House History Research

Because each house history is individually researched and made to order, all products sold by Oak & Willow Cottages are non-refundable once work has begun. Please read the policy below before placing your order.

1. Custom and Personalised Orders

All house history products are personalised, researched specifically for each property, and custom-designed. For this reason, returns and refunds are not accepted, except in the cases outlined below.

If you change your mind before work has begun, please contact me as soon as possible to request a cancellation.

2. If Insufficient Records Are Found

If, during the research process, it becomes clear that there are not enough surviving records to produce the level of detail required for the product you ordered:

• I will contact you to discuss options.
• In most cases, I will complete a Snapshot House History instead and refund the price difference.
• You will still receive a professionally researched, beautifully presented summary of your home’s history based on the available data, or a full refund minus the cost of a Pre-Research Check (£30)

3. Damage in Transit

If your framed or printed order arrives damaged, please email me within 7 days of delivery with photographs of the damage to both the item and the packaging.

Where damage is confirmed:

• A replacement will be arranged at no additional cost
• In some cases, I may ask you to return the damaged item before a replacement is issued

4. Digital Products

Due to the nature of digital files, any house history products are non-refundable once delivered, unless the file is faulty or incomplete.

If you encounter any issues with a digital file, please contact me and I will work with you to resolve the problem.

5. Contact

If you need to discuss an order, request a cancellation before work has started, or report a problem, please contact:

📧 hello@oakandwillowcottages.co.uk