Policy
Returns & Cancellations
Last updated: September 2026
Every Ferro set is made to order and individually numbered, so our policy is built around production, not a shelf.
Before production begins
You can cancel your order for a full refund at any time until we email you that production of your set has begun.
After production begins
Once your set is in production, the order can no longer be cancelled, except under our delay terms: if we can’t ship within the stated window, you may cancel for a full refund.
After delivery
We don’t accept returns for a change of mind after delivery, except where the law gives you that right (see below). Damage and defects are always covered.
Customers in the UK, EU and Norway
If you live in the United Kingdom, the European Union or Norway, you may have a legal right to cancel within 14 days of receiving your set, without giving a reason. To use it, email contact@ferrochess.com within that period, then return the set, complete and in its original packaging, within 14 days of telling us. Return shipping is at your cost. We’ll refund the purchase price within 14 days of receiving the set back, less any reduction for handling beyond what’s needed to examine it.
Damage and defects
If your set arrives damaged, or a piece has a manufacturing defect, email contact@ferrochess.com within 7 days of delivery with photos. We’ll replace the affected pieces, or the set, at no cost to you.
Accidents happen
Concrete is durable, not indestructible. If a piece is damaged later, individual replacement pieces are available to purchase. Write to us with the piece and set number.
Refunds
Refunds are made to your original payment method, normally within 5–10 business days of approval. If you cancel before your set ships, the international shipping fee is refunded too.
Questions? Write to contact@ferrochess.com