Refund policy

Returns and Refund Policy

Effective Date: 24 August 2026

Thank you for shopping with Matt Estlea. We take pride in the quality of our woodworking tools, project packs, plans, digital products and merchandise.

This Returns and Refund Policy explains how to return an order, when refunds are available, how cancellations work, and how damaged or defective products are handled.

Nothing in this policy affects your statutory consumer rights.

1. 30-Day Returns

We offer a 30-day return period on eligible physical products, starting from the date the product is delivered to you.

Products should be returned in substantially the same condition in which they were supplied. You are welcome to inspect a product as you reasonably would before deciding whether to keep it, but we may not be able to accept a voluntary return where a product has been significantly used, damaged or altered after delivery.

Where possible, please retain the original packaging and use it when returning your order.

There is no restocking fee for eligible returns.

2. How to Start a Return

The easiest way to arrange a return is through our online returns service:

https://www.mattestlea.com/returns

This is our preferred return method and allows us to process your return as efficiently as possible.

If you have difficulty using the returns service, please email:

rob@mattestlea.com

Please include your order number and the reason for the return.

You may also arrange to send the parcel back yourself after contacting us so that we can confirm the appropriate return details.

3. Return Shipping Costs

We provide free return shipping for eligible returns.

Where possible, please arrange your return through our returns service so that the appropriate return shipping can be provided.

If you need to arrange your own return postage, please contact rob@mattestlea.com before sending the parcel so that we can confirm the arrangements.

4. Original Shipping Costs

Under our voluntary 30-day returns policy, the original delivery charge paid when placing your order is not normally refunded.

However, customers may have additional statutory cancellation rights depending on their location.

Where applicable consumer law requires us to refund the standard outbound delivery charge, we will do so. Any additional amount paid for an enhanced or premium delivery service may not be refundable beyond the cost of our standard delivery option.

Nothing in this section affects your statutory rights.

5. Order Cancellations

For eligible orders that have not yet been fulfilled, our website provides a 1-hour cancellation window after the order is placed.

Where available, you can use this facility to cancel an order before fulfilment begins.

After the 1-hour cancellation window has expired, please contact us at rob@mattestlea.com as soon as possible if you wish to cancel.

We may still be able to cancel an order if it has not yet been processed or dispatched, but this cannot be guaranteed.

Pre-Orders, Back Orders and personalised products may also be subject to the conditions set out in our separate Purchase Options Cancellation Policy.

Once an order has been dispatched, it can no longer be cancelled through the order cancellation process. You may instead be able to return it in accordance with this policy and your statutory rights.

6. Refund Process

Once we receive and inspect your returned product, we will confirm whether the return has been approved.

Where a refund is due, we aim to issue it to your original payment method within 5 working days of approving the return.

Where possible, we will process refunds sooner.

After we issue the refund, your bank, card issuer or payment provider may require additional time to make the funds available in your account.

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incorrect or not as described, please contact us as soon as possible at:

rob@mattestlea.com

To help us investigate the issue, we may ask you to provide photographs showing:

the affected product;
the fault or damage;
the internal packaging;
the external packaging; and
any visible damage to the parcel.

We will assess the issue and provide an appropriate resolution, which may include a replacement, repair, return, exchange or refund depending on the circumstances and your applicable consumer rights.

Return shipping costs for damaged, defective or incorrect products are covered by us.

8. Engraved, Personalised and Custom Products

Products that have been engraved, personalised or otherwise customised specifically for you cannot normally be returned because you have changed your mind.

If production or personalisation has not yet begun, cancellation may still be possible. Please refer to our Purchase Options Cancellation Policy or contact us as soon as possible.

Personalised products can still be returned where applicable if they are:

damaged;
defective;
incorrect;
not as described; or
otherwise do not meet the standards required by consumer law.

9. Digital Products and Downloads

Digital products, including downloadable woodworking plans and other digital content, cannot normally be returned once they have been supplied or downloaded.

Where digital content is supplied immediately, you may be asked to consent to immediate supply and acknowledge that this may affect your statutory cancellation rights.

This does not affect any legal rights you have where digital content is faulty, not as described or otherwise does not meet applicable consumer law requirements.

If you experience a problem with a digital product, please contact rob@mattestlea.com.

10. Exchanges

Exchanges may be available for selected physical products.

Exchange requests are handled on a case-by-case basis and depend on factors including:

the product;
its condition;
current stock availability; and
whether personalisation is involved.

If an exchange is not possible, we may instead arrange an eligible return and refund.

11. Lost Returns

We recommend using the return service provided through our returns portal wherever possible so that the return can be tracked.

If you arrange a return yourself, we strongly recommend using a tracked postal or courier service and retaining proof of postage until your return has been completed.

If you believe a returned parcel has been lost or significantly delayed, please contact us so that we can investigate.

12. Your Statutory Rights

Our 30-day returns policy is offered in addition to your statutory consumer rights.

Depending on your location and the type of purchase, you may have additional rights to cancel an online order or seek a remedy where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.

Certain products, including genuinely personalised or bespoke goods, may be excluded from normal change-of-mind cancellation rights.

Nothing in this Returns and Refund Policy excludes, restricts or replaces any rights you have under applicable consumer law.

13. Contact Us

If you have questions about a return, refund, cancellation, exchange or damaged product, please contact:

Estlea Creative Limited trading as Matt Estlea
Unit 9, Studland Industrial Estate
Ball Hill
Newbury
Berkshire
RG20 0PW
United Kingdom

Email: rob@mattestlea.com

You can also start an eligible return at: