Legal

Cancellations, returns and faults

Last updated: 29 October 2026

This page is for private customers who order from us directly. It explains, in plain words, when you can cancel, and what happens if a coffin arrives damaged, has a fault or is not what you ordered. Funeral directors ordering through a trade account should read Part C of our terms.

1. The short version

Every coffin is made by hand to the design you choose, so the law does not give a 14-day “change of mind” period.
Until we e-mail you that your order is accepted, you can cancel and get all your money back.
If anything is damaged, faulty or not as you ordered, your rights under the Consumer Rights Act 2015 apply in full, and we will put it right.
Because of the funeral date, please call us straight away: 07405 526255.

2. Why there is no 14-day cancellation period

When you buy online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually let you cancel within 14 days without giving a reason. That right does not cover goods made to the customer's specifications or clearly personalised (regulation 28(1)(b)). Each of our coffins is woven for one order, in the shape, size, colours, handles, lining and name plate you selected, so this exception applies to all of them.

This only concerns changing your mind. It does not affect your rights if something is wrong with the coffin (see section 5).

3. Cancelling before we accept your order

After you pay, we e-mail you that the order and payment have been received. The order becomes a contract only when we send a second e-mail saying it has been accepted and booked into our workshop. If you contact us before that second e-mail, we will cancel the order and refund everything you paid, including delivery.

Once the order has been accepted, there is no legal right to cancel. If your plans change, please still call us at once. We will tell you honestly what we can still do.

4. Changing an order

If you need to change the delivery address, the delivery date or a detail of the design, contact us as soon as possible. We will tell you whether the change is still possible and whether it alters the price. A change is agreed only when we confirm it to you by e-mail.

5. Damaged, faulty or not as ordered

The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. If your coffin is not, these are your rights:

Within 30 days of delivery you can reject it and get a full refund.
After 30 days, or if you prefer, you can ask us to repair or replace it. If a repair or replacement is not possible, or does not solve the problem, you can ask for a price reduction or a refund.
Within six months of delivery we assume the fault was there when the coffin was delivered, unless we can show otherwise.

With a funeral date to meet, a quick remedy matters more than the paperwork. Where we can, we will make a replacement in time for the funeral; if we cannot, we will say so straight away so that you can decide what to do.

Natural variation in the colour, texture and weave of willow, and small differences from the 3D preview, are part of a handmade product and are not faults (see our terms). Damage caused after delivery, for example by careless handling or by being kept in a damp place, is not covered.

Please look at the coffin when it is delivered. If you see damage, take photographs and tell us the same day if you can.

6. If we are late

If we do not deliver on the agreed date and that date was essential, as it normally is for a funeral, you may end the contract and receive a full refund.

7. How to contact us about a problem

Call 07405 526255 or write to info@biowillowcoffins.co.uk. Please give your order number (it starts with BWC), describe the problem, and add photographs if there is damage or a fault. You do not need to use a particular form.

8. Collection and costs

If a coffin has to come back because it is damaged, faulty or not as ordered, you do not have to send it to us: we will arrange to collect it at our cost, at a time agreed with you or your funeral director.

9. How refunds are paid

Refunds go back to the card you paid with, through Stripe, for the full amount due, with no fee. We make the refund within 14 days of agreeing that you are entitled to it. Your bank may take a few more working days to show it on your statement.

10. If we cannot agree

If you are not happy with our answer, write to us and we will look at it again. You can also get free, independent advice from Citizens Advice (consumer helpline 0808 223 1133 in England and Wales). Your legal rights are not affected by anything on this page.