Delivery & returns
Everything is made to order, so this page is about when it ships and what happens if it is not right.
3 working days
Everything is made to order and dispatched within three working days.
Priced at checkout
Delivery costs are shown at checkout, before you pay.
14-day returns
On everything except items made to your own measurements.
Faults always covered
Faulty or not as described? Refund within 30 days, then repair or replacement — made-to-measure included.
When it ships
Nothing sits in a warehouse — your order is made when you place it, and dispatched within three working days. Custom doesn't have to be slow.
Delivery costs are worked out from what you order and shown at checkout before you pay, so there are no surprises after the fact.
If you change your mind
Unless it was made to your own measurements, you can cancel under the Consumer Contracts Regulations 2013. Tell us within 14 days of receiving it — an email to hello@westor.co.uk is enough, or use the form below — then send the item back within 14 days of cancelling.
Email us first at hello@westor.co.uk and we'll send the returns address.
You may handle the goods as you would in a shop; we may reduce the refund only for loss in value caused by handling beyond that.
If you return something because you changed your mind, you pay the cost of sending it back. For large, long or palletised items that cost can be significant — they may need a courier or pallet service rather than the post — so if you'd like an idea of it before you order, email us. If an item is faulty or not as described, we cover the return.
We refund you within 14 days of getting the item back, or of you sending us proof that you have returned it, whichever comes first — including the standard delivery charge you paid when you ordered.
Items made to your own measurements, drawing or specification are the exception: they are exempt from the change-of-mind right under regulation 28(1)(b) — we cannot resell a cill cut to your window. The product page says so directly under the Add to basket button, and a size picked from our listed options is not affected. It never affects your rights if something is actually wrong.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract — or just email us saying so.
- To:
- Westor, hello@westor.co.uk. Business address available on request at hello@westor.co.uk.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*],
- Ordered on [*] / received on [*],
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date.
[*] Delete as appropriate.
If something is wrong
Under the Consumer Rights Act 2015, everything we sell must be of satisfactory quality, fit for purpose and as described — every item, made-to-measure included.
If it is not, you can reject it for a full refund within 30 days of receiving it. After that, you are entitled to a repair or a replacement, and if that does not put it right, a price reduction or a refund. We cover the cost of returning faulty goods.
Email hello@westor.co.uk with a photograph and your order number and we will sort it.