DEFECTIVE GOODS AND RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Whilst we demand the best standards of build quality for our supplier's products, we accept no liability whatsoever for faults or defects occurring within commercial/contract/catering environments.
Some of Our Suppliers collections are made from solid wood timber and are individually hand-crafted, so expect minor variations in sizes, finish, fabric, texture, colour, knots, grain pattern, timber movement or specifications. These are an integral part of the natural occurrences of the timber along with the rustic and handmade nature of the offered products and should not be considered as defects.
If for any reason you do not appreciate the natural occurrences as part of the rustic nature of hand-crafted products, we regret our product portfolio might not be entirely suitable for you.
All product sizes made might vary by up to 5 cm, although the overall quality is not affected. In the unlikely event that the Goods do not conform to these Terms, please let us know immediately after shipping and follow the below Standard Operating Procedure (SOP):
1. Notify us no later than 48 hours from the receipt of the order
2. All returns must be submitted via email to [email protected]
3. Always quote the Product Code number/Name variant if applicable and your name/order number
4. Attach any relevant pictures and a brief explanation of the issue
5. We aim to process the request and revert within 5 business days.
Depending on the outcome, we may like to inspect or collect the Goods on a date agreed between us at the original shipping address and once we have checked that the Goods are faulty, we will:
1. Issue a credit note or
2. Issue a discount or
3. Provide you with a full or partial refund or
4. Replace the Goods.
These Terms will apply to any replacement Goods we supply to you. If we are not satisfied with the defect specified by you, we will not offer a refund.
Returns for bespoke Orders will not be accepted under any circumstances.
If you sign and accept a product/order and there is damage we will only offer spare parts on some brand products.
Some brands do not accept any returns based on customer change of mind. So If the product you purchase is from such brand we also do not accept any returns based on this.
Report any damages, shortages or defects to us in writing within 48 hours.
We will not accept any claims entered into thereafter.
A claim or dispute with regard to a particular Order will not entitle you to offset or adjust payment against another order, be it a current order or future orders.
Any refund will be paid into the same bank account used to make the purchase, within 14 days of the date of refund.
This applies to all Boutique Artisan Furniture brand products only.
As long as the item is in its original packaging and has not been damaged in any way, we will now accept the return of the goods up to two weeks after it was originally shipped out.
Of course, there will have to be a charge for this to cover the cost of shipping, the cost of collection, the assessment of the product when it arrives back and also a small administration fee.
These charges are as follows, per product:
Parcel Shipping = £25
One Man Shipping = £49
Two Man Shipping = £119
You can see the Shipping type for the product on its product page on our website.
The charge will be taken off the value of any credit we send to you.
This is in addition to our standard returns policy.
The returns policy, along with our full Terms & Conditions must be read, understood and followed to enable us to successfully process your returns claim.
1. We accept returns on account of any manufacturing defects. This includes free collection of the defective merchandise. T’s & C’s apply.
2. We accept returns on account of transit damages. This includes free collection of the merchandise. T’s & C’s apply.
3. You must email us with all return requests within 2 working days via email at [email protected]
4. For any other return reason the shipping costs are paid by the customer unless the supplier accepts to collect the items at no charge, the supplier for the product may charge for collection which is also covered by the customer.
STANDARD OPERATING PROCEDURE FOR RETURNED ITEMS
All returns must be in the original packaging and in the same condition as it was received
All returns must be submitted with complete information within 48 hours of your Shipping
All returns must be submitted to us at [email protected]
Returns submitted over the phone are not entertained and need to be emailed in
Incorrect and incomplete notified returns may not be processed
The courier company will only collect/deliver the approved goods based on your RMA form
The courier company will only collect the returned product from the registered shipping address (meaning, the original Shipping address) and under no circumstances will the product be collected from another address.
This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
If the product has been moved to another address, the return stands void.
Please refer to the ‘Handmade Goods’ policy section under Terms & Conditions to understand the natural occurrences on our handmade furniture to avoid getting your claim rejected.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
HANDMADE GOODS DISCLAIMER
100% of our Boutique Artisan Furniture products are hand-crafted individually. Further, most of our brand's products are hand-made from solid wood, hence the variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware of the nature of our brands offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.
We do not accept cancellations, refunds or replacements of bespoke products if the product is already under production or on its way.
We only accept a replacement or a refund in the rare event of the item arriving damaged. Followed by sufficient evidence of the damage we will then arrange a collection and a replacement/refund.
Please consider the lead time of the product when expected a bespoke product replacement
BACK ORDERS / PRE ORDERED ITEMS
Once executed, backorders are treated like normal ‘standard’ orders and therefore the same Standard Operating Procedure and return policy is applicable.
You may encounter variations from Boutique Artisan Furnitures batch to batch hence if you are looking to pair products under similar room settings; you can opt for a bespoke order or take an informed decision about the possible variations.
We regret to inform we will NOT treat any of the above variations as defects, as these are natural occurrences.
100 DAY MONEY BACK GUARANTEE
Our Swyft Home Brand offers 100 Day Money back guarantee as long as it's within the 100 days we can accept the return if it meets the following requirements: Must be undamaged and in the original condition, Must be in the original boxes (Minus any plastic or covers), Items without the original packaging will incur a £150 repackaging fee. Unfortunately, if the 100-day threshold passes we can’t offer you a refund or exchange.
We do not offer returns on Gift Cards
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] or https://thesofalovers.co.uk/pages/contact-us-form.
These terms are also applicable to any replacement goods we ship out to you. All refunds are processed within 14 business days and for the safety and security of your account; we only refund to the original bank account details which were used against the original order.