Refunds and Returns Policy
You have the right to cancel this contract and return Products bought from the Outlet at any time before delivery of the goods, or within 14 days from the day you receive your goods. We will refund you for the purchase price of Outlet product(s), and if we have not delivered the product, we will also refund the delivery charge, subject to the limitations below. Please note that any cancellation and refund is subject to our terms and conditions and in particular to the product being returned in like new condition (see below).
If you place an order for Made to Order Product or a Bespoke Order Product we generally start the manufacturing process within 48 hours of us receiving the confirmed order and/or the required payment. Changes to the order may not be possible or may incur an additional cost. It is your responsibility to confirm the accuracy of any order for a Made to Order Product.
You have the right to cancel this contract and return Made to Order at any time before delivery of the goods, or within 14 days from the day you receive your goods, subject to a 50% restocking charge. The restocking charge will be deducted from any amount refunded to you by us. If we have not delivered the product, we will also refund the delivery charge.
Bespoke Order Products are custom made to your specification and cannot be cancelled, either before or after delivery. A Bespoke Order Product may not be returned and cannot be refunded, unless it is defective or has been accidentally damaged by us in the delivery process.
If you wish to return the goods, we will apply a charge for the collection of the goods which will be equal to, if not more than the original delivery charge paid by you. We will collect the goods from the UK mainland address to which we originally delivered the Products. Alternatively, you can arrange to have the goods delivered to our main premises, but you will be responsible for all transportation costs and we take no responsibility for any damage that is incurred during the shipping process.
Products, residing in the UK which are returned as a result of a manufacturing damage or fault will have no collection charge. However, all arrangements for their return must be agreed with us in writing. If you deem a product to be faulty, photographs must be sent to firstname.lastname@example.org in the first instance. We will contact you once we receive the photographs and arrange for the fault to be repaired.
In the event of you advising us that you have a fault with the Product, we reserve the right to repair or replace the Product. Depending upon the issue, it is often less of a disruption to you to send a technician to rectify the issue in your home, rather than collecting the furniture and bringing it back for repair and then redelivering. We will discuss this with you at time.
Products must be returned to us in like new condition in order to qualify for a refund of all or part of the purchase price. We reserve the right to make reasonable deductions from the amount refunded to you if there are signs of wear and/or damage to the Products. All returned Products will be inspected in our premises and, if deemed to be damaged, we will charge you a fee to reflect the amount by which the value of the Products has been diminished. To minimise the risk of any such claim we recommend that you return the goods in the original or appropriate packaging.
Our Refund Policy does not affect your statutory rights.