Returns policy

The returns policy, along with our full Terms & Conditions must be read, understood and followed to enable us to successfully process your returns claim.

Quick Read

  1. We accept returns on account of manufacturing defects subject to approval by the Returns Team. This includes free collection of the defective merchandise. T’s & C’s apply.
  2. We accept returns on account of transit damages subject to approval by the Returns Team. This includes free collection of the merchandise. T’s & C’s apply.
  3. All returns must be logged within 2 working days through the Trade account dashboard / Virtual Assistant Flo.

These terms are also applicable to any repaired or replacement goods we ship out to you. All refunds are processed within 14 business days and for the safety and security of your account; we only refund to the original bank account details which was used against the original order.

  •  returns must be in the original packaging and in the same condition as it was received
  • All returns must be submitted with complete evidence and information within 2 working days of your delivery. We do not consider evidence submitted outside the agreed deadlines.
  • Returns submitted over emails are not entertained
  • Incorrect and incomplete notified returns may not be processed
  • The courier company will only collect/deliver the approved goods based on your RMA form
  • The courier company will only collect the returned product from the registered shipping address (meaning, the original delivery address) and under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
  • If the product has been moved to another address, the return stands void.
  • Please refer to the ‘Handmade Goods’ policy section under Terms & Conditions to understand the natural occurrences on our handmade furniture to avoid getting your claim rejected
  • Please refer to our Terms and Conditions for our full returns policy

In the unlikely event that the Goods do not conform to these Terms, please let us know immediately after delivery and follow the below Standard Operating Procedure (SOP) –

  • Notify us no later than 2 working days from the date of received delivery *
  • All returns must be submitted on your trade account’s dashboard under ‘My Returns’ tab
  • Always quote the Product Code number & PO number
  • A picture of the defect must be included with your submission together with a brief explanation of the issue to enable our returns team to make a decision against your claim.
  • We aim to process the request and revert within 2-5 business days
  • If we accept your claim, we will arrange a collection of the goods on an agreed date and once we have analysed that the goods are either damaged or defected, we will offer one of the below options according to your own claim:
    (a) Issue a credit note
    (b) Issue a discount
    (c) Provide you with a full or partial refund
    (d) Replace the Goods
    (e) Repair the Goods

Please find below examples and correct interpretation of return deadlines:

Delivery Day Notification by end of:
Monday Wednesday until 23:59 hours
Tuesday Thursday until 23:59 hours
Wednesday Friday until 23:59 hours
Thursday Monday until 23:59 hours
Friday Tuesday until 23:59 hours
Saturday Tuesday until 23:59 hours
Sunday Tuesday until 23:59 hours

 

    • We do not accept cancellations, refunds or replacements of bespoke products if the product is already under production or on its way.
    • We only accept a replacement or a refund in the rare event of the item arriving damaged. Followed by sufficient evidence of the damage we will then arrange a collection and a replacement/refund.
  • Once executed, back orders are treated like normal ‘standard’ orders and therefore the same Standard Operating Procedure and returns policy is applicable.

    100% of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood, hence variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.

    The below attributes are considered as part and parcel of our Handmade products. This is not an exhaustive list.

    • Different shades of wood or finish.
    • Slight design difference from picture – example the carving is not exactly the same as the published picture.
    • Small filler marks – as long as the extent of filler does not cover a high percentage of the piece.
    • Dimension differences – within acceptable levels. This applies to positioning of shelf or product height etc and not just overall dimensions.
    • Two pieces not being exactly the same – we already state that if a customer wants to ensure exactly matching pieces they must order ‘bespoke’ products
    • Fabric orientation – where the pictures on fabrics are not in exactly the same locations as on the photographs
    • Fabric colour different to picture – down to the difficulty in colour rendition of various computers
    • Gap around the drawers and doors to give room for change in temperature.
    • In Painted and screen printed items, a minor off-touch as the entire process is manually done and is not machine generated and variations do happen due to wood surface or otherwise.

     

    You may encounter variations from batch to batch hence if you are looking to pair products under similar room settings; you can opt for a bespoke order or take an informed decision about the possible variations. We regret, will NOT treat any of the above variations as defect, as these are natural occurrences.