1. Ordering and Payments

All orders must be placed via a written purchase order. We will aim to confirm receipt of your order, by sending a quote within 2 business days. Once this quote has been accepted, an invoice for the deposit will be sent. No work will commence until both the deposit and all materials are received.

1.1. Deposit

A 50% deposit is required before any work begins. The remaining balance is due on delivery or collection of the goods. We accept payments via:

• Cash

• Bank transfer

• Credit or debit card payments (subject to 3% processing fee)

Cash and card payments are accepted in person only. Cheques and phone payments are not accepted.

1.2 Materials and tools

Work will not begin until all required materials, fittings, clear instructions, patterns and/or knives or tooling are received. Requirements will be discussed and agreed by both parties before the order is placed. Any materials supplied by us must be paid for in advance.

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2. Lead Times

Lead times vary depending on the quantity, complexity, and current workload. Time slots are only booked after a deposit is paid. Specific deadline requirements must be discussed prior to placing the order.

2.1 Production

Production generally begins 2-5 weeks after order confirmation, but only once the 50% deposit and all required materials, tooling, and instructions are received. Delivery dates will be confirmed upon receipt of the deposit and all necessary materials. We use structured workflows for efficiency; individual items are not prioritised mid-production unless otherwise previously agreed in writing. If phased deliveries are required, this must be communicated upfront and batches submitted as separate orders.

2.2 Sampling/Prototypes

Samples are typically completed within 2-5 weeks after order confirmation, but only once the 50% deposit and all required materials, tooling, and instructions are received. Delivery dates will be confirmed upon receipt of the deposit and all necessary materials.

2.3 Product design, Development and Consultancy

These services begin 2–6 weeks after:

• Deposit payment

• Project scope and details are finalised

• Required materials (if any) are received

A start and completion date will be following receipt of the above.

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3. Quality and Standards 

At Flint Design & Fabrication, we are committed to producing work of the highest standard. Our craftsmanship reflects our dedication to detail, communication, and personalised service. Each product is handcrafted, which means minor variations may occur - these are not flaws, but part of the natural beauty and uniqueness of handmade goods. By choosing us, you’re supporting bespoke production, where every piece is carefully made, not mass-produced.

3.1 Sample for Approval

To maintain these high standards, and ensure clear communication and expectation, we may at our discretion, request the customer order a sample/prototype of a new/altered design to approve before full production begins.

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4. Materials

• You are responsible for providing materials on time.

• Late or faulty materials may delay or cancel your order.

• We are not responsible for delays due to unsuitable materials being sent - we will advise requirements prior to the ordering stage. 

• We are not liable for issues with materials supplied by the client.

• If material testing is required, this must be arranged in advance and may incur extra fees.

• When sourcing materials on your behalf, full payment is required in advance. We are not responsible for supplier or courier delays.

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5. Prices

Prices will be quoted ahead of the order stage, and are valid for 30 days. If an order is not received within this time frame, a new quote may be issued. We reserve the right to amend prices for subsequent orders, and will inform the customer prior to order confirmation.

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6. Deliveries and Collections

Customers may collect in person by appointment, arrange their own courier, or we will organise shipping to UK addresses by Royal Mail Special Delivery. Shipments outside the UK, over £1000 in value, or over 10kg must be arranged by the customer. We are not liable for items damaged or delayed during transit. Costs from failed delivery attempts or incorrect addresses are your responsibility.

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7. Delays

7.1 Customer-Caused Delays

We are not responsible for delays caused by:

• Late material or tooling delivery

• Customer-requested changes

• Missed deadlines due to the above

In such cases, new timeframes will be provided once the issue is resolved. We accept no liability for losses incurred due to customer-caused delays.

7.2 Third-Party Delays

We are not liable for delays caused by external parties, including couriers and suppliers.

7.3 Flint Design & Fabrication Delays

If we encounter internal delays, we will inform you promptly. We are not liable for any losses or damages resulting from such delays.

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8. Cancellations

• No refunds will be issued for work already completed.

• You’ll be invoiced for any work done up to cancellation and any unrecoverable costs.

• We reserve the right to cancel projects in cases of client misconduct or failure to meet obligations. No refunds will be given in these cases.

8.1 Customer-Initiated Cancellations

• Under 16-week projects: Minimum 3 weeks’ notice required.

• Over 16-week projects: Minimum 10 weeks’ notice required.

• Due to our batch production method, we may not be able to complete or deliver partial orders. Used or altered materials cannot be refunded but may be collected by the customer.

8.2 Cancellation by Flint Design & Fabrication

If we cancel due to unforeseen circumstances:

• Before work begins: Full refund and return of any materials.

• Midway through: Pro-rata refund for unfinished work and return of unused materials.

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9. Media Usage

We may photograph or film your project during and after completion for promotional purposes. Let us know in writing if you do not want this. 

You may withdraw consent in writing at any time, but we are not obligated to remove media already published. If we’ve shared content with you, you must cease using it upon withdrawal.

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10. Confidentiality

All project information and quotes are confidential and must not be shared without our written consent. We will not disclose your project details to third parties unless required for production or explicitly instructed. Our studio may host meetings from other clients, or visitors. If you require discretion, please let us know in writing, and we will accommodate where possible.

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11. Packaging

Completed goods will be put into polythene bags in preparation for collection or delivery. If any special packaging is required, such as swing tags, void fill, wrapping or boxing etc, this must be discussed in writing prior to ordering. These requirements will incur additional costs which will be quoted prior to order confirmation.

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12. Ownership

Ownership of goods transfers to the customer only after full payment is received. Until then, all items remain the property of Flint Design & Fabrication.

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13. Intellectual Property

• Unless agreed otherwise, clients retain rights to their designs.

• We do not claim ownership over client concepts, even if we assist in development.

• If we create a design without client visual input, we may retain rights to reproduce and sell it unless otherwise agreed.

• Any design development work remains ours unless exclusive rights are purchased in writing.

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14. Liability

• We are not liable for design flaws or material issues if supplied by the client.

• We do not guarantee performance of client-supplied or suggested materials.

• No liability for damage due to misuse, long-term wear, or incorrect usage.

• Product safety testing is the client’s responsibility unless agreed otherwise.

• The client must ensure designs do not breach third-party IP rights. We are not liable for infringements.

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15. Complaints

• In-person collections: Goods should be inspected at the time of collection. Complaints will not be accepted later unless the issue was not visible during inspection.

• Deliveries: Any issues must be reported within 3 working days of receipt. After that, claims will not be accepted.

• If a complaint is accepted, goods must be returned within 14 working days of the issue being raised.

• We reserve the right to carry out repairs or replacement as we deem appropriate within a reasonable time frame.