Cancellations, Returns and Refunds

Version date: 18 August 2026

This policy explains cancellation and return rights for orders placed with March Oaks Construction Ltd, trading as Bespoke Tower Clocks. It should be read with our Customer Terms of Sale and Supply.

1. Before we accept an order

You may withdraw an enquiry or decline a Quotation at any time before we issue an Order Confirmation. No Contract exists until the requirements in our Customer Terms have been met.

If you have separately commissioned and received paid design, survey or consultancy work, charges for that work are dealt with under the relevant service terms.

2. Bespoke and personalised Goods

Most of our timber clock towers and roof turrets are manufactured only after an order is accepted and are made to an approved project specification. This may include the turret dimensions, roof profile, roof material, colour, panel design, clock-face layout, lettering, crest, weathervane, fixing arrangement or other choices.

Where Goods are made to a Consumer’s specifications or are clearly personalised, the 14-day statutory change-of-mind cancellation right for distance and off-premises contracts does not apply.

The Order Confirmation will identify the Goods treated as bespoke. This exception does not affect rights where Goods are faulty, not as described, not fit for an agreed purpose or otherwise fail to conform to the Contract.

3. Services and the 14-day cancellation period

A Consumer entering a distance or off-premises contract for design, survey, installation or another Service normally has 14 days from the day after the service contract is formed to cancel.

We will not begin chargeable Services during that period unless the Consumer expressly asks us to start.

Where the Consumer asks us to start during the cancellation period:

• if the Consumer cancels after work has started, the Consumer must pay a proportionate amount for Services properly performed up to cancellation; and
• if the Service has been fully performed after the Consumer’s express request and acknowledgement, the cancellation right ends when the Service is complete.

4. Non-bespoke Goods

If we supply a separate item that is not bespoke, personalised or otherwise exempt, a Consumer buying at a distance may cancel within 14 days after the day the Consumer, or a person identified by the Consumer, receives the Goods.

To cancel, the Consumer must send a clear statement before the cancellation period expires. The model cancellation form may be used but is not compulsory.

The Consumer must return cancellable Goods without undue delay and no later than 14 days after telling us of the cancellation, unless we agree to collect them.

The Consumer is responsible for the direct return cost where that was explained before the Contract, except where the Goods are faulty or we agree otherwise. Bulky Goods must not be returned without arranging a suitable method with us.

The Consumer must take reasonable care of the Goods. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the Goods.

5. Refunds for a valid statutory cancellation

Where a valid statutory cancellation right applies, we will make the refund within the legal time limit, normally no later than 14 days after:

• we receive the returned Goods;
• the Consumer provides evidence of return, if earlier; or
• for a service-only contract, we are told of the cancellation.

We will refund the basic outbound delivery charge where the law requires it. An upgrade above our least expensive standard delivery option is not refundable unless required by law.

Refunds are normally made by the original payment method unless agreed otherwise.

6. Customer-requested cancellation where no statutory right applies

You may ask to cancel at any time, but we do not have to accept a cancellation of bespoke Goods after the Contract is formed.

If we agree to end the Contract, or you terminate in breach, we may retain or recover reasonable loss directly caused by the cancellation, including work completed, project-specific materials and components, supplier charges, transport or storage already incurred and directly resulting net loss of profit, after allowing for costs saved and reasonable mitigation or resale value.

For a Consumer, we will not treat a substantial payment as automatically non-refundable regardless of actual loss. We will provide a reasonable explanation of the calculation on request and refund any balance due.

Because a completed clock tower may be unique to one building, the amount payable following late cancellation can be substantial and may in some cases approach the unpaid Contract balance, but only to the extent that this reflects genuine loss after mitigation.

7. Changes to an order

A requested change is not effective until agreed in writing. Changes after design approval or material ordering may cause additional cost, waste, delay or remanufacture and will be priced as a Variation.

8. Faulty, damaged or incorrectly supplied Goods

This policy does not limit legal rights where Goods are faulty, damaged before risk passes, not as described, incorrectly installed by us or otherwise fail to conform to the Contract.

Please contact us promptly with the order number, photographs and a description. Do not arrange non-urgent third-party repair before giving us a reasonable opportunity to inspect and propose a remedy.

For Consumers, available remedies may include rejection, repair, replacement, price reduction or refund depending on the circumstances and the Consumer Rights Act 2015. We are responsible for reasonable return or collection costs where the law requires it.

9. Business Customers

Business Customers do not have the statutory 14-day change-of-mind right that applies to Consumers. Cancellation, rejection and remedies are governed by the Contract and applicable business law.

10. How to cancel or request a return

Send the following to enquiries@bespoketowerclocks.co.uk:

• name and contact details;
• Quotation, Order Confirmation or invoice number;
• Goods or Services concerned;
• order and delivery dates where applicable;
• reason for the request, although a Consumer exercising a statutory change-of-mind right does not have to give one; and
• photographs where the Goods are damaged or faulty.

You may also write to our registered office:

March Oaks Construction Ltd, trading as Bespoke Tower Clocks
See the registered office in the website footer

11. Statutory rights

Nothing in this policy removes or reduces statutory rights that cannot lawfully be excluded.