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Returns and Cancellation Policy
Whether your circumstances have changed or you have encountered an issue with an item you’ve received, please don’t worry. We’re here to help.
We do our best to make sure your furniture is delivered safe and sound. We’re proud to say that our defect rate is extremely low. But if the worst happens and it arrives damaged, there’s nothing to worry about – we'll come and collect any faulty products. We know how frustrating it is when your order comes damaged and you can’t make full use of that cabinet or bookcase you were set on.
If you need to return anything, here’s how to do it.
Cancellations Pre-Delivery
Sometimes life doesn’t always go exactly the way you planned it. Circumstances change, perhaps you have had a change of heart. Whatever the reason, you can cancel your order at any time before delivery and receive a full refund, no questions asked.
All that we ask is that you let us know in writing as soon as possible. Once the cancellation has been confirmed, we will process a full refund to the original payment method. A clearing time required by banks dictates that you may not receive your refund immediately (this can take up to 7 working days) but rest assured, we’ll do our bit as quickly as we can.
Our 14-day returns promise (for unwanted items)
If you decide that your items really aren’t quite what you were looking for, you can let us know within 14 days of delivery. We request that you return the item(s) to us in their original packaging and in the condition you received it. We will arrange a collection within 5-10 working days as all returns are handled on our two-person delivery service. Once we’ve received the item, we’ll start processing your refund. This will be with you within 5-10 working days from the item being received.
There is a small charge for this service. A collection of items eligible for 2-Man Delivery will be charged at £30 per item. A collection of items eligible for 1-Man Delivery will be charged at £15 per item. This collection fee will be deducted from the refund you will receive once the item has been returned to us and has been inspected. No additional payment will be required.
You are also able to return items to us at your own cost if you so desire. The most appropriate address for postage will be advised by the customer services representative when your return is finalised. In this scenario it is your responsibility to ensure that the item arrives back with us in the condition in which it was received.
Please note, we reserve the right to refuse collection of unwanted items if the items haven’t been re-packaged.
If you’re returning your items because you don’t want them, and you paid for either the Room of your Choice or White Glove Delivery upgrade, only the price of item will be refunded. Unfortunately, delivery upgrades can’t be refunded if you change your mind.
Our 30-day returns promise (for damaged items)
If your item arrives damaged or with quality issues, we allow our customers a full 30 days to let us know. Please send an email to sales@chilternoakfurniture.co.uk, providing images of the damage and your order details, to help us get the ball rolling.
We’ll look to get a brand-new item sent out to you. All returns are handled on our two-person delivery service so a replacement should be with you within 5-10 working days. Any delivery upgrades you’ve opted for will be mirrored for your new delivery.
If you’d rather have your money back, you can ask for a refund on the items. If you purchased delivery upgrades and are returning your damaged item for a refund, the full order value, inclusive of delivery fees, will be refunded to you, no questions asked.
Failed collection fees
Each collection is valued at about £40. We know that sometimes things pop up, plans change and life gets in the way.
If you can’t make your arranged time, simply let us know by 3pm the day before your collection, so we can reschedule.
If you don’t let us know and the collection fails on the day, a fee of £40 will be payable for us to be able to schedule another collection.