Returns and cancellations

Every Hably piece is machined to the measurements you enter, in the finish you choose. Because it's made to your specification, the 14-day cooling-off period that applies to most online purchases does not apply to your order. You'll be asked to confirm you understand this before you pay.

Confirming your design

We'll email you a dimensioned drawing of your design as soon as you order. We'll then call you to run through it before we cut anything. That call is your confirmation and your last chance to change anything. If anything changes on the call, we'll send you an updated drawing.

Calls are recorded so we both have an accurate record of what was agreed.

Changing or cancelling your order

Up until your confirmation call you can amend or cancel free of charge and we'll refund you in full. Once you've confirmed on the call, the sheets are cut to your sizes and your order can no longer be cancelled or refunded.

If we can't reach you, we'll try three times over ten working days. If we still haven't spoken, we'll cancel your order and refund you in full. We won't cut a design we haven't confirmed with you.

Lead times

Your lead time runs from the date of your confirmation call, not the date you order. We'll give you a delivery window once your design is confirmed.

If something's wrong

If your order arrives damaged, tell us within 48 hours of delivery with photos and we'll put it right.

If a piece is faulty, not as described, or not fit for purpose, your rights under the Consumer Rights Act 2015 apply in full, including the right to reject within 30 days of delivery. Nothing in this policy affects those rights.

If it doesn't fit

You're responsible for the measurements you give us. We machine to them exactly, so a piece built correctly to the wrong numbers isn't a fault and isn't covered by your statutory rights. Use our measuring guide, ask us anything on your confirmation call, and if you're unsure, get a fitter to measure for you.

That said, mistakes happen. If your unit doesn't fit, tell us within 14 days of delivery with photos and the measurements of your space. We'll talk it through, send you a drawing of the fix and a quote, and you decide whether to go ahead.

Every situation is different. These are the most common ones, not a complete list.

Too narrow. Often solved with wider fillers. If you have a worktop, that may need remaking too.

Too wide. Usually one column remade at a smaller width.

Too tall. Shorter legs, or one layer remade.

Too deep. Cabinets can usually be cut down on site. We'll talk you through it.

Not deep enough. A shallower unit still works. If you'd rather it filled the space, a deeper worktop and end panels will do it and your existing cabinets stay.

Replacement parts are charged at 50% of their original price plus delivery. You made the measurement, we made the piece, so we split the difference. Small items we'll often cover ourselves, and we'll tell you when that's the case. We'll replace up to two columns or one layer. Beyond that, it's a new order at full price.

Changing part of a unit will affect how it looks. A narrower column may break the symmetry of the original design. Replacement parts come from a different batch, so there may be a slight colour or grain difference against the original, particularly on painted and woodgrain finishes, and existing panels will have had some light exposure. It's usually minimal, but we can't guarantee an exact match.

This covers the space your unit goes into, not what you put in it. If a shelf bay is too small for your soundbar or the TV space doesn't suit your TV, that's a design decision made in the configurator and we can't cover it. Check your kit against the dimensions shown before you order.

We offer this once per order, and we may decline where the measurements you gave us bear no reasonable relation to your space, or where a claim isn't made in good faith.

Any parts replaced are yours to recycle or dispose of. We don't collect them, and no refund or credit is given for them.

Get in touch

hello@hably.com · Monday-Friday 09:00-16:00