Returns policy

You can request a return within 14 days of receiving an eligible item. Different terms apply to US made-to-order purchases, bespoke items and trade orders – please see below.

This policy does not affect your statutory rights.

Returns and exchanges

To start a return, you can click here or contact us at shop@randy-yu.com with your order number. We’ll help you with the next steps.

Let us know within 14 days of delivery, then send the item back within 14 days of contacting us, unless we arrange to collect it.

To be eligible for a return, your item must be unused and undamaged, with all parts and accessories, apart from any handling reasonably necessary to inspect it.

If you’d like an exchange, please request a return and place a separate order for the new item.

If your return is accepted, we’ll explain the next steps and arrange a return label or collection where appropriate. Items sent back to us without first requesting a return will not be accepted.

Please pack your return securely, using the original packaging or suitable protective packaging.

You can always contact us for any return questions at shop@randy-yu.com.

Made-to-order items: US deliveries

You have 72 hours after placing your order to cancel for a full refund. Email shop@randy-yu.com with your order number within that time.

After 72 hours, these orders are final.

This applies to products marked “made to order” before purchase, including standard sizes and finishes. Other eligible US purchases follow our 14-day return policy.

We begin making these pieces after you order, so we kindly ask you to check the size, finish and delivery access before purchasing. If you’re unsure about anything, simply contact us – we’re very happy to help.

 

Bespoke and personalised items

We cannot accept returns of items made to your individual specifications or personalised for you. The 72-hour cancellation window still applies to US made-to-order purchases.

Standard, non-bespoke items delivered to UK consumers remain eligible for returns, even when we make them after you order.

 

Return costs

For returns under the terms above, you’re responsible for return postage or collection. Estimated UK costs are:

• - Small to medium items: £5–£20 for postage.

• - Bulky items: £50–£250 per item, depending on the item and your location.

If we arrange a label or collection, we’ll confirm the charge before booking and deduct the agreed amount from your refund.

For eligible US returns, please contact us for the return address and instructions before booking a service. You’ll cover the postage; the UK estimates above do not apply.

Refunds

For returns under the terms above, we’ll inspect your item promptly and confirm your refund by email.

If handling beyond a reasonable inspection has reduced the item’s value, we may deduct that loss from your refund. If an item arrives back damaged, we’ll investigate the cause before deciding whether a deduction applies. We’ll explain any deduction and provide supporting evidence.

We’ll refund your original payment method, less any agreed return postage or collection charge.

Delivery charges: For eligible UK consumer cancellations of a whole order, we’ll refund the standard delivery charge. Any extra paid for an upgraded service is non-refundable. For other returns covered by these terms, original delivery charges are non-refundable.

UK refund timing: We’ll refund you without undue delay and within 14 days of receiving the item or proof that you’ve sent it back, whichever comes first. If we offer to collect it, we’ll refund you within 14 days of your cancellation notice. Inspection will not extend these deadlines.

Other eligible returns: We aim to issue your refund within 10 business days of receiving and inspecting your item.

Your bank or card provider may take additional time to show the payment.

Problems with your order

Please check your order when it arrives. If your item is damaged, faulty, incorrect or does not match its description, email shop@randy-yu.com as soon as reasonably possible with your order number, details of the issue and photos where possible.

We assess every reported issue carefully before confirming the appropriate resolution. Please retain the item while we review your case, keep the packaging if you can, and contact us before arranging a repair or return.

We’ll help resolve the issue through a repair, replacement or refund as appropriate, and cover reasonable return costs where the issue is our responsibility. Any refund will include the delivery charges you’re entitled to recover, and we’ll process it within the applicable deadline.

This section applies to all consumer purchases, including made-to-order and bespoke items, independently of the return terms above.

If your order hasn’t arrived, contact us so we can look into it. 

Trade orders

Business purchases are normally final unless we agree otherwise in writing. If there’s a problem with your order, contact us and we’ll address it under your agreed trade terms.

For any questions, email shop@randy-yu.com.