3.SERVICE POLICY

3.1 Business and client contract 
The written correspondence between Bartles Bespoke and each client constitutes a contract between the potential consumer and Bartles Bespoke. The foundations of each individual business/client contract are set out in the initial enquiry, design discussion and quotation.
Upon agreement of the price offered for the work as described in the quote and previous correspondence, an initial deposit of between 25% and 50% of the total quoted price is payable to confirm the order, book in any manufacturing or installation days and to cover any costs incurred by Bartles Bespoke for materials required. The percentage of the deposit is set at our discretion dependant on the nature of the order. In the deposit invoice we include a link to our returns, warranty and policies page and urge each client to read our full policy before payment of the initial deposit and confirmation of the order. Payment of the initial deposit is deemed confirmation of the contract as described here between Bartles Bespoke and the client, please be advised this deposit is non refundable unless the job has been cancelled by Bartles Bespoke.
After payment of the deposit we aim to provide high quality work to the best of our abilities and as described in the quotation, previous correspondence and to meet any agreed deadlines. In the event of a missed deadline or unexpected delay we aim to always provide excellent and transparent communication between ourselves and the client and to come to an adequate solution for both parties. In the event of unexpected problems occurring during fitted work or with our bespoke products, we will always work to resolve the issue to the best possible standard and to the best of our abilities with clear transparent communication to the client.
Upon completion of work we send an invoice for the remaining balance outlined in the quote. Methods of payment are described in the balance invoice along with a link to the returns section of our website. We require immediate payment upon completion of work or on collection on all bespoke furniture, fitted work and domestic joinery. We invoice the client on the last working day of each job to allow sufficient time and notice for payment of the remaining balance on completion of work.
After full payment we provide an aftercare service for any issues that may arise due to the nature of the product and the work (see warranty). We aim to leave every customer happy with the service and quality of the workmanship.

3.2 Manufacturing policies
We aim to make every item to a high standard and accurate to the description in the design correspondence. Unless specifically stated as vital to the design, our products have a dimensions tolerance of up to 25mm in length and width and up to 10mm in thickness.
We reserve the right to make minor design decisions at our discretion during the manufacturing process, this can include the profile of mouldings, timber selection, placement of certain components and other aspects of the design that does not deviate from the advertised product description or the bespoke specifications of the client. 
Due to the handmade nature of our products some small issues may arise from manufacture, if any issues do arise that are problematic to the client we aim to always resolve the issue free of charge and come to an appropriate solution for the client (for more information see warranty).

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For bespoke orders that require matching up to an existing product we cannot guarantee an identical match, this may be due to scarcity of certain materials required (such as now defunct moulding profiles), manufacturing issues that make certain aspects economically unviable or unrealistic to be able to do for a reasonable price, the handmade nature of the product and the construction methods we use and also the difficulty in achieving an exact matching colour tone with differently aged timbers and finishes, however we will always aim to achieve as close a match as is realistically possible and will inform any potential clients if there are any issues that will vary from the piece they are attempting to match up to.

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3.3 Victorian doors

With antique products such as Victorian-era doors and restoration work a certain level of age related damage is to be expected and we cannot guarantee an "as-new"

level of finish, this is because the doors or fixtures/fittings are most often over a century old and many have wear and tear that cannot be totally repaired without compromising the antique nature of the door, we do however restore doors, furniture, fixtures and fittings to a high standard and Steven spent 8 years specialising in Victorian-era restoration. 

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Also in regards to Victorian doors we reserve the right to add lengthening and widening timbers to the doors, this is due to the rarity of certain sizes, when doing this we always use reclaimed timber to get an accurate colour match. We make all victorian door clients aware of this before taking the order.

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Due to the rarity of antique Victorian doors we cannot guarantee perfectly matching rail heights or moulding profiles however we will always try our best to provide matching sets when possible and again we always mention this before taking the order.

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Stripped antique doors may have residues of trapped caustic in some areas again we do all that is within our power to minimise this and will advise clients on how best to treat their door if any issues relating to caustic residue come up after installation.

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3.4 Installation policies​

We require any furniture blocking the work area to be cleared before the 1st installation day.

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During installation work be advised that we are doing joinery work and dust and noise will be created during work hours however we will always tidy the work area and try as best as is reasonably possible to minimise the presence of our tools and work when we leave at the end of each day and to also finish work at a reasonable time usually between 5/6pm so as not to create noise issues with clients neighbours.

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During fitted work we cannot be held liable for damage to plaster for example we often have to hit nails into architraves/skirtings ect. and this can cause vibrations and force to be put onto the wall which can occasionally cause small cracks to appear, we do all we can to minimise the risk however we have no way of knowing before hand if the plaster is weak so cannot be held liable. This also applies to skirting and architrave installation, often when removing old skirts the plaster around the top edge is damaged so we prefer clients to remove their old skirts themselves if possible however we can do it but be aware you may require either taller skirting boards or a small bit of plastering to be carried out prior to the installation of the new boards.

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When installing doors we may occasionally have to move clients existing stop lats or add timber strips to the door lining if the door being fitted is thinner than the frame allows, be aware this may mean the client will have to touch up the paint on and around their door frames., Chopped out areas or hinge/latch patches will also require painting after installation.

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During the installation of any fitted furniture, unit or kitchen be aware most clients will have to touch up the paint around the area of the fitted unit this is due to the tight fits of shelving and tops and due to the nature of fitted furniture, we will always try to minimise the need for this where possible.

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For information on our policy regarding other trades on site during our installation work please read through our installation dates and lead time policy below.

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