Refund policy

This policy is written for business customers purchasing Field and Loop products.

1. General approach

Most of our products are made to order for a specific event, brand or stand layout. Because of this, we handle returns differently for hardware and for printed or custom items.

If you have any questions before ordering, please contact us at studio@fieldmade.co.uk and we will be happy to talk it through.

2. Returns for standard hardware

We offer a 30 day return period on standard hardware items such as frames and non-printed components.

To be eligible for a return, hardware must:

  • be unused and in the same condition you received it

  • be complete, with all parts and fittings

  • be returned in the original or equivalent protective packaging

  • be accompanied by proof of purchase

To start a return, email daniel@fieldmade.co.uk with your order number, details of the items you wish to return and the reason. We will confirm whether the return is approved and provide the correct return address.

Unless otherwise agreed in writing, return shipping costs for non-faulty hardware are your responsibility.

3. Printed graphics and custom items

Printed graphics, branded panels and other custom items are produced specifically for your business and your event. For this reason, these items are not returnable or refundable unless there is a manufacturing fault or we have supplied something different to what was approved.

Please check all artwork proofs carefully before sign-off and notify us immediately if you spot any issues.

4. Damaged or incorrect items

Please inspect your delivery as soon as it arrives.

If any items are damaged in transit, faulty on arrival or do not match your order, contact us within 5 working days of delivery at daniel@fieldmade.co.uk with:

  • your order number

  • photos of the issue and packaging

  • a brief description of the problem

We will review the issue and agree the next step, which may include repair, replacement parts, reprinting graphics or, where appropriate, a refund or credit note.

Items sent back to us without prior agreement will not be accepted.

5. Refunds

Once a return has been received and inspected, we will let you know if a refund has been approved.

  • If approved, refunds for eligible items will be processed to your original payment method within 10 business days.

  • Shipping costs are non-refundable unless the return is due to our error or a confirmed fault.

Please remember it can take some time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we confirmed your refund, please contact us at studio@fieldmade.co.uk.

6. Exchanges

If you need to change to a different hardware configuration, the simplest route is:

  1. Request a return for the unused hardware you no longer need (subject to the points above).

  2. Place a new order for the updated kit or components once the return has been approved.

If you are unsure what you need, get in touch and we can help you specify the right setup before you reorder.

7. Contact

For any questions about returns, refunds or issues with your order, email:

studio@fieldmade.co.uk

We are always happy to help find a practical solution.