Terms and Conditions
1. About These Terms
These Terms & Conditions apply when you use the Highland Made Crafts website, submit a request, place an order, make a payment, or purchase any item from us.
By using this website or placing an order, you agree to these Terms & Conditions. Please read them carefully before submitting a request or order.
Highland Made Crafts is a small handmade craft business based in Inverness, Scotland. We create handmade woodwork, stained glass, mirrors, home decor and mixed-material items.
2. Handmade and Made-to-Order Items
Most items sold by Highland Made Crafts are handmade to order. This means that the item may not already exist at the time you submit your request or order.
The photos shown on the website are examples of the design, style, colour, finish and general appearance of the item. Because each item is handmade, there may be small variations in wood grain, glass texture, solder lines, colour, finish, shape, measurements and general appearance.
These variations are part of the handmade nature of the product and do not normally count as faults.
3. Product Requests and Order Approval
Some products may be listed as request-only or payment-later items. This means that you can submit a request through checkout, but no payment is taken at that stage.
Submitting a request does not automatically mean that your order has been accepted.
After receiving your request, we will review the item, availability, price, requested options, making time and delivery requirements. We may then accept the order, ask for more information, amend the price or timescale, or decline the request.
If your request is accepted, we will confirm the price, estimated making time and payment details. No work will begin until payment has been received, unless we agree otherwise in writing.
4. Pricing
Prices shown on the website may be fixed prices or guide prices, depending on the item.
Where a product is described as “from” a price, “price on request”, “made to order” or “custom”, the final price may vary depending on size, material, finish, colour, complexity, delivery method and any requested changes.
We reserve the right to correct pricing errors before accepting an order. If a pricing error is discovered after you submit a request, we will contact you before accepting the order.
5. Payment
Payment may be requested after your order has been reviewed and accepted.
Payment may be made by the method offered at the time, which may include card payment, payment link, bank transfer or another agreed method.
Where payment is requested by payment link, you are responsible for ensuring that payment is made using the correct link and amount.
No item will be made, dispatched or released until payment has been received in full, unless we agree otherwise in writing.
For larger or custom items, we may request a deposit before work begins and the remaining balance before dispatch or collection.
6. Making Times and Dispatch Estimates
Making times vary depending on the item, design, size, material availability, finish and current workload.
Estimated making times shown on product pages or in messages are estimates only. We will do our best to meet them, but delays can happen due to material availability, workload, illness, courier delays, weather or other circumstances beyond our control.
Delivery time begins after the item has been made, checked, packaged and dispatched. Delivery time does not include the making time.
7. Product Descriptions and Images
We try to describe and photograph items accurately. However, colours may appear slightly different depending on lighting, screen settings, camera settings and the natural variation of materials.
Photos may show example items, staged settings, previous commissions or similar designs. Unless stated otherwise, accessories, props, plants, candles, toiletries or other display items shown in photos are not included.
8. Custom Orders
Custom orders may include personalised designs, non-standard sizes, custom colours, bespoke stained glass panels, custom mirrors, altered woodwork, special finishes or any item made to your specific requirements.
Custom orders are reviewed before being accepted. We may refuse a custom order if we believe it is unsuitable, unsafe, impractical, outside our skillset, too time-consuming, unavailable due to materials, or otherwise not appropriate.
For custom orders, you are responsible for providing accurate measurements, clear instructions and any relevant details before work begins.
If you provide incorrect measurements or unclear instructions, we may not be responsible if the finished item does not fit or does not match what you expected.
9. Customer Measurements
For items made to fit a specific space, such as over-door panels, shelves, mirrors or custom fittings, you must provide accurate measurements.
Measurements should include width, height, depth and any relevant fitting limitations. We may ask for photos of the space to help understand your request.
Unless we have personally measured the space, we are not responsible for incorrect customer-provided measurements.
10. Delivery
We currently offer delivery within the UK unless otherwise stated.
Items are carefully packaged before dispatch. Tracked delivery may be used where possible, especially for fragile, higher-value or one-of-a-kind items.
Delivery costs will be shown at checkout or confirmed before payment. Free UK delivery may be available on orders over ÂŁ75 where stated.
You are responsible for providing the correct delivery address. We are not responsible for delays, failed deliveries or losses caused by incorrect or incomplete delivery details provided by you.
11. Collection
Where collection is agreed, we will contact you when the item is ready. You must collect the item at the agreed time and location.
Responsibility for the item passes to you once it has been collected.
12. Damage in Transit
If your item arrives damaged, you must contact us as soon as possible.
You should provide:
- your order number;
- photos of the damaged item;
- photos of the packaging;
- photos of the delivery label;
- a short explanation of the issue.
You must keep the original packaging until the issue has been reviewed, as it may be needed for a courier or insurance claim.
If you dispose of the packaging or fail to provide reasonable evidence of damage, this may affect our ability to resolve the issue.
Where an item is confirmed as damaged in transit, we will discuss the appropriate next step, which may include repair, replacement, refund or another reasonable solution.
13. Returns and Cancellations
For standard ready-made items bought online, you may usually cancel your order within 14 days of receiving the item and then return the item within a further 14 days.
Returned items must be unused, undamaged and returned in their original condition. You are responsible for taking reasonable care of the item while it is in your possession.
You may be responsible for return postage costs unless the item is faulty, damaged or not as described.
Refunds will normally be processed after the returned item has been received and checked.
14. Custom-Made and Personalised Items
Custom-made, personalised, bespoke or made-to-measure items may not be eligible for cancellation or return simply because you change your mind.
This includes items made to your measurements, requested colours, personalised design, custom layout, custom wording, altered finish, bespoke stained glass design, or any other specific customer requirement.
This does not affect your legal rights if the item is faulty, damaged, not as described or not made with reasonable care and skill.
15. Faulty Items
If you believe an item is faulty, please contact us as soon as possible with your order details and photos of the issue.
We will review the issue and may offer repair, replacement, refund or another appropriate solution depending on the circumstances.
Normal handmade variation, natural wood movement, small differences in glass texture, slight colour differences, solder variations, knots, grain patterns or minor measurement differences do not usually count as faults.
16. Care Instructions
You are responsible for following any care instructions provided with the item or shown on the product page.
Wooden items should usually be wiped clean with a damp cloth and dried fully. Wooden boards and handmade woodwork should not be placed in a dishwasher or left soaking in water.
Stained glass items should be cleaned gently with a soft dry or slightly damp cloth. Do not use harsh chemicals, abrasive cleaners or pressure on soldered areas.
Items used in bathrooms, kitchens or damp areas should be kept as dry as reasonably possible and should not be left in prolonged direct contact with water unless clearly stated as suitable.
17. Safety
Stained glass, mirrors and handmade decorative items are not toys. They should be handled with care and kept away from young children and pets.
Items must be fitted, hung or mounted securely using suitable fixings for your wall type. We are not responsible for damage or injury caused by incorrect installation, unsuitable fixings, misuse or failure to follow care and safety instructions.
If you are unsure how to fit an item safely, you should seek appropriate help from a competent person.
18. Use of Products
Products are intended for normal domestic decorative or light practical use unless stated otherwise.
Wooden serving boards and chopping boards should be used and cared for appropriately. Decorative boards may not be suitable for heavy chopping unless specifically described as suitable.
Shelves, hooks, towel holders and wall-mounted items must not be overloaded. Weight limits may vary depending on the design, wall type and fixings used.
19. Intellectual Property
All designs, photos, text, branding, product names, website content and images on this website are owned by or licensed to Highland Made Crafts unless otherwise stated.
You may not copy, reproduce, reuse, sell, modify or distribute our content without permission.
Custom work created by Highland Made Crafts may be photographed and used for marketing, portfolio, website or social media purposes unless you tell us in writing that you do not want this.
20. Website Use
You must not misuse the website, attempt to interfere with its operation, upload malicious content, submit false details, or use the website for unlawful purposes.
We may refuse service, cancel requests or restrict access if we believe the website or order process is being misused.
21. Limitation of Liability
We are responsible for providing items with reasonable care and skill.
We are not responsible for losses caused by misuse, incorrect installation, incorrect measurements supplied by you, failure to follow care instructions, normal wear and tear, accidental damage, or circumstances outside our reasonable control.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.
22. Events Outside Our Control
We are not responsible for delays or failures caused by events outside our reasonable control, including courier delays, material shortages, severe weather, illness, technical issues, power failure, supplier problems or other unexpected events.
If this happens, we will contact you as soon as reasonably possible and try to resolve the issue fairly.
23. Changes to These Terms
We may update these Terms & Conditions from time to time.
The version that applies to your order will normally be the version available on the website at the time you submit your request or place your order.
24. Governing Law
These Terms & Conditions are governed by the laws of Scotland.
If a dispute arises, both parties should try to resolve it informally first. If it cannot be resolved, it may be dealt with by the appropriate Scottish courts or other competent authority.
25. Contact
If you have any questions about these Terms & Conditions, an order, a return, a damaged item or a custom request, please contact us:
Email: Jules@highlandmadecrafts.co.uk
Website: highlandmadecrafts.co.uk
Location: Inverness, Scotland
