Delivery, Refund and Return Policy

At GumiWorks, we take pride in crafting high-quality, bespoke concrete and custom-made furniture. Because our products range from hand-delivered installations to international freight, please review our specialized policies below.

1. Delivery & Installation

We offer three tiers of delivery based on the nature of your product:

  • White-Glove Delivery & Installation (MTO Items): For large-scale Made-to-Order (MTO) items such as dining tables, worktops, fireplace surrounds, and outdoor kitchens, our specialist GumiWorks team handles delivery and professional installation.

    • Cost: Calculated manually during the quotation process based on location, item weight, and site access.

    • Access: For complex spaces, we may conduct a site visit prior to delivery to inspect access. It is the customer’s responsibility to ensure the path to the installation site is clear.

    • Failed Delivery/Revisit Fee: If our team arrives and the site is not ready for installation (e.g., cabinetry not level, restricted access not disclosed, or site inaccessible), a revisit fee will be charged to schedule a secondary delivery date.

  • Pallet Delivery (RTB Items): Ready-to-Buy (RTB) items are generally dispatched via third-party pallet networks.

    • Service: This is a kerbside-only delivery. The driver is not insured to move the item into your home or garden.

    • Cost: Predefined delivery charges are assigned at checkout based on the item.

  • International Delivery: We ship globally. International costs are calculated upon inquiry. This total includes the freight cost and the cost of professional, high-security crating to ensure your item is well-protected during transit. Please contact us for a bespoke shipping quote.

2. Handover & Inspection

For all items installed by the GumiWorks team, a Satisfaction & Handover inspection will be conducted on-site.

  • Your confirmation at the time of installation ensures that the item has been inspected and meets your expectations.

  • Once the installation is complete and signed off, GumiWorks is not liable for subsequent damage caused by other trades or site movements.

3. Cancellation & Returns

  • Made-to-Order (MTO): As these items are fabricated to your exact specifications, we do not accept returns or exchanges for change of mind.

    • Cancellation: You may cancel your order for a full refund within 48 hours of placing it. After this period, production planning begins, and cancellations may not be possible.

  • Ready-to-Buy (RTB): Standard RTB items may be returned within 14 days of receipt, provided they are in original, unused condition. The customer is responsible for the cost and arrangement of return shipping.

4. Damaged or Defective Items

In the rare event that an item arrives with a fabrication error or manufacturing defect:

  1. Notification: Contact us at hello@gumiworks.com within 7 days of delivery.

  2. Evidence: Please provide your order number and clear photographs of the defect.

  3. Resolution: If a fabrication error is verified, we will replace the item at no additional cost. Please note that replacement items follow our standard 2–4 week production time.

5. Refunds

Approved refunds are processed within 7-10 business days via the original payment method. For returned RTB items, the refund will be issued once the item has been inspected at our workshop.

Contact Us

If you have any questions regarding your order, delivery logistics, or this policy, please reach out to our team:

  • Email: hello@gumiworks.com

  • Response Time: We typically respond to all inquiries within 24–48 hours.

Last updated: 08.01.2026 GumiWorks reserves the right to update this policy at any time. Please review it periodically for changes.