1. Overview
These Terms of Service apply to all work carried out by Silvanus. By placing an order or commissioning a piece, you agree to the terms outlined below.
2. Bespoke Work
All items are made to order and tailored to the client’s specifications. Due to the custom nature of our work, designs, dimensions, and finishes must be agreed and confirmed prior to production.
Once production has begun, orders cannot be cancelled or refunded.
3. Pricing & Payment
All quotes are provided based on the agreed specification.
A deposit is required to secure your commission and begin sourcing materials. The remaining balance must be paid in full prior to delivery or installation unless otherwise agreed in writing.
Silvanus reserves the right to amend pricing if project specifications change after the initial quote.
4. Lead Times
Lead times are provided as estimates and may vary depending on project complexity, material availability, and workload.
Clients will be kept informed throughout the process, including regular updates during production.
5. Natural Materials
All pieces are crafted from solid British timber. As a natural material, wood may contain variations in grain, tone, knots, and movement over time.
These characteristics are inherent to the material and are not considered defects.
6. Client Responsibility
The client is responsible for:
Providing accurate measurements, specifications, and requirements
Ensuring suitable access for delivery and installation
Reviewing and approving all design details prior to production
Silvanus cannot be held responsible for issues arising from incorrect or incomplete information provided by the client.
7. Delivery & Installation
Delivery and installation arrangements will be agreed in advance.
Upon delivery or installation, the client is responsible for inspecting the item. Once accepted, responsibility for the piece transfers to the client.
8. Care & Maintenance
Once delivered, the care and maintenance of the piece is the responsibility of the client.
Silvanus will provide guidance where appropriate. Failure to follow recommended care or misuse of the product may result in damage for which Silvanus is not liable.
9. Returns & Refunds
Custom commissions are non-refundable once production has begun.
Silvanus will not accept returns or issue refunds where:
Issues arise due to incorrect specifications provided by the client
Damage or defects occur as a result of improper care, misuse, or environmental conditions
In the unlikely event of a genuine fault in workmanship, the client must notify Silvanus within 48 hours of delivery. We will assess the issue and, where appropriate, offer a repair or resolution.
10. Liability
Silvanus shall not be held liable for:
Natural movement or changes in timber over time
Damage caused after delivery
Issues resulting from incorrect client-provided information
Our liability is limited to the value of the commissioned piece.
11. Amendments
Silvanus reserves the right to update these Terms of Service at any time. The version in place at the time of order will apply to that commission.