Terms & Conditions
These Terms and Conditions ("Terms") apply when you buy goods from Wood by Puzzled Face ("I", "me", "my") through my website or other online sales channels. By placing an order, you agree to these Terms.
1 About Me
1.1 I am a UK-based maker and seller of artisan woodwork. My contact details, including my address and email, are shown on my website and on all correspondence from me.
1.2 I am not registered for VAT.
2 The Products
2.1 All items are handmade from wood. Natural variations in colour, grain, texture, and finish are normal and form part of the character of the product. These are not faults.
2.2 Product descriptions and photographs are intended to give a clear idea of each item, but because each piece is handmade, small differences may occur. Where photographs are dressed to show how the item might appear in daily use, accessories shown in the photograph are noit included in the sale. They are for illustration only. For example, food items and condiments shown on a chopping board or in the background of the image are excluded.
2.3 Items marked as "seconds" are sold at a reduced price because they have known defects. These defects will be clearly described before you buy.
3 Prices and Payment
3.1 All prices are shown in pounds sterling (GBP) and include VAT where applicable, unless stated otherwise.
3.2 Payment must be made in full at the time you place your order, using the payment methods offered on my website.
3.3 Prices may change from time to time, but any change will not affect an order that I have already accepted.
4 Delivery
4.1 UK Delivery (Small Items): Delivery is free within the United Kingdom for orders of small items where the total order value is over £75.
4.2 Large Items and Delivery Outside the UK: Delivery costs for large items, and for all deliveries outside the United Kingdom, will be quoted separately. I will not dispatch these orders until we have agreed the delivery costs.
4.3 For deliveries outside the UK, you are responsible for all taxes, duties and fees other than those explicitly agreed with me.
4.4 Delivery times are estimates. I will do my best to meet them, but delays can sometimes occur for reasons outside my control.
4.5 Responsibility for the goods passes to you once they have been delivered.
5 Checking Your Order
5.1 Please check your items as soon as reasonably possible after delivery.
5.2 If your order arrives damaged, contact me as soon as you can and provide details or photographs if requested.
6 Ten-Year Guarantee
6.1 I offer a ten-year guarantee against manufacturing defects on all items, starting from the date of delivery.
6.2 This guarantee covers problems caused by faulty workmanship or materials when the item has been used normally in a domestic setting.
6.3 Items sold as "seconds" are excluded from the guarantee only in relation to the specific defects that were identified and explained at the time of sale. Everything else remains covered.
6.4 The guarantee does not cover:
- Normal wear and tear
- Damage caused by misuse, accidents, neglect, or alterations
- Damage caused by exposure to excessive moisture, heat, or direct sunlight
- Damage caused by conditions unsuitable for wooden products
6.5 If I accept a claim under this guarantee, I will choose whether to repair the item, replace it, or offer a refund, though I will take your preference into consideration when deciding.
7 Your Consumer Rights and Returns
7.1 Nothing in these Terms affects your legal rights under UK law, including your rights under the Consumer Rights Act 2015.
7.2 If you are buying online as a consumer, you may have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations. Some items are exempt from this right, including bespoke or made-to-order pieces, where applicable.
7.3 If you return an item, it must be unused and in its original condition unless it is faulty. You are responsible for the cost of return, unless the item is faulty.
8 Liability
8.1 I do not limit or exclude liability where it would be unlawful to do so, including for death or personal injury caused by negligence or for fraud.
8.2 Where permitted by law, my liability is limited to the price you paid for the goods.
9 Intellectual Property
Unless otherwise stated, all content on my website, including text, images, designs, and logos, belongs to me. It must not be copied or used without my prior written consent.
10 Privacy
I handle personal data in line with my Privacy Policy, which you can read here .
11 Law and Jurisdiction
These Terms are governed by the law of England and Wales. Any disputes which re cannot resolve ourselves will be dealt with by the courts of England and Wales.
12 Changes to These Terms
I may update these Terms from time to time. The version that applies to your order is the one in force when you place it.
Last updated: 22 Jan 2026.