Terms & Conditions 

Welcome to the BurntChips website and online shop. Please read through our Terms & Conditions. BurntChips adhere to these conditions. If you do not agree with these conditions please do not purchase from the online store and by making a purchase or registering your details you agree to our Terms & Conditions.

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Orders, Quotes, dimensions and confirmation

At BurntChips we do our best to interpret details, dimensions, drawings and verbal conversations with customers to provide an accurate product but we cannot be held liable if product turns out to be incorrect. It is up to the customer to ensure that the quotation with dimensions and shapes detailed in the quote are correct for what you the customer require. It is also up to the customer to ensure all details including spelling, punctuation and grammar within the quote or order are correct. We will not start to produce your order until a confirmation email has been received. All measurements will be specified with the correct units. Either metric or imperial. It is up to the customer to ensure these measurements are correct even if provided by us. Dimensions, weights and description stated on the website should be taken by the customer as a guide only. BurntChips reserve the right to make changes in sizes, weights, materials and designs within reason.

Product details

All the products listed on the website are subject to availability. BurntChips reserves the right to remove or edit content on the website. We endeavour to keep all product information current and correct but we can’t guarantee the absence of errors. Any errors can be brought to our attention via contacts page. If any errors are found in the product description the customer will be notified as soon as possible. Customer will be given the option to cancel order with full refund or amend the order with new information. All digital images on website are offered as a good representation of the products offered. Bespoke and personalised items can differ from provided images due to the nature of natural timber and handmade products. When ordering sets or pairs of items we do advise to order at the same time so items can be made as similar as possible. We do try to keep sets and pairs as similar/uniform as possible but with the nature of bespoke products there will always be slight differences. This also includes text, final dimensions, colour, grain and texture of timber.


Timber is a natural product and can vary in colour and grain. We do aim to keep all pairs and sets of products as similar as possible but some variation will still occur. We try to remove as many flaws in the timber as we can but this may not be possible if uncovered  after the machining process. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws within the product which do not effect the final product. We aim to use appropriately dried timber for either if the product is meant for internal or exterior use. Timber is a natural product and movement can occur and is completely unavoidable. Overtime small cracks can appear as moisture levels adjust to local surroundings. This is completely normal and can not be avoided. Final location can have a big effect on longevity of the timber so it advised to choose final location wisely. It is the customer’s responsibility to check that the products finish will not effect or stain anything in the chosen location.  Engravings of text will not be exact sizes due to the nature of fonts. Spacing of letters and letter heights may vary. Customer is responsible for maintaining the product as per our Care & Maintenance page which if not carried out will lead to damage. Whilst product is being delivered the product may have movement or cupping due to varying condition and will need a period of time to settle. This is normal for natural timber and we do our best to store and oil products to prevent this from happening.

Amendment to orders

If you need to amend your bespoke order due to a mistake please get in contact as soon as you can. If the product has not started manufacturing process amendments can be made which will lead to a delay to the order. If the order has started to be manufactured no amendments or refunds can be issued. But please get in contact as we maybe able to offer a solution. If you do not receive a reply in reasonable time please contact us via another media. Emails can not always be reliable. Requests left in notes at checkout may not be able to be upheld. Please get in contact pria to ordering if request is important.

Design proofs

Proofs can be supplied if required. Product description will state if proof confirmation is required before manufacturing starts. If not stated the customer can request a proof before manufacturing starts. This adds additional time to order. Once proof received amendments can be made. Once proof is correct customer can accept proof via email. Once proof had been agreed amendments may not be possible if manufacturing of the product as started.


Under normal circumstances we aim to despatch the products within 7-14 days. Large items may take longer. This can vary during busy periods. Due to circumstances out of our control delivery maybe delayed. We will be in contact if any problems arise with delays to your order. It is the customer’s responsibility to check that delivery has not been damaged in transit. Any defects with products need to notified to us within 24hours.  We reserve the right to chose a courier that is appropriate for your order. You will be notified with courier information if we see fit. We can not be held responsible or liable for the service the courier provides e.g. lost, un delivered or damaged parcels.


If for any reason you are not happy with you order please get in touch. If the item is a stock item returns are accepted at the customers own expense. If the affected item is a bespoke product these can only be returnEd for repair or replacement. We must be made aware of an item to be returned within 7 days of delivery. We reserve the right to offer a refund or exchange. Returns must be delivered with a recorded signed for service at customers expense. Please contact us to discuss your return via email. Info@burntchips.co.uk


If stock or materials are unavailable and the order cannot be fulfilled, we will notify the customer with the option to except a full refund or to wait for items to be back in stock.

Customer services

Please visit the FAQ page or get in contact via the contacts page with any enquiries and we will endeavour to help.


All images, text, renderings and designs on www.burntchips.co.uk are the copyright of burnt chips. No images, renderings or designs can be republished or sold to a 

third party without prior consent from burnt chips. We reserve the right to amend these Terms & Conditions.

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