Refund policy

Chiltern Forge – Returns and Refund Policy

At Chiltern Forge, every item is crafted with care, attention, and a healthy dose of fire and enthusiasm. If something isn’t quite right, we’re here to help.

1. Returning an Item

If you’d like to return a product, you have 14 days from the date of delivery to let us know.

To be eligible for a return, the item must be:

  • unused

  • in its original condition

  • returned with any packaging or accessories it arrived with

Chiltern Forge LTD does not accept unsolicited returns. Please contact us before sending any item back. We will provide the correct return address and instructions once your return has been approved.

Once we receive and inspect the item, we’ll process your refund to the original payment method.

2. Items That Cannot Be Returned

Some items are non-returnable, including:

  • custom or personalised pieces

  • made-to-order items

  • products that have been used, damaged, or altered after delivery

Hand-forged items naturally have variations in colour, texture, and finish — these are part of their character and not considered faults.

 

3. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours with photos of the issue.

We will:

  • repair the item,

  • replace it, or

  • issue a refund

depending on the situation.

Damage caused by misuse, neglect, or improper care isn’t covered.

4. Return Shipping

  • Return postage is the customer’s responsibility unless the item is faulty.

  • We recommend using a tracked service, as we can only process refunds once the item arrives safely back with us.

5. Cancellations

If you need to cancel an order, please contact us before the item is dispatched.
Once shipped, the return policy applies.

6. Exchanges

We currently do not offer direct exchanges.
If you’d like a different item, simply return the original (if eligible) and place a new order.

 

7. Gift Purchases

If you received an item as a gift:

  • refunds can only be issued to the original purchaser

  • returns must follow the same conditions as above

8. Contact Us

If you have any questions about returns, refunds, or product care, we’re always happy to help.
Just get in touch and we’ll guide you through the process.