Returns Policy – Online Orders Only
We want you to be completely satisfied with your purchase. If you are unhappy for any reason, our returns process is designed to be clear, fair, and straightforward.
Changed Your Mind
If you have changed your mind or ordered the wrong item:
- You have the right to cancel your order within 14 days of delivery in line with the Consumer Contracts Regulations.
- You must notify us of your intention to return the item within this 14-day period.
- Items must then be returned within 14 days of notifying us.
- Items must be unused and returned in a resaleable condition. Where possible, items should be returned in their original packaging.
- You are responsible for the cost of returning the goods. We can arrange collection on your behalf, and a collection charge will apply depending on the size and weight of the item.
- We reserve the right to apply a reasonable restocking charge where necessary to cover handling, inspection, and repackaging.
- We may request photographs prior to arranging a return to ensure safe transit.
- Custom-made or made-to-order items (clearly identified on our website) are non-returnable unless faulty.
- Orders cannot be cancelled once dispatched; however, they may still be returned in line with the above terms.
Damaged or Faulty Items
If your item arrives damaged or develops a fault:
- Please contact us as soon as possible and provide clear digital photographs showing the issue.
- We will assess the issue and, in line with the Consumer Rights Act 2015, offer a repair or replacement as the initial remedy where appropriate.
- If a repair or replacement is not possible, a refund will be offered.
- Where possible, items should be returned in their original packaging to avoid damage in transit.
Refusal of Repair or Replacement
Where a fault is identified and a repair or replacement is offered as a reasonable remedy in line with the Consumer Rights Act 2015, customers are expected to allow us the opportunity to resolve the issue.
If a customer chooses to decline a repair or replacement and instead requests a return and refund, we reserve the right to deduct any reasonable costs incurred, including collection, handling, and associated return costs.
Inspection of Returned Items
All returned items will be inspected upon return.
- If a fault is confirmed, a full refund or replacement will be provided and no charges will apply.
- If no fault is found, or the issue is deemed to be wear and tear, misuse, or not a manufacturing defect, we reserve the right to apply a collection charge and a reasonable restocking charge.
Product Characteristics & Acceptable Tolerances
Many of our products are manufactured using natural materials and traditional processes. As such, certain variations are to be expected and are not considered faults.
These may include (but are not limited to):
- Variations in colour, grain, and texture of wood
- Natural markings, knots, and shading differences
- Slight differences in alignment, joins, or panel positioning
- Minor gaps where extending mechanisms or leaves meet
- Variations in finish between batches or components
These characteristics are part of the nature of the materials and design and do not affect the functionality or structural integrity of the product.
Such variations will not be considered a manufacturing fault and do not qualify for repair, replacement, or refund under faulty goods criteria.
Refunds
Refunds will be processed once we have received and inspected the returned item.
- Please allow up to 7 working days for the refund to appear in your account after processing.
- Where a return is made under your right to cancel (change of mind), the original standard delivery charge will be refunded. Any additional delivery surcharges may not be refundable.
- Refunds will be issued to the original payment method.
Important Notes
- This Returns Policy applies to online orders only.
- In-store purchases are subject to different terms — please contact us directly for further information.
- This policy does not affect your statutory rights.
For assistance, please contact us on 01527 872202 (Monday to Friday, 10:00am – 4:00pm) or email us directly.