Refund policy

Every piece of Teddie London architecture is engineered to order. We do not pull inventory from a warehouse shelf; your equipment is crafted specifically for you at the moment of purchase. Because of this bespoke manufacturing process, our return and cancellation protocols are strictly enforced.

01: The Bespoke Exemption

We do not accept returns, exchanges, or issue refunds for "change of mind," incorrect size selection, or buyer's remorse. By completing your checkout, you acknowledge that you are commissioning a custom-built piece of equipment. We strongly advise you to review all technical specifications, dimensional data, and colourway configurations before finalizing your build.

02: Zero Cancellation Window

Work on your structure begins immediately upon order confirmation. The digital build profile is instantly routed to the workshop floor, and the Nappa leather is cut to your precise specifications. Because materials are committed immediately, orders cannot be cancelled, amended, or recalled once checkout is completed. All sales are final from the moment of purchase.

03: Structural Failure & Defect Resolution

We engineer our hardware to flawless tolerances. However, if your equipment arrives with a verified manufacturing defect, print misalignment, or hardware failure, your rights are fully protected under UK law.

The Evaluation Protocol: If you believe your item has a structural defect, you must initiate the Evaluation Protocol within 30 days of receiving your delivery.

  1. Document the Failure: Take clear, well-lit photographs of the defect, the overall product, and the original packaging.

  2. Submit the Report: Email your evidence, along with your Order ID and the "Structure" name, to our support desk.

  3. The Resolution: Our engineering team will review the claim within 48 hours. If the defect is verified as a manufacturing error, you are legally entitled to a full refund or an expedited replacement build at zero cost.

04: Courier Transit Damage

If your parcel arrives visibly damaged or crushed by the courier network (FedEx, DHL, or Royal Mail), you must sign for the parcel as "Damaged" with the driver. Document the external damage before opening the parcel, and contact us immediately so we can deploy a replacement and file a claim with the freight network.