Refund policy

Made to order — what this means

When you place an order with GU, a piece is made for you. Materials are sourced, craftsmen are engaged, and work begins on a piece that cannot be repurposed or resold.

This is not a retail transaction. It is the beginning of a making process. Clients are asked to read and accept this before confirming any order.

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Cancellations and refunds

Bespoke Blooms. Once a design is confirmed and the deposit paid, the commission is final. If a client withdraws before the Making stage is confirmed, 50% of the deposit is forfeited. If a client withdraws after the Making stage has been confirmed, the full deposit is forfeited. Any costs incurred beyond the deposit amount at that point remain payable.

Seasonal and Evergreen Blooms. Because every piece is made to order, orders cannot be cancelled once confirmed. Where a piece arrives with a manufacturing defect, GU will assess each case individually and offer either a remake or a refund at its discretion. General wear, damage occurring after delivery, or dissatisfaction with a configurable choice made by the client at the time of order do not constitute a manufacturing defect.

Manufacturing warranty. A six-month manufacturing warranty applies from the date of delivery (the Reveal). Structural defects and craftsmanship failures — a loose prong, a flaw in the metalwork, anything that arose from the making rather than from wear — are covered. General wear, impact damage, stone loss from force, and repairs carried out by a third party are not covered. Unauthorised third-party repair voids the warranty.

Returns. GU does not offer returns, exchanges, or refunds on pieces that have been made to order, except where required by applicable law.