Refund policy
Last updated: May 2026
At Watson & Bailey Woodcraft, every piece we make is built with intention, from the timber we choose to the finish we apply. This policy is designed to be honest and fair, both to you and to the work that goes into each piece.
Standard Items
All standard product sales are final. We do not accept returns or offer refunds for change of mind on in-stock or ready-to-ship pieces.
We encourage you to reach out before purchasing if you have any questions about dimensions, wood species, finish, or how a piece might work in your space, we're always happy to help you make the right decision. You can contact us at info@watsonandbailey.co.za or chat with us on WhatsApp.
Custom & Commission Orders
Custom work is made specifically for you, to your agreed specifications. By this nature, these pieces cannot be returned or resold.
Deposit: A non-refundable 50% deposit is required to begin any custom order. Payment of the deposit confirms your acceptance of the agreed design, dimensions, wood species, and finish.
Balance: The remaining 50% is due before delivery or collection.
Cancellations: Once production has commenced, cancellations are not possible and the deposit is forfeited. If you need to cancel before production has begun, please contact us as soon as possible, we will do our best to accommodate you, though the deposit remains non-refundable as it covers design and material sourcing time.
Design approval: We work closely with every client through the design process. Any changes to specifications must be made and confirmed in writing before production begins. We cannot be held responsible for dissatisfaction arising from approved specifications.
Damaged or Defective Items
We take great care in packaging and shipping every piece. However, if your order arrives damaged or with a manufacturing defect, we want to make it right.
Please inspect your delivery carefully upon receipt and report any damage or defects within 48 hours by emailing info@watsonandbailey.co.za with:
- Your order number or proof of purchase
- A description of the issue
- Clear photographs of the damage or defect
Depending on the nature of the issue, we will arrange a repair, replacement, or refund at our discretion. Items that have been altered, misused, or damaged after delivery are not eligible.
Craftsmanship Warranty
We stand behind our work. All Watson & Bailey pieces carry a 1-year structural and craftsmanship warranty from the date of delivery or collection.
This warranty covers defects in materials or workmanship under normal domestic use. It does not cover:
- Natural variations in wood grain, colour, or texture (these are features, not flaws)
- Wear and tear from regular use
- Damage caused by exposure to excessive moisture, sunlight, heat, or harsh cleaning products
- Damage resulting from misuse, accidents, or modifications
To make a warranty claim, contact us with your proof of purchase and a description of the issue.
A Note on Natural Wood
All our pieces are handcrafted from natural timber. Wood is a living material, grain patterns, subtle colour variations, and minor character marks are inherent to solid wood furniture and are not considered defects. Where relevant, we will discuss what to expect from your chosen species before production begins.
Your Rights Under the Consumer Protection Act
This policy does not limit your rights under the South African Consumer Protection Act 68 of 2008. Where applicable, your statutory rights remain in full force.
Contact Us
We're a small studio and we care about every client. If something isn't right, please talk to us first, we'll always try to find a fair resolution.
📧 info@watsonandbailey.co.za 💬 WhatsApp 📍 Based in Johannesburg, South Africa