Return & Refund 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 24 hours.
  4. Incorrect and incomplete notified returns may not be processed.
  5. 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.
  6. If the product has been moved to another address, the return stands void.
  7. 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.
  8. 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 24 hours from the date of received delivery *
  • 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.

 Handmade Policy Solid Wood Furniture

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 can not ensure exactly matching pieces as they are not  ‘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 must 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.

When your item is delivered please ensure you open the packaging with care. In the event that you need to return an item the packaging needs to be resealable and the item in a resalable condition.

Damages

Please inspect your order upon delivery and contact us immediately if the item is damaged. We regret that we are unable to assist with any damage claims that have not been reported within 24 hours of delivery. You can contact us via the Contact Us page.

Refunds
Once your item has been returned to us and inspected, you’ll be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund back to your account.

  • If you return an item due to change of mind, you will be responsible for paying all associated return costs.
  • By continuing to place on order via our website, you are acknowledging and agreeing to the above.

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