if conditions are unsafe, likely to cause damage (property/furniture), or significantly different from provided info. Customer is responsible for return/storage costs. A revised solution (potentially with further charges) must be agreed.
Disclaimer Regarding Product Images
All product images on our website and promotional materials are illustrative examples of our bespoke capabilities.They show style, materials, and design possibilities. As each piece is individually handcrafted, the final product may vary in appearance (wood grain, colour, exact dimensions, resin patterns etc.).
Intellectual Property
* Ownership: All intellectual property rights (copyrights, designs, trademarks, trade secrets) in products, website content, brochures, drawings, specifications remain exclusive property of Raw Craft Forge Ltd or its licensors.
* Customer’s Rights: Purchase grants a limited, non-exclusive, non-transferable license for the product’s intended use only. No right to reproduce or distribute the product or substantial parts.
* Prohibited Actions: Customers must not reproduce/copy/imitate products competitively, create derivative works commercially, distribute/sell infringing products, or use trademarks/logos without prior written consent.
* Custom Designs: Raw Craft Forge Ltd retains ownership of its unique design contributions in bespoke orders. Customer owns rights to their specific requirements/input. Raw Craft Forge Ltd may showcase bespoke designs unless agreed otherwise in writing.
* User-Generated Content: Customer photos provided grant Raw Craft Forge Ltd a non-exclusive, royalty-free license for website/marketing use.
* Infringement: Raw Craft Forge Ltd reserves the right to legally protect its intellectual property.
Limitation of Liability
Except as expressly provided herein, Raw Craft Forge Ltd’s liability is limited to the product purchase price. To the maximum extent permitted by law, Raw Craft Forge Ltd is not liable for indirect, incidental, special, consequential, or punitive damages (loss of use, profit, business interruption) arising from purchase, use, or inability to use products, even if advised of such possibility.
Raw Craft Forge Ltd is not liable for damages from: improper use/maintenance; unauthorized modifications; normal wear and tear; accidents, negligence, or acts of God.
Acceptance of Terms
We kindly ask that all customers, when making a purchase from Raw Craft Forge Ltd via www.RawCraftForge.co.uk, acknowledge their understanding and acceptance of these sales terms and conditions. These terms ensure a clear agreement. For questions or clarification before purchase, please contact us at info@rawcraftforge.co.uk.