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.

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 that have been made by a delivery company and not in the manufacturing. If you will not allow this 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 name
  • Your address
  • Contact telephone numbers
  • Email address (if different from sending address)
  • Our order reference
  • Date of purchase
  • Attach the photos that you have taken
  • Full details of the fault
  • The refund will be less the original delivery charge plus the payment providers fees which will be deducted from the amount paid for your handmade furniture.
  • Please allow up to 14 days for the re-collection of your furniture to take place and up to 30 days for your refund to be processed.

• MISSED DELIVERY: 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 return of any item unless it is faulty. Refunds will be issued within 30 days of the return