Custom Cover Company, a division of Caruso Consulting Co Ltd
Last updated: 6 September 2026. This policy is provided for information. Please have it reviewed by a qualified adviser before launch.
Every cover we make is cut to the measurements you give us. Because of that, we are not able to accept change-of-mind returns.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel an online order does not apply to goods that are made to a consumer's specification or are clearly personalised. Regulation 28(1)(b) sets out that exception, and made-to-measure covers fall within it.
Please check your measurements carefully before you order. If you are unsure about sizing or fit, contact us first and we will help you check them before any fabric is cut.
The cancellation exception above applies only to change of mind. It does not limit your rights under the Consumer Rights Act 2015, which requires that goods are:
If your cover does not meet those standards you have the right to a repair, a replacement, or a refund, depending on the circumstances and how long you have had the item. Nothing in this policy affects those rights.
If your cover arrives with a genuine manufacturing defect, or does not match the measurements you submitted, we will put it right.
Email theteam@customcover.uk with:
We will assess your claim and respond within 2 business days. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery, and further rights after that period.
Where a claim is accepted we will remake your cover or refund you. Refunds are made to your original payment method, normally within 14 days of us accepting the claim.
If your cover arrives damaged, contact us within 3 days of delivery at theteam@customcover.uk with your order number, photos of the item and the packaging, and a description of the damage. We will investigate with the courier and send a replacement at no cost where transit damage is confirmed. Reporting after 3 days does not remove your statutory rights; it simply makes a courier claim harder to evidence.
Our covers carry a warranty against premature fading and loss of waterproofing under normal outdoor use.
This warranty is given in addition to your statutory rights and does not replace them.
If the measurements you submit are wrong and the finished cover does not fit, we are not able to offer a free remake, because the cover was made exactly to the specification you provided.
We confirm your measurements with you before production begins. If anything is uncertain at that point, contact us and we will check them with you before cutting.
If you are unhappy with how we have handled a claim, email theteam@customcover.uk and mark your message for the attention of the customer care manager. If we cannot resolve matters between us, you can seek advice from Citizens Advice, which runs the UK consumer helpline.