After Sales Service

If the customer requires repair or maintenance to a product we have supplied as a result of wear and tear or damage they have caused, Stratum Designs will examine the product. Where repair or maintenance is possible, we will provide an estimation of associated costs to the customer.

If a bespoke product sustains damage through wear and tear, we will examine the products. We will not guarantee the exact replacement of any components or decoration, but will employ reasonable efforts to offer alternative solutions that resolve any issues. Where repair is possible, we will provide an estimation of associated costs.

In the event that any surface decoration requires replacement involving machining processes, we will not guarantee an exact like-for-like replacement of those components, but will use reasonable efforts to match their colour scheme as closely as reasonably possible. This applies to both bespoke and off the shelf products.

Prior to any repair or maintenance work being undertaken by Stratum Designs, all payments to us must be made by you in advance of the work commencing. In the event payment is not made, Stratum Designs is not obliged to commence any repair or maintenance work on the product.

How we will deal with customer grievances

Stratum Designs are proud of its high standards of design, manufacture and quality control. However, we understand that in some circumstances, mistakes can be made and have procedures in place to deal with any such issues kindly and cordially. Our products have a lifetime guarantee against breakdown through normal use, defective workmanship and materials. So if your product develops a fault within its guarantee period we will arrange for its repair or replacement, free of charge. The guarantee will only apply when products are used under normal use, and in the correct conditions or environments, and if the care guidelines provided have been adhered to. Considerations around the location and environment the product is intended for (by the customer) are crucial and should be made in accordance with our care guidelines provided.

Stratum Designs recommends that the customer read our care guidelines once they have received their product. This will identify and help avoid scenarios that could cause accidental damage, for which Stratum Designs will not be liable. In the event of accidental damage, some household insurance policies may provide this cover.

All our products have been designed and made for indoor use only where the environment will not allow exposure to excessively dry, hot or damp atmospheres. All products must be used in normal ambient indoor conditions. This applies to scenarios when the product is in storage, whereby climate control is essential to prevent unwanted shrinkage or swelling to intricate surfaces made from a variety of materials. If the customer fails to comply with our care instructions, including bulb wattage and type (relating to our lamps), thus allowing exposure to extremes of temperature, light, dampness and humidity, the product may sustain damage in the form of shrinking, swelling, crazing, cracking, splitting, warping, bubbling, change in surface texture, colour, pattern and dimensions for which Stratum Designs cannot be held responsible.

Customers should be aware and understand that timber, whether sheet based or in its machined form, is a material that will age over a period of time under normal use, and thus have an evolving visual appearance. This is a quality that Stratum Designs celebrates, and will not be considered a defect.

Customers may have seen photographic material depicting our products that we may or may not be responsible for. Images may be printed or web based and show our products in a variety of locations and environments. In these scenarios the products may also be incomplete, and at an arbitrary point in their manufacturing process. These images should not be interpreted as guidelines for the normal use once a finished product has been purchased, and customers must always refer to the product description, specifications and care guidelines prior to and after purchase.

You can tell us about problems relating to our products. Stratum Designs operate quality control procedures to ensure reasonable consistency and high quality. Upon receipt of an order, it is the responsibility of the customer to check all items in order to identify and report to us within 48hrs any issues or breakages. In the unlikely event that you feel that a product has unacceptable qualities, please do contact our customer service team at hello@stratumdesigns.co.uk, We will aim to respond within 5 working days.

Summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice websites www.adviceguide.org.uk or call 03454 040506. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

(a) up to 30 days: if your goods are faulty, then you can get an immediate refund or a replacement;

(b) up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases;

If the customer chooses to exercise their legal rights to reject products, they must notify us by contacting our customer service team via email at hello@stratumdesigns.co.uk or by phone on 07730436911. Proof of purchase must be provided. Customers will be responsible for paying the costs of collection. For more details please see below.

Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online or from a distance (such as via email or over the telephone) you have a legal right to change your mind within 14 days and receive a refund. However, for peace of mind we will allow you the ability to cancel your order at any time before production commences, or ask to return the product within 14 days of delivery (this does not apply to Bespoke Products. Please see below). These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below..

When you don't have the right to change your mind? You do not have a right to change your mind in respect of any Bespoke Product.
How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
Have you bought a product from our Collection, if so you have 14 days after the product is delivered to change your mind. The product must be unused and in its original packaging.
Have you bought Bespoke Products, if so you do not have a right to change your mind as the products have been manufactured to the specifications chosen by you