Return Policy
Last updated: 2 September 2026
We want our returns policy to be clear and straightforward.
Many Black Forge Art products are handmade to order and some are bespoke or personalised specifically for an individual customer. Your return rights therefore depend on the type of product purchased.
Nothing in this Returns Policy affects your statutory rights.
Standard Products – 28-Day Returns
For eligible standard products purchased online, a return may be requested within 28 days of the original delivery date.
To be eligible for a change-of-mind return, the product must remain in its original delivered condition and must not have been installed, fitted, used, altered or damaged beyond the handling reasonably necessary to inspect it.
Please contact us before returning anything so that we can confirm the return details and provide instructions.
You can request a return by:
Email: info@blackforge.co.uk
Telephone: 01797 270073
Online: Via our website contact form
Post: Black Forge Art, Owley Farm, Wittersham, Kent, TN30 7HL, United Kingdom
Return Costs
For an accepted change-of-mind return where the product is not faulty, damaged or incorrect, the customer is responsible for the cost of returning the product to Black Forge Art.
You may arrange suitable return shipping yourself or, where possible, we may be able to arrange collection using one of our couriers and advise you of the cost.
There is no restocking fee for an eligible return.
The customer is responsible for ensuring that the product is safely and suitably packaged for its return journey.
We recommend using an appropriate tracked and insured service, particularly for valuable products.
Refunds
Once an eligible returned product has been received and checked by Black Forge Art, the applicable refund will be issued within 3 working days of receipt of the returned goods.
Refunds will normally be made to the same payment method originally used for the purchase.
For eligible distance-sale cancellations where statutory cancellation rights apply, any original standard delivery charge will also be refunded where required by law. If you selected a more expensive enhanced delivery service, we are not required to refund the additional amount above our standard delivery cost.
We may make a lawful deduction where a returned product has been handled beyond what would reasonably be permitted when examining it and its value has consequently been reduced.
Bespoke and Personalised Products
Many Black Forge Art products are individually designed or manufactured specifically for a customer’s requirements.
The normal statutory change-of-mind cancellation right applicable to many online purchases does not apply to goods made to the consumer’s specifications or clearly personalised.
This may include products incorporating:
Bespoke or individually commissioned artwork
Customer-supplied photographs or designs
Names, wording or personalised lettering
Customer logos
Individually requested designs
Bespoke dimensions or specifications
Other personalisation specifically requested by the customer
This does not affect your statutory rights if a bespoke or personalised product is faulty, damaged, not as described or does not conform to the specification agreed with us.
If you wish to cancel a bespoke order, please contact us as soon as possible.
Where design or manufacture has not commenced, we will normally be able to cancel the order and refund payments made.
Where design, material purchasing, manufacture or other work has already begun, we will advise what costs have been incurred and what refund, if any, can reasonably be provided.
Handmade-to-Order Products
A product being manufactured after an order is placed does not necessarily mean that it is bespoke or personalised.
Where a standard Black Forge Art product is simply manufactured to our normal specification after receiving your order, your applicable consumer cancellation and return rights continue to apply.
The bespoke/personalised exception above applies where the product has genuinely been made to your individual specifications or clearly personalised for you.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, is faulty or is not what you ordered, please contact us as soon as reasonably possible.
Where possible, please provide photographs showing:
The product and the fault or damage
The external packaging
Any visible damage to the packaging
The shipping label
Please retain the original packaging while we investigate a delivery-related issue.
Where a product is faulty, damaged or incorrect, you will not be required to pay return postage where Black Forge Art is legally responsible for the return. We will arrange or reimburse reasonable return arrangements as appropriate.
Depending on the circumstances and your statutory rights, the appropriate remedy may include repair, replacement, price reduction or refund.
Please Check Products Before Installation
Please inspect your product before installing, fitting, modifying or using it.
If you believe there is a problem, please contact Black Forge Art before undertaking any repair, modification or reworking of the product.
Unauthorised alteration or repair may make it more difficult for us to determine the original condition or cause of a problem and may affect any claim where the alteration itself has caused or contributed to the fault.
This does not affect statutory rights relating to faults that were already present.
Problems After Installation
If you discover a fault after a product has been installed or fitted, please contact us before removing, modifying or returning it.
We will discuss the issue with you and advise on the appropriate next step. Depending on the circumstances, this may involve replacement parts, repair, return for inspection, replacement or another appropriate remedy.
Responsibility for removal, reinstallation or associated costs will depend on the circumstances and your applicable statutory rights.
Returning Large or Heavy Products
Many Black Forge Art products are large, heavy or unusually shaped.
Please contact us before arranging a return.
If we arrange a courier collection, the product must be safely packaged and made reasonably accessible for collection.
For change-of-mind returns, the customer remains responsible for the return cost.
For faulty, damaged or incorrect products where Black Forge Art is responsible for the return, we will arrange or cover the appropriate reasonable return costs.
Packaging
Customers are responsible for disposing of packaging, pallets and other delivery materials unless otherwise agreed.
If you may need to return a product, we recommend retaining suitable packaging until you are satisfied with your order.
Exchanges
We do not operate a standard exchange service.
If you wish to change an eligible product, please contact us. In most cases this will be handled as a return and, where appropriate, a separate new order.
This does not affect any repair or replacement remedy available for faulty, damaged or incorrect goods.
Guarantees
This Returns Policy does not replace or alter any additional Black Forge Art product guarantee.
Our additional guarantees operate alongside your statutory rights.
Please see our Terms & Conditions and the relevant product information for details of any applicable Black Forge Art guarantee.
Questions About a Return?
If you are unsure whether a product will be eligible for a change-of-mind return — particularly before ordering a handmade, bespoke or personalised product — please contact us and we will be happy to clarify.
Contact Black Forge Art
Black Forge Art
Owley Farm
Wittersham
Kent
TN30 7HL
United Kingdom
Telephone: 01797 270073
Email: info@blackforge.co.uk
Website: www.blackforgeart.co.uk