About Rebuild Custom

We are an independent workshop run by Jason and based at Unit 3 Brookside Centre, Redmarsh Drive, Redmarsh Industrial Estate, Thornton Cleveleys, Lancashire, FY5 4HD. You can contact us on 07355 469497 or rebuildcustom@outlook.com.

Placing an order

We show the description, dimensions, price and available options on each product page. Please check these before ordering. Your confirmation records what you have asked us to make or supply. If we discover an obvious pricing, stock or description error, we will contact you to correct the order or provide a full refund.

Prices and secure payment

Our prices are shown in pounds sterling and delivery charges are displayed before payment. Card payments are handled securely by the payment provider shown at checkout. We do not receive or store your full card number.

Custom orders, design approval and deposits

We base custom work on the quotation, measurements, materials and design that we agree with you. Please check names, dates, spelling and measurements carefully before approving the design.

If we request a deposit, the quotation will explain what it covers. Once we have started designing, making or ordering materials, a cancellation may involve a reasonable charge for the work completed and costs already committed. If we cancel the work, or the finished item is faulty or materially different from the agreed design, your legal rights remain unaffected.

Customer-supplied artwork

If you send us a logo, photograph, name or other design material, you must have permission to use it. We may refuse material that appears unlawful, unsafe or likely to infringe another person’s rights.

Standard and made-to-order items

We aim to dispatch many standard items within a few working days. This is an estimate rather than a guaranteed date unless we have agreed a specific deadline with you.

Busy periods and larger builds

Our workshop can become busy, particularly around shows and seasonal periods. Personalised work, sculptures, furniture and larger builds may take several weeks. If we expect a longer lead time, we will give you an estimate before accepting the order or agree it directly with you.

Changes and delays

Changes requested after approval may affect the price and completion date. If an unexpected delay occurs, we will contact you. We will deliver within 30 days unless we have agreed a different timescale with you.

UK delivery

We show the available delivery methods and prices at checkout. Delivery estimates begin when your order is ready to leave our workshop, not necessarily on the day it is placed. We will send a dispatch email where available.

Workshop collection

You can collect by prior arrangement from our workshop in Thornton Cleveleys. Please wait until we confirm that the order is ready and agree a collection time with us before travelling.

Addresses, missed deliveries and damage

Please give us a complete and accurate delivery address. If an incorrect address or repeated missed delivery creates another delivery charge, we may ask you to pay that reasonable additional cost. If a parcel arrives visibly damaged, photograph the packaging and item and contact us as soon as possible so we can deal with it.

International delivery

Our website checkout is intended for UK delivery unless the product page says otherwise. Contact us before ordering if you require delivery outside the UK. Import taxes, duties and local charges may apply.

Changing your mind about a standard online order

For a standard, non-personalised item bought online, you have 14 days from the day after receiving it to tell us that you wish to cancel. You then have a further 14 days to return it.

You are responsible for arranging and paying for return postage unless the item is faulty, damaged or incorrectly supplied. Please package it safely and use a tracked service. We will refund the item price and the cost of our cheapest standard outbound delivery. We do not refund the extra difference paid for express, timed or upgraded delivery.

If an item has been used, installed, altered, damaged or handled more than reasonably necessary, we may reduce the refund to reflect the loss in its value.

Personalised and genuinely custom-made goods

We cannot normally accept a change-of-mind return for anything made to your specifications or clearly personalised for you. This includes items made with your chosen name, date, wording, dimensions or an approved bespoke design.

If a personalised item is faulty, does not match its description or does not match the design we agreed with you, contact us and we will put it right in line with your legal rights.

Faulty, damaged or wrongly described goods

If something arrives faulty, damaged, incorrectly supplied or materially different from its description, contact us with your order details and photographs where helpful. We will assess the problem and provide the appropriate repair, replacement, refund or other solution in line with your legal rights.

How refunds are paid

We return approved refunds to the original payment method. For a change-of-mind return, we will normally issue the refund within 14 days of receiving the item back or receiving evidence that it has been sent, whichever happens first.

How to start a return

Email us at rebuildcustom@outlook.com with your name, order number, the item concerned and why you are contacting us. Please keep a damaged item and its packaging until we reply.

Handmade and reclaimed materials

We make many of our pieces by hand or from reclaimed steel and components. Small differences in texture, welds, colour, marks, pitting and finish are part of the materials and making process. They are not faults unless the item materially differs from its description or the specification we agreed with you.

Raw steel

Raw steel naturally reacts with moisture and may develop surface rust or patina, especially outdoors. We state the supplied finish in the product description. You can protect the steel with a suitable finish or allow its natural patina to develop.

Measurements, screens and photographs

We make our measurements as accurate as reasonably possible, but handmade pieces may have small variations. Screen settings and lighting can also make colours and finishes look slightly different in photographs.

Installation and safe use

Unless a listing specifically says otherwise, we do not supply wall fixings because the correct fixing depends on the wall or surface. You are responsible for choosing suitable fixings and installing the item safely. Heavy, sharp, hot or load-bearing items must only be used for their stated purpose and kept away from children where appropriate. If you are unsure, use a competent installer.

Who controls your information

We are responsible for the personal information used to operate this website and fulfil your order. Send privacy questions to rebuildcustom@outlook.com or write to us at Unit 3 Brookside Centre, Redmarsh Drive, Redmarsh Industrial Estate, Thornton Cleveleys, Lancashire, FY5 4HD.

Information collected

We may collect your name, billing and delivery address, email address, telephone number, order details, correspondence, custom wording, measurements, photographs or artwork you provide, along with technical information created when you use the website such as your IP address, browser information and cookie data.

Why we use it

We use personal information only where we have a valid reason:

• To answer enquiries, provide quotations, take payment and complete our contract with you.
• To keep the tax, accounting and other records we are legally required to keep.
• For our legitimate business interests in customer service, fraud prevention, website security, improving our service and dealing with legal claims.
• With your consent, for optional marketing or non-essential cookies where consent is required.

Who information may be shared with

We only share information where needed to operate the business, such as with our website host, WooCommerce services, the payment provider selected at checkout, delivery companies, email provider, accountant and professional or security advisers. We may also disclose information where the law requires it. We do not sell customer information.

Payment information

Your chosen payment provider processes the payment. We receive confirmation and limited transaction details, but we do not store your full payment-card number.

How long information is kept

We normally keep order and transaction records for up to six years for tax, accounting and legal purposes. We normally delete enquiries that do not become orders after 12 months unless there is a continuing reason to keep them. We may keep custom designs and photographs for repeat orders, our portfolio or dispute evidence. We delete or anonymise information when it is no longer reasonably needed.

Your rights

You can contact us to ask about the information we hold about you or request a correction, deletion, restriction, transfer or objection where the relevant right applies. We may still need to keep certain records for legal, accounting, contractual or dispute purposes.

Data protection complaints

Send a complaint to rebuildcustom@outlook.com with the subject “Data protection complaint”. We will acknowledge it within 30 days, investigate it without undue delay, keep you reasonably informed and tell you the outcome. You can also contact the UK Information Commissioner’s Office at ico.org.uk.

Security and international services

We use reasonable technical and organisational measures to protect personal information. Some website or payment providers may process information outside the UK. Where this happens, the provider must use an appropriate legal safeguard.

Cookies

We use necessary cookies to operate the basket, checkout, security and saved choices. We will only use optional analytics, advertising or social-media cookies after you make the relevant choice through the cookie banner, except where the law allows otherwise.

Third-party websites

Our links to Facebook, Instagram, payment providers or delivery tracking take you to websites controlled by those organisations. Their own privacy and cookie policies apply once you leave our website.

Website content and designs

Our website text, photographs, branding and original designs may not be copied, reproduced or used commercially without our permission. Buying an item does not transfer ownership of the underlying design unless we agree this in writing.

Availability

Our website may occasionally be unavailable for maintenance or technical reasons. We may update products, prices and content, but those changes will not remove rights that already apply to an accepted order.

Liability and legal rights

Nothing in these terms excludes anything that the law does not allow us to exclude, including your statutory consumer rights. We are responsible for loss that is a foreseeable result of our breach of contract, but not for business losses arising from a consumer purchase.

Law

Our terms are governed by the law of England and Wales. If you live elsewhere in the UK, you keep any mandatory protections that apply where you live.