Cancelling before dispatch
If your order has not been dispatched, you can cancel it within the window shown in the summary above and we will refund you in full. There is no charge for cancelling within that window. The quickest way is to open My Orders and cancel from there. If the option is no longer shown, the window has passed or the order has already gone for dispatch; please call us and we will do what we can.
Items made or cut to your size
Furniture made to order and timber cut to sizes you give us are made for you and cannot be sold to anyone else. Where a product works this way, the product page says so before you order, together with its own cancellation and return rules. Such items cannot be returned unless they arrive damaged, or are not made or cut to the sizes agreed.
If we cancel
If we have to cancel your order for any reason, we refund everything you paid, and we never charge you for it.
After dispatch
Once goods have left us we cannot cancel the order, because timber travels by road transport and is often loaded together with other consignments. You can still refuse the delivery, or ask to return an item within the return window shown above. If you have simply changed your mind, we deduct only the actual transport cost we paid to send the goods and bring them back, and we show you how that figure was reached.
If something arrives damaged, short or incorrect
Please check your goods when they are delivered. If anything is damaged, missing or not what you ordered, tell us within 48 hours of delivery with photographs of the item and, where relevant, of the packaging. We will collect it at our own cost and either replace it or refund you in full, whichever you prefer.
Please do not begin cutting, planing, finishing or installing an item you intend to return. Once timber has been worked it can no longer be returned.
Condition of returned goods
To be accepted, a returned item must be unused, unworked, and in the condition it arrived in. Where an item came in packaging, please return it in that packaging if you still have it.
How the money comes back
Approved refunds go back the way you paid. A payment made by card, UPI or net banking goes back to the same card or account through our payment gateway. Where you paid cash on delivery, we ask for your bank details and transfer the amount, because there is no card to return it to.
The summary above shows how long a refund usually takes once approved. How quickly it appears in your account also depends on your bank.
Delivery charges on a refund
Where a return is our fault, because an item was damaged, short or incorrect, we bear all transport costs and refund any delivery charge you paid. Where you have simply changed your mind, the transport cost is deducted as described above.
Payment charges on a refund
When we refund you, you get back the full amount you paid, less only a transport deduction where one applies above. Our bank and payment gateway charge us a fee on the original payment and do not return it when a refund is made, but that cost is ours to carry and is never taken out of your money.