6. Returns, Refunds and Your Right to Cancel

6.1 You have the statutory right to return any products you have purchased within fourteen (14) working days after the delivery for any reason (including if you simply change your mind). To do so you must notify us in writing or other durable medium (including email) within those seven (14) working days. You will then be entitled to a refund from us, which will be paid within thirty (30) days of your notice of cancellation. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided and delivered to you. Although your initial delivery may have been free (subsidised within the purchase price) we reserve the right to ask the customer to pay all relevant costs of return of items. The general rule is that the cost of returning items after they have been despatched will be £50 per item (mainland UK only) for return to a maximum of £100 for multiple items. Non-mainland UK incur higher return fees. Any made to order items (see below for details of which range) do not carry the same return policy due. Please read below for extra details of returns of made to order items.

6.2 After this 14 day period has expired we will be unable to accept returns of any items purchased unless faulty.  For an item to be classified as faulty the product must be in less than perfect condition, dysfunctional or of unmerchantable quality at the time of delivery.  A fault may also be classified as a defect which manifests itself within a reasonable period of time after delivery which can be attributed unanimously to a manufacturing defect or poor quality workmanship and not due to maltreatment by the customer.

6.3 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

6.4 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 7 days of the date you receive them, or as soon as possible thereafter by emailing us. Any defects or damages must be reported to us within 7 days and we must be emailed images/photos of the damage/fault within the 7 working days and before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. We reserve the right to refuse return of items should the original packaging not be available to allow the safe return via our carriers. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer.

6.5 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

6.6 The following ranges are made to order and therefore we do not offer a full refund: Mottisfont, New Court, Aquarius Collection, The One Range & Jack & Jemima. In the case where a customer would like to cancel an order that includes the Mottisfont, New Court, Aquarius Collection, The One Range & Jack & Jemima we will refund the customer 60% of the order amount. The remaining 40% will not be refunded and will be passed on to the manufacturer as a re-stocking fee for the products.

6.7 Oak Furniture House will not be liable for any damage or loss caused by the 3rd party carriers within your property.