Apple Pay

Cheshire Pine Returns & Replacements Policy – Handmade Solid Pine Furniture

Returns & Replacements – Cheshire Pine

At Cheshire Pine, we take pride in every piece of our handmade solid wood furniture coming to your home the way it left our workshop.

Our goal is to make sure you love your order, and we’re here to help if anything isn’t quite right.

Damaged or Faulty Furniture

Please check your furniture when it’s delivered. If anything is damaged on delivery or faulty, we’ll happily arrange a repair or build you a new piece at no extra cost. We want you to love it as much as we do.

If you spot an issue after the delivery team have left, please email us within 1 hour with clear photos so we can help straight away.

Returning Damaged Items

If you’d rather not have a repair or allow us to build you a new piece and replace it:

Please take photos of the damage and the full item.

Email us at info@cheshirepineandoak.com with:

Order number
Your name, address, and contact details
Date of purchase and delivery
Description of the issue
Attach all photos

We’ll arrange collection (allow up to 14 days) and process your refund within 30 days once the item is received and inspected by our team.

Change of Mind

We completely understand that buying furniture online can feel like a big decision, and we want you to feel confident before placing an order with us.

As a small company, every piece of Cheshire Pine furniture is handmade from scratch, specifically for each individual order. Because of this, we’re unable to accept returns simply because a customer has ordered something simply to see if they like it. You are more than welcome to visit our workshop to see the quality etc before you place your order.

We kindly ask that customers only place an order with us when they genuinely intend to keep and want the furniture. Once an order is placed, our cabinet makers begin making your piece specifically for you, using materials and workshop time that cannot simply be put back into stock.

If you’re looking for a furniture retailer where you can order an item simply to see it in person and return it if it’s not quite right, we would recommend choosing a retailer that holds mass-produced furniture in stock.

We hope you understand why this is important to us. We’re a small, independent business, and our furniture is made by hand rather than mass-produced. We take great pride in what we make and appreciate customers who value the time and craftsmanship that goes into each piece. We have a 100% record as we have not had any returns from what ww build.

If you change your mind please:

Contact us within 7 days of delivery
Keep all original packaging
Fees will apply for original delivery cost, collection cost £250, and the payment provider charges

Please note: bespoke and clearance items are not eligible for change-of-mind returns.

Bespoke Orders

Every bespoke item is

Handmade just for you as a one-off:

Carefully checked before dispatch

Cannot be cancelled once production begins or materials are ordered

Please note: Refunds are only available if the item is faulty

Missed Deliveries

If you’re not at home on the agreed pre-arranged delivery day, a minimum £200 re-delivery charge applies. Furniture is returned to our workshop in Chester/North Wales for rescheduling. It does not go into a courier holding depot.

Clearance Items

Sold as seen. No refunds, exchanges, or credit notes are available.

In summary:

Faulty or damaged items → repair, build a new item, or refund
Change of mind → subject to fees - see above, not available on bespoke or clearance items
Bespoke → only faults are covered
Missed Pre-arranged booked delivery → minimum £200 re-delivery fee

We’re here to make your purchase of your hand made furniture experience as smooth as possible. Any questions? Please just contact us at info@cheshirepineandoak.com