Refund and Returns Policy

Refund and Returns Policy

Yurt Specialists
Kiln Lane, Oxford, OX3 8EY
Email: info@yurtspecialists.com
Phone: 07968 898945 / 07787 567179

Your Right to Cancel (Cooling-Off Period)

If you buy from us online, by phone, or by any other means where we’re not face to face, you have a legal right to cancel your order. You don’t need to give a reason.

Standard and made-to-order yurts (non-bespoke)

You may cancel your order within 14 days from the day after you (or someone you nominate) receive the goods. If your order includes multiple items delivered on different days, the 14-day period runs from the day after you receive the last item.

To cancel, simply let us know in writing — by email to info@yurtspecialists.com or by post to the address above. You can use the model cancellation form at the bottom of this page, but you don’t have to.

Bespoke yurts (made to your unique specifications)

Where a yurt is made to your individual specifications — for example, a non-standard size built specifically for your site — it is exempt from the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We will always make it clear before you order whether your yurt is classed as bespoke.

Refunds After Cancellation

If you cancel within the 14-day cooling-off period, we will refund all payments you have made, including the cost of standard delivery (if applicable). We will process your refund without undue delay and no later than 14 days from:

  • the day we receive the goods back from you, or
  • the day you provide evidence that you have sent the goods back (whichever is earlier).

We will use the same payment method you used for the original transaction unless you agree otherwise. No fees will be deducted from your refund.

Returning the goods

You must send the goods back to us within 14 days of telling us you wish to cancel. Please return them to: Yurt Specialists, Kiln Lane, Oxford, OX3 8EY.

Given the size and weight of yurts, return shipping costs will be your responsibility. Please contact us before returning so we can help arrange collection at a reasonable cost.

If the value of the goods has been reduced because you have handled them beyond what is necessary to check their nature, characteristics, and functioning, we may deduct a corresponding amount from your refund.

Voluntary Cancellation Policy for Bespoke Orders

For bespoke yurts that are exempt from the statutory cooling-off period, we offer the following cancellation terms as a goodwill policy:

  • Within 14 days of placing your order: Full refund of your deposit.
  • Between 15 and 30 days after placing your order: 50% refund of your deposit.
  • After 30 days: The deposit is non-refundable, as manufacturing will normally have begun.

Manufacturing delays

If manufacture of your yurt is delayed by more than 90 days beyond the agreed delivery date (excluding delays caused by force majeure), you may cancel your order and receive a full refund of all payments made. Force majeure includes events such as natural disasters, strikes, or shipping disruptions genuinely beyond our control.

Faulty or Misdescribed Goods

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If your yurt is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund depending on the circumstances and how long you have had the goods. Please contact us as soon as you become aware of any issue.

Important Notes

  • Deposits are required to secure your order.
  • This policy applies to consumer purchases. If you are buying for business purposes, different terms may apply — please see our Terms and Conditions.
  • Nothing in this policy affects your statutory rights.

Model Cancellation Form

(You only need to complete and return this form if you wish to cancel your order.)

To: Yurt Specialists, Kiln Lane, Oxford, OX3 8EY / info@yurtspecialists.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

  • Order number:
  • Ordered on / received on:
  • Name of consumer(s):
  • Address of consumer(s):
  • Date:

Signature (only if sent on paper):