Return Policy & Guarantee
We have a 14-day return policy for private customers, commencing on the first day following delivery; trade customers are not covered by the right to return. Please note that the right does not apply to any Made to Order Products you purchase from us (ie, Products that we create for your order).
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
MAKING CHANGES TO EXISTING ORDER
Before your item is dispatched from our UK warehouse, simply contact us at firstname.lastname@example.org and we will make the changes for you.
ORDER CANCELLATION BEFORE DELIVERY
If you change your mind, you can cancel the order at any time before your item is dispatched from our UK warehouse. Simply contact us at email@example.com, we'll cancel your order and issue a refund.
We will notify you when a courier is allocated to deliver your order. If you cancel the order after receipt of this notice, we will deduct the costs of the courier, £32 for any small furniture (eg ottomans, dining chairs, stools, metal frame flat-packed beds) , £49.50 for any medium item (eg dining tables, TV unites, armchairs, desks) and £69.50 for any large item (e.g. lounge chairs, sofas, non flat-packed beds) from the amount to refund you.
Please be aware that majority of our items are in stock, therefore, the time gap between order and shipment is very limited.
If your order is dispatched, please refer to the next term.
SATISFACTION GUARANTEE AFTER DELIVERY
Cancellations made after the dispatch will need to be made at the time of delivery, via a refusal on delivery or within 14 days commencing on the first day following delivery by contacting us. We will refund you the cost of the item, minus both delivery and collection costs of £64 (£32 x 2) for any small furniture (eg ottomans, dining chairs, stools, metal frame flat-packed beds) , £99 (£49.50 x 2) for any medium item (eg dining tables, TV unites, armchairs, desks) and £139 (£69.50 x 2) for any large item (e.g. lounge chairs, sofas, non flat-packed beds).
For items other than home accessories, once you have notified us that you wish to return an item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You must make yourself available to return the item to the courier within 14 days of the receipt thereof.
If you are returning the item yourself to our warehouse, delivery must take place within 14 days of receipt. If the returned products are not in their original packaging (undamaged) we will charge a £20 repackaging fee [as well as any necessary cost to restore it to original status].
Home accessories (cushions) must be securely returned to our warehouse by you.
Please contact our customer service for the return address. Upon receiving the product, we will refund the cost of item, minus initial delivery charge.
PRODUCT ARRIVED FAULTY OR DAMAGED
We always do our best to ensure the quality of our products, consistently throughout the production and during transportation. As much as we would like to, we cannot guarantee things always go to plan. If your beloved item does not arrive in perfect condition, please do not hesitate to contact us at firstname.lastname@example.org with a couple of photographs of the fault within 24 hours of delivery. We will assess your complaint ASAP and, upon validation, we will either arrange for collection to replace your product or issue a partial refund, or we can arrange to repair the damaged product. Please note should you need to return the item, it would need to be securely packed in the original packaging.
2 YEAR MANUFACTURER GUARANTEE
The manufacturer guarantee is that the materials and workmanship of our products will be free from defects for a period of two years from the date the product been dispatched from the UK warehouse (the “Two Year Guarantee Period”).
Under the terms of the guarantee but subject to the qualifications below, in the case of a fault occurring during the Two Year Guarantee Period, we willrepair or replace the product.
This guarantee will not apply to damage caused as a result of abnormal use or working conditions, failure to follow instructions, misuse, alteration or unauthorised repair, wilful damage, improper maintenance, negligence or normal wear and tear.
If you wish to make a claim under the guarantee, just email a few pictures of the fault to email@example.com within 1 day of discovery, and return the faulty product within 7 days at your expense and in the original packaging. Once we have received the returned product, we have 30 days to inspect it and, if we decide it is faulty, refunds will be made for both the product and reasonable delivery costs.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.