Refund Policy
Returns & Cancellations Policy - Liv Cornall Design
Last updated: August 2026
This policy explains how cancellations, returns, refunds and damaged or faulty products are handled by Liv Cornall Design.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
1. Cancellations Before Delivery
If you need to cancel an order, please contact us as soon as possible at info@livcornall.com.
For standard products made using our usual designs and templates, we offer a full refund for cancellations made within 7 calendar days of purchase, where possible before materials have been prepared or production has progressed.
If an order has been made to your individual specifications, including bespoke dimensions, personalised details or other requirements specific to you, cancellation rights may be different. Please see “Bespoke and Custom-Specified Pieces” below.
2. Returns
Standard items
Please be aware that we are a very small business and we hand craft our work to order individually or in small batches. However in accordance with applicable consumer law, standard non-bespoke products purchased online may be cancelled within 14 calendar days beginning on the day after delivery,
If you wish to cancel after receiving your order, please email info@livcornall.com within this 14-day period, including your order number and a clear statement that you wish to return it and why. After notifying us, you must return the item within 14 calendar days.
The customer is responsible for arranging, insuring and paying the full cost of returning an item. Large furniture must be returned using a suitable dedicated two-person furniture courier.
Returned items must be unused and in their original condition, with the original packaging where reasonably possible. If the item has been used beyond what is necessary to inspect it, or is returned damaged, improperly packaged or with a reduced value, we may make a reasonable deduction from the refund.
We do not offer exchanges for change-of-mind returns because our products are made to order. If you would like a different product, you may return the original item where applicable and place a new order.
Bespoke and Custom-Specified Pieces
Products made to your bespoke dimensions, personalised specifications, custom timber selections or other requirements specific to you may be exempt from the standard right to cancel for a change of mind under the Consumer Contracts Regulations 2013.
Where this exemption applies, bespoke or custom-specified pieces cannot be cancelled or returned for a change-of-mind refund once production has begun, except where required by law.
3. Damaged Items on Delivery
Please inspect your order as soon as possible after delivery.
If an item arrives damaged in transit, please contact us within 48 hours of delivery at info@livcornall.com. Please include photographs of the item, the packaging and the courier labels, together with your order number.
The 48-hour notification period is important because it allows us to make a claim under the courier’s transit insurance. It may not be possible to arrange a replacement or refund if we are notified outside of this time.
If the damage is confirmed in time, we will arrange and pay for collection of the damaged item. We will first try to repair your damaged item, if it is possible to make the damage unnoticeable and strong. Otherwise we will send a replacement as soon as possible. If a replacement is not available in stock you may need to wait for a new piece to be made, but we will make it a workshop priority.
4. Faulty, Incorrect or Mis-described Items
If your item is faulty, incorrect or not as described, please contact us as soon as reasonably possible at info@livcornall.com, explaining the problem and including photographs where helpful.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights. This may include repair, replacement or refund.
The 48-hour reporting period for transit damage applies but does not remove or limit your legal rights regarding faulty, incorrect or misdescribed products.
5. Contact
For all cancellation and return enquiries, please contact:
Email: info@livcornall.com
Website: www.livcornall.com
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