Refunds & Returns
At Forge & Lumber, we stand behind the quality of our products and want you to be completely satisfied with your purchase. If for any reason you're not satisfied with your order, we offer a comprehensive returns policy that meets consumer protection laws in the markets we serve.
Our standard returns policy
Our returns policy applies to all items purchased directly from Forge & Lumber. If you're not completely happy, you may return your item for a refund within 30 days of receiving your order. If you're returning simply because you've changed your mind, we reserve the right to apply a 10% restocking fee. We also offer size exchanges within 90 days of receiving your order.
To start a return or exchange, please contact our customer service team with your order number and the reason for your request. (EU customers — see the section below; you can withdraw directly on our website without contacting us first.)
Items must be returned in their original condition — unused and undamaged, with all original packaging and tags intact. We reserve the right to refuse a refund where returned items don't meet these criteria.
Once we receive your return, we'll inspect it against the above. If eligible, we'll refund the original payment method within 7–10 business days.
Shipping and handling charges are non-refundable, and you're responsible for return shipping costs. We recommend using a trackable service, as we can't be responsible for packages lost or damaged on the way back to us.
If your item arrives defective or damaged, please contact us straight away and we'll put it right.
EU customers: your right of withdrawal
If you're a consumer in the EU, you have a statutory right to withdraw from your order within 14 days of receiving your item, without giving a reason. This sits alongside our standard policy above; where the two differ, the terms in this section apply to your statutory withdrawal.
To withdraw, use the withdrawal function on our website — no account needed, and no need to contact us first. We'll confirm your request by email. After withdrawing, please return the item within 14 days. You're responsible for the direct cost of return postage. We'll refund all payments received from you, including standard outbound delivery, within 14 days — though we may wait until we've received the goods back, or you've provided proof of return, whichever is earlier. We don't apply a restocking fee to a valid withdrawal. You're welcome to handle the item as you would in a shop to check it; we may reduce your refund only to reflect any loss in value from handling beyond that.
Items excluded from the right of withdrawal
Because every ring is made to order, certain items are exempt from the right of withdrawal under EU law (Article 16, Directive 2011/83/EU). This includes rings engraved to your specification, made to a custom or non-standard size, or otherwise personalised or bespoke. Where this applies, it's clearly marked on the product page before you order. Items damaged through wear, alteration, or improper care are not covered.
Postal / return address:
Forge & Lumber, PO Box 3738, Wokingham RG40 9TZ