Returns Policy

Returns Policy

Last update: January 2024

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

• 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.
• 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.

Terms

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.

Sale of Goods Act 1979 (SOGA) and Supply of Goods & Service Act 1982 (SOGASA)

The Sale of Goods Act 1979 has been largely repealed and replaced by The Consumer Rights Act 2015. This legislation applies to contracts between a Consumer and a business. Under the new law, a ‘consumer’ is someone who isn’t acting for the purposes of a business when they deal with the trader. This means that a business that buys goods isn’t counted as a consumer under the Consumer Rights Act. Therefore, in a B2C (B2B) transactions such protection shall not apply.

The Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 may only apply to B2C contracts in a very limited sense and in so far as the legislation has not been negatived by the terms of the contract. Such application will only apply in a case where the trade order terms are either inconsistent with the terms or fairness ruled by a court or are deemed to be so by a court under the Unfair Contract Terms Act 1977.

As a B2C partner you are bound by the terms & conditions and the exclusions as listed in the T&C’s of the company. Bear in mind that liability may be limited or excluded by the terms and conditions of a B2C contract.

Customers sometimes claim that Sale of Goods Act 1979 (SOGA) and Supply of Goods and Services Act 1982 (SOGASA) apply and we need to accept returns beyond the agreed timelines – This is not in a B2B contract.

In a B2B contract there is no automatic right to a refund except that provided for in the contract and the terms and conditions –

The below are the salient features of the above laws-

• SOGA & SOGASA implied term as to description and not quality
• SOGA & SOGASA implied term as to fitness for purpose
• SOGA & SOGASA rules on exclusion of liability by the customer
• We further confirm that as a B2B entity SOGA OR SOGASA are excluded.

Standard Operating Procedure for Returned Items

• All 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.
• All returns must be submitted on your trade account under the ‘My Returns’ tab
• 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

Defective Goods and Returns

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 *

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:

We Do Not consider weekends and England bank holidays as working days