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REFUNDS, RETURNS AND TERMS & CONDITIONS

1. Made-to-Order & Bespoke Items

  • All items are produced specifically for you once an order is placed.

  • For this reason, we cannot accept cancellations, returns, or refunds simply because you change your mind, your circumstances change, or you decide you no longer want the item.

 

2. Faulty, Damaged, or Misdescribed Items

Your statutory rights are fully protected under the Consumer Rights Act 2015:

  • If your item arrives faulty, damaged in transit, or not as described, please notify us within 14 days of receipt.

  • We may ask for photographs and/or request the item be returned for inspection.

  • Where damage has occurred in transit, we will raise the issue with the courier on your behalf. Please note that while the courier may be responsible for the physical damage, your contract remains with us, and we will ensure you receive an appropriate remedy.

  • Once confirmed, we will offer a repair, replacement, or refund, depending on what is most appropriate.

 

​​​3. Quality & Craftsmanship

  • Our work is carried out to the highest professional standards. However, because of the handcrafted nature of our products, minor variations in colour, texture, or finish are normal and do not constitute faults.

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4. Delivery & Returns Procedure

  • If you believe your item is faulty or misdescribed, please contact us immediately at [email address].

  • We will provide instructions for returning the item, if required.

  • Items must be returned in their original condition and packaging where possible.

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5. Non-Returnable Circumstances

We cannot accept returns or offer refunds where:

  • The item has been damaged due to misuse, neglect, or improper storage after delivery.

  • You no longer want the item or have changed your mind.

  • The item shows signs of wear after delivery, unless the issue is proven to be a manufacturing fault.

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6. Damage After Delivery, Modifications & General Wear

  • Once an item has been safely delivered and accepted, we cannot be held responsible for any damage that occurs thereafter.

  • This includes damage caused by mishandling, improper storage, accidents, or exposure to unsuitable conditions (such as moisture, heat, or direct sunlight).

  • Any modifications or alterations made to the item after delivery are carried out at the customer’s own risk and will void any right to return or refund.

  • Please note that general wear and tear arising from normal use is not considered a fault and is therefore not eligible for return, repair, or refund.

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7. Changes to Commission Parameters After Design Approval

  • During the design process, we will provide opportunities for feedback and adjustments before reaching the final design approval/strike-off stage.

  • Once a design has been approved at strike-off, it is considered final and production will proceed on that basis.

  • Any requests to alter the design, materials, dimensions, or other key parameters after strike-off approval will be treated as a new commission or may incur additional charges and extended lead times, at our discretion.

  • We reserve the right to decline changes that are impractical, unsafe, or incompatible with the agreed design.

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8. Deposits for Commissioned Work

  • For commissioned and made-to-order items, we require an initial deposit prior to commencing work.

  • The deposit amount will be determined at our discretion and confirmed in writing before work begins.

  • This deposit is used to cover basic start-up costs, including design preparation, materials procurement, and labour allocation, and will be deducted from the final invoice.

  • Please note that deposits are non-refundable once work has commenced, except in the unlikely event that Woodsted Studios is unable to complete the commission.​

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Privacy Policy

Last updated: 12/11/2025

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Woodsted Studios (“we”, “us”, or “our”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you visit our website, purchase or hire our products, or otherwise engage with our services.

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1. Who We Are

Woodsted Studios is a UK-based creative production company specialising in prop fabrication, weaponry, animatronics, and studio display installations.
Our website address is: https://www.woodstedstudios.com
You can contact us at:
Email: info@woodstedstudios.com - zoe@woodstedstudios.com
Address: Woodsted Studios, D3 Seedbed Centre, Vanguard Way, Shoeburyness, SS3 9QY, UK

We act as the “data controller” for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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2. Information We Collect

We may collect and process the following types of personal information:

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Information you provide directly:

  • Your name and contact details (email, phone number, address)

  • Payment and billing information (processed securely via Wix Payments, PayPal, or other providers)

  • Information submitted through our contact, hire, or quotation forms

  • Project details, hire requirements, or other communications you send us

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Information collected automatically:

  • IP address and browser information

  • Device type and operating system

  • Website usage data (pages visited, time on page, clicks, etc.)

  • Cookies and tracking pixels (see section 8)

3. How We Use Your Information

We use your personal data to:

  • Process enquiries, orders, and hire requests

  • Communicate with you regarding your project or booking

  • Deliver and manage the products and services you request

  • Maintain internal records and improve our services

  • Comply with legal and tax obligations

  • Send you marketing updates (only if you’ve opted in)

We will never sell or rent your personal data to third parties.

4. Legal Basis for Processing

We rely on one or more of the following legal grounds:

  • Contractual necessity – to perform a contract with you or prepare one.

  • Legitimate interest – to operate and improve our business.

  • Legal obligation – to comply with UK law.

  • Consent – for optional marketing communications or cookie usage.

You can withdraw consent at any time by contacting us.

5. How We Store and Protect Your Data

Your personal data is securely stored through Wix.com Ltd. and related cloud-based systems that comply with GDPR and international data transfer safeguards.
We implement appropriate technical and organisational measures to protect data from unauthorised access, alteration, or disclosure.

We only retain data for as long as necessary:

  • Customer/hire records: up to 7 years (for legal/tax reasons)

  • Contact enquiries: up to 12 months unless you become a client

  • Marketing data: until you unsubscribe or request deletion

6. Sharing Your Information

We may share your information with:

  • Payment processors (e.g., Wix Payments, PayPal, Stripe)

  • Delivery and courier partners (for shipping physical items)

  • Subcontractors or suppliers involved in your project

  • Professional advisors (accountants, legal, compliance)
    All third parties are required to process your data securely and only as instructed by us.

7. Your Data Protection Rights

Under UK GDPR, you have the right to:

  • Access a copy of your personal data

  • Request correction or deletion of your data

  • Restrict or object to certain processing activities

  • Withdraw consent for marketing

  • Request data portability (transfer to another provider)

To exercise any of these rights, contact us at [Insert contact email]. We will respond within 30 days.

8. Cookies and Analytics

Our website uses cookies and similar technologies to enhance user experience and gather analytics via tools such as Google Analytics and Wix Analytics.
Cookies help us understand how visitors use our site and allow us to improve its performance.

You can manage or disable cookies at any time via your browser settings.
For more details, see our separate Cookie Policy [if applicable].

9. Links to Other Websites

Our website may include links to external sites. We are not responsible for the privacy practices or content of other websites. We encourage you to review their privacy policies when visiting them.

10. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our operations or legal obligations. Any updates will be posted on this page with a new “Last updated” date.

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