Returns & Refunds Policy
Making our customers happy by delivering exceptional furniture, is our lively hood. Nothing is more important to us. For each and every order, we aim to exceed expectations; so your order ends with another happy customer who gives us a great review. That’s all we strive for. Please see other Customer Reviews here.
RETURNS UPON DELIVERY:
- Items can be returned, in the unlikely event that an item is damaged or faulty upon delivery, it must be returned with the same courier and photos of the damage must be sent immediately to us via email.
- Items can also be returned, with the same courier, if they do not comply with the description given, as per your invoice from us.
Once we have received a valid reason for the return via email here and the product has been returned to us, we will start to make another one for you immediately. Your new replacement will be manufactured again and re-delivered to you within 6 to 12 weeks. If returned upon delivery, with the same courier, then the return will be at our cost.
RETURNS AFTER DELIVERY:
Items can be returned after delivery if they fail our “structural integrity” or “unfit for purpose” Guarantee. This Guarantee period varies for different products:
– Wooden tables with metal or wooden legs: 10 years.
– Desks: 10 years.
– Cabinets: 10 years.
– Dining Chairs: 2 years.
Once we have received a valid reason for the return via email here, and the product has been returned to us, we will start to make another one for you immediately. Your new replacement will be manufactured again and re-delivered to you within 6 to 12 weeks. If returned after delivery then the cost of return to our warehouse (address in Ashford is here) will be at your cost.
If, for any reason, we can not replace a faulty product, and we decide (at our discretion) to return the cost of the order/furniture, this will not include any delivery charges paid by you for delivery.
Exceptions to our Guarantee, are detailed in our Terms and Conditions.
Regrettably, our bespoke furniture products are all custom made for you and cannot be returned under any other circumstances. Your statutory rights are not affected.
We do not offer refunds; as all of your bespoke furniture orders are Custom Made as per your specification, and are placed straight into production once your order is paid.