Terms & conditions

1. Who we are

Sussex Made is a trading name of Greyrock Enterprises Ltd, registered in England and Wales under company number 17445984. Registered office: 82A James Carter Road, Mildenhall, IP28 7DE, United Kingdom.

Email: hello@sussexmade.co.uk

2. Products and personalisation

We try to describe and photograph products accurately. Because many items are made to order, natural materials, engraving and handmade finishing can show small variations that do not amount to a defect.

You are responsible for checking the wording, spelling, size, colour and other personalisation choices you submit. Where we provide a proof, you should check it carefully before approval. Approval allows us to proceed to production, but it does not remove your statutory rights.

3. Ordering and payment

The website lets you review your basket and correct choices before payment. Prices are shown in GBP and the total delivery charge is shown before you commit to payment.

An order is accepted when payment has been successfully confirmed and we send or make available an order confirmation. If we cannot accept an order, we will not intentionally retain payment for goods we cannot supply.

4. Proofs and production

Some products require a customer proof before production. If a proof is required, the order page and email notifications will tell you when it is ready. Production will not start until the current proof has been approved.

Other personalised products do not require a proof and may progress to production once payment is confirmed.

5. Delivery

Current production and delivery guidance is set out on our Delivery & returns page and, where applicable, at checkout. Unless a different timeframe is agreed, consumer orders must be delivered within the period required by applicable law.

6. Cancellations, returns and faults

Personalised or custom-made goods are generally excluded from the normal distance-selling change-of-mind cancellation right. Non-personalised goods may carry a statutory cancellation right. Faulty, damaged, misdescribed or non-conforming goods remain covered by your statutory rights.

See Delivery & returns for practical instructions.

7. Bespoke enquiries

A discussion through our bespoke or contact pages is not itself an order or binding quotation. Any bespoke price, specification, timescale and payment arrangement will be confirmed before work is accepted.

8. Reviews

Review invitations are linked to completed orders. Reviews may be held for moderation before publication. We may refuse or hide content that is unlawful, abusive, contains personal information or is unrelated to the customer’s experience. We do not silently rewrite customer review wording.

9. Our responsibility

Nothing in these terms excludes liability that cannot legally be excluded, or restricts your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable when the contract was made, except where the law says otherwise.

10. Contact and complaints

If something goes wrong, please contact us first so we can try to resolve it. These terms do not prevent you from using any statutory complaint or enforcement route available to you.