Return / Exchange Policy
IMPORTANT INFORMATION ON YOUR FURNITURE DELIVERY
Whilst we do everything that we can to make sure you’re that happy with your order, we do appreciate that items need to be returned from time to time or you require further contact with us about your purchase. To help guide you through this process please read this important information regarding our Returns & Cancellation policies for Furniture & Larger Items.
If you change your mind before you start assembling your furniture, we are more than happy to arrange a return. Please be aware that there’s a charge of £59 for this service.
To return a product, it must be in its delivered form and original packaging, undamaged and not tampered with in any way. Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products and they can therefore not be returned.
We have a returns policy of up to 14 days from the day we have delivered the product to you. You can inform us that you wish to return the item by email and we will deduct the courier charges from your original form of payment. We will need the following information from you: personal details (full name and address), order number, product code and reason for the return and a photograph of the items to be returned in their original packaging intact as proof they haven’t been assembled. Once the items are received by us in a resalable condition we will process your refund.
All items are quality checked before they leave the warehouse.
Unpacking & Assembly
Please take time to check the product and all its parts in full within 48 days of product receipt. Do not start assembling until all the parts have been checked through. No claims for damage will be accepted once you have started to assemble your furniture.
By assembling your furniture this is deemed as acceptance of the products and they can therefore not be returned.
Please follow the assembly instructions carefully. If you experience any problems whilst assembling your product, contact our customer services team.
If a product you purchase develops a fault, please email our team and support the email with photographs of the problem. We will arrange either an inspection and repair, a collection and replacement of the part/item in question or a refund depending on the situation.
If we find that the product has developed a fault or damage caused by accident, misuse, negligence or normal wear and tear, we are under no obligation to replace the item or issue a refund. Your statutory rights are not affected.
Any shortages, damage or manufacturing fault should be reported to our customer services team. Customers have up to 14 days following delivery to report damage, but claims must be supported by photographs and it is the responsibility of the customer to show that the damage has not been caused by any misuse or mishandling following delivery. All claims must be supported by photographs. In most cases customer services will resolve the problem by sending a new part as quickly as possible. It is in the customer's own interest to fully inspect all furniture as soon as possible after delivery.
In the unlikely event that an item arrives damaged or faulty. You have 48 hours to make us aware of any damages from the date / time of delivery and an exchange or refund will be arranged depending on stock availability.
Return costs will be free of charge if the item has arrived damaged or faulty but we must be made aware of this within 48 hours.
All items must be returned in original packaging.
We offer a 12 month warranty on most items but cushions that come with a product (for example Rattan) are not included in the warranty.
Please send any return queries to firstname.lastname@example.org