Returns, Refunds and Your Right to Cancel
Our Refund and Returns Policy Details
You have the right to cancel your order within 14 working days from delivery. You must notify us by email within 14 working days from delivery with your intention to return the item. After notification we will issue you a returns number to quote on the paperwork when returning the goods.
If you wish to return the goods within the 14 days, please take reasonable care of the items and ensure they are retained in the original packaging
Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwrap an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging
Please take into account before purchasing our furniture that once items are dispatched from our warehouses the costs involved with return will be with the customer, therefore it is essential if canceling an order to let us know immediately to avoid unwanted items being dispatched.
Please note that non stock items that we have to special order will carry a minimum 50% cancellation charge, this includes circumstances where items of furniture will not fit into your property, please check your measurements before ordering.
Returns and Refunds Enquiries:
Please note if any items are damaged or faulty please always call us on 01269 842347 or email.
We can arrange collection and return of the items at a cost depending on item size and weight.
Please do not return items without prior authorisation. The returns authorisation is valid for up to 14 days only from delivery.
Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account.
Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns department to check for completeness and correct product return.
For goods received back complete as NEW and unused including all accessories; you will be refunded the full invoice amount less cost of return.
Please note on rare occasions due to extreme climate changes in shipping you may find slight swelling on doors or drawers thus making them stiff to open, it is important not to return or refuse the item if this is case. Usually this will rectify itself in a matter of 7 days once the timbers adjust to their new enviroment and heating conditions, you may also find that simply swapping the drawers will remedy this. However on rare occasions the timber movement may not settle and you may need to sand or shave a small amount from a drawer or door, if so please shave from the bottom of the drawer front or from the side of the door as this will not be noticeable with regards to the look of the furniture. A simple touch of danish oil will then protect any adjustments made. Currently less than half of one percent ( 0.50% ) of our furniture is affected by timber movement ,however please could we ask you to bear in mind that you are purchasing natural timber products where slight timber movement in shipping is a slim possibilty. Therefore stiff drawers or doors will not be deemed as faulty or defective.This means you are purchasing our furniture on the understanding that any necessary simple adjustments would be need to be undertaken by the customer at the customers expense. If you do not wish to undertake any adjustments needed and wish to return the item we will of course offer a refund under our full 14 day moneyback offer.
Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase.
If you are unable, for whatever reason, to facilitate collection of your goods on the confirmed date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, an aborted collection fee of £35 will be charged.
After this 14 day period has expired we will be unable to accept returns of any items purchased unless faulty.
Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.
If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 14 days of the date you receive them, or as soon as possible thereafter by emailing us. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer.
We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.