Returns, Refunds and Your Right to Cancel
Our Refund and Returns Policy Details
You have the right to cancel your order within 14 working days from delivery. You must notify us by email within 14 working days from delivery with your intention to return the item. After notification we will issue you a returns number to quote on the paperwork when returning the goods.
If you wish to return the goods within the 14 days, please take reasonable care of the items and it would help if you retained the original packaging.
Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwrap an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging.
Please take into account before purchasing our furniture that once items are dispatched from our warehouses the costs involved with return will be with the customer at £50 for any centre pole umbrella and £250 for any Cantilever parasol. This charge covers the cost of delivery and repackaging. Therefore, it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched.
Returns and Refunds Enquiries:
Please note if any items are damaged or faulty please always call us on 01483 209 330 or email within 24 hours to report this matter.
We can arrange collection and return of the items at a cost of £50 for any centre pole umbrella and £250 for any Cantilever parasol. This charge covers the cost of delivery and repackaging.
Please do not return items without prior authorisation. The returns authorisation is valid for up to 7 days only from delivery.
Goods sent back without prior returns authorization will be returned back to you and the cost of delivery charged to your account.
Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorized only after a full inspection of the goods by our Returns department to check for completeness and correct product return.
For goods received back complete as NEW and unused including all accessories; you will be refunded the full invoice amount less cost of return.
Please note on rare occasions due to extreme climate changes in shipping you may find slight swelling, it is important not to return or refuse the item if this is case. Usually this will rectify itself in a matter of 7 days once the timbers adjust to their new environment. However on rare occasions the timber movement may not settle and you may need to sand or shave a small amount. Currently less than half of one percent (0.50%) of our furniture is affected by timber movement, however please could we ask you to bear in mind that you are purchasing natural timber products where slight timber movement in shipping is a slim possibility. This means you are purchasing our furniture on the understanding that any necessary simple adjustments would be need to be undertaken by the customer at the customers expense. If you do not wish to undertake any adjustments needed and wish to return the item we will of course offer a refund under our full 14 day money back offer.
Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase.
If you are unable, for whatever reason, to facilitate collection of your goods on the confirmed date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, an aborted collection fee of £50 will be charged.
6.2 After this 7 day period has expired we will be unable to accept returns of any items purchased unless faulty.
6.3 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.
6.4 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 7 days of the date you receive them, or as soon as possible thereafter by emailing us. Please keep the products purchased in a salable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, re-delivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer at £50 per item.
6.5 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties damage arising out of defective, damaged or wrongly delivered products over and above the value of the goods themselves. This does not affect your statutory rights, laws of England and Wales will apply at all times.