Returns
Returns & Replacements
EXCHANGE or REPAIR
- We will offer you an exchange/repair if your handmade furniture has a fault or has been damaged on delivery at no cost to you the customer.
IMPORTANT INFORMATION
If you change your mind about your purchase, please let us know. All we ask is that you do not place an order ‘just to have a look’ as we do not operate like this - sorry.
If you change your mind at the time of your delivery or with in 7 days of your delivery we will arrange the collection and refund your payment for the goods that you have bought MINUS the FEES that the payment provider charge, deduct the original delivery cost plus the collection carriage of £200.We do not add on or charge you the customer any of the payment provider fees at the point of order.. However this means that your refund will not be the whole amount that you paid as the payment provider has already deducted their fees and will not refund fees. You will now have to pay those fees that they charge as Cheshire Pine will not pay these fees for you as we do with orders.
We will deduct the original delivery cost plus the collection carriage of £200 from your amount to be refunded. .
Please be aware that we do not offer refunds for any BESPOKE items unless there is a fault.
CANCELLED ORDER AFTER ITEM IS BUILT
- If you decide to cancel your order AFTER it has already been handbuilt for you it will be exempt from the cooling off period under the CCR and you will no longer have the right to cancel.
CHANGE OF MIND
If you require a collection by Cheshire Pine due to a change of mind, then the customer will pay
- the original delivery charge
- plus a collection carriage charge of £200
- plus the ORIGINAL payment providers fees which will be deducted from the amount paid for your handmade furniture.
RETURN due to DAMAGE ON DELIVERY
First of all we would like the opportuntiy to fix any issues OR BUILD A BRAND NEW PIECE due to any damage that has been made by a delivery company and not by us or in the manufacturing.
If you will not allow us the opportuntiy to fix any issues OR BUILD A BRAND NEW PIECE then to process the return of your goods correctly and effectively, please complete the following steps:
- Please take photographs of the faulty areas
- Email our returns department info@cheshirepineandoak.com detailing the following:
- Your ORDER number
- Your name
- Your address
- Contact telephone numbers
- Email address (if different from sending address)
- Date of purchase
- Attach the photos that you have taken
- Full details of the fault
- Please allow up to 14 days for the re-collection of your furniture to take place and to be brought back to Cheshire Pine. Once the furniture is back here and the refund processed please allow up to 30 days for your FULL refund to arrive and show on your original payment method.
MISSED DELIVERY
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If we arrive and you are not at home on your arranged delivery day after you have confirmed this day with us then there will be a fixed charge of £200 for a new delivery date. Your furniture will be brought back here and the delivery process is started again. We are based just outside of Chester over the border in to North Wales and we also begin and end our delivery run here. Your furniture does NOT go to a delivery holding depot near to you.
This does not affect your legal rights, including your right to claim a refund (see above), replacement, repair and/or compensation where the goods are faulty or misdescribed.
After 7 days we are unable to accept the return application of any item unless it is faulty. Refunds will be issued within 30 days once the item has arrived back here at our workshop.