All cases must be emailed to our service team at firstname.lastname@example.org and if possible photographs should be attached if the product is faulty.
We want you to be 100% happy with your product(s), so if you are not then you may return the product to us unused and in a resaleable condition within 14 days under our full money back guarantee. Goods requiring assembly are non-returnable once constructed.
Please note that you are responsible for ensuring that all product(s) are in their original packaging and wrapped securely.
Any products that you have received with a defect or manufacturing fault on delivery must be reported within 5 working days. Please check for any damage on all parts before assembling your item as we cannot be held responsible for any damage identified once erected. Please email our customer service team at email@example.com. please attach photographs so that we are able to analyse the fault. We will contact you to arrange for a replacement to be sent.
All of our products are covered by a One Year Structural Guarantee; therefore if any of our products develop faults during this time, please contact us and we can issue you with a replacement.
We recommend that if the box/packaging is damaged on receipt, that you check the products inside before signing for them.
If you are unable to examine the products inside a damaged package on receipt and once you have opened the product(s) and it is clear to see they have been damaged in transit, you must report this within 5 working days.
Please note that if product(s) are being returned to us, you are responsible for ensuring that you use the original packaging and ensuring the parcel is securely wrapped.
If you are using your own courier service to deliver or return your product(s), we will not be held responsible for damaged goods and therefore you will be unable to claim for a refund or exchange.
If you have received any incorrect items please email us on firstname.lastname@example.org. We will endeavour to resolve any issues to a mutually agreeable solution. All sizes, dimensions and weights and colours of products are approximate. It is the responsibility of the customer to check that the measurements of their items are suitable and to get in contact with us within a reasonable period of time. If your product is not suitable it must be returned to us unassembled, unused and in its original packaging. Any items that do not have their packaging we unfortunately cannot accept back.
Once we have agreed to issue you with a refund this will take approximately 3 working days to reach your account from the date of inspection of the returned goods. The refund will be issued to your debit or credit card which you used to make the payment for your order. We cannot refund monies to a different account. If you made payment via cheque, we will send you a cheque to your billing address. Please contact us on 02476 642139 if you have not received your refund and it falls outside of these timescales.
Custom Made Sofas and Armchairs
15 year structural warranty – covering the frame, springs, hardware and feet of your new sofa, plus 1 year warranty for upholstered interior – the foam, fibre and feather as well as the covering material.
Other Indoor Furniture Warranty against Manufacturing Defects or Faults:
For guidance on how to care for your real wood table please click here.
Rattan Garden Furniture
5 year structural warranty - covering the frames of all our Rattan outdoor furniture for both manufacturing and/or material defects. Plus we offer a 3 year weave warranty against the fading, crackling and peeling of our rattan weave. 1 year warranty applies to accessories (cushion covers, inners and glass).
The specifications of our Rattan furniture is made to withstand the weather conditions in the UK, therefore may not be suitable for foreign climates. Any goods transported out of the UK are not covered under warranty.
Note that furniture covers which are included free of charge are not covered via warranty.
The structural and weave warranty period begins from the date of dispatch or the original order.
All Other Garden Furniture
2 year structural warranty on the frame and hardware plus 1 year warranty on accessories (cushion covers, inners and glass)
Exclusions to the warranty:
Non authorised repair and changes made by you will avoid the Warranty therefore, we advise that you contact us to discuss options prior to instructing a third party to repair or amend the goods. Please be advised furniture shipped outside of the UK is not covered under warranty.
If you have any questions with our returns or warranty policies’ please contact our customer service team at email@example.com.
Further information on our complaints procedure can be found here.