Refund policy
To Change Your Order
If your order has not been confirmed by the receipt page, you can change or cancel your order.
If your order has been confirmed but you have not yet received your items, you can change or cancel your order by email or by telephoning us.
If we have fulfilled your order, you can cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any bespoke, made-to-order items or clearence items).
To cancel your order, you must notify us in writing with your name, address, telephone number, email address and details of your order.
To meet the cancellation deadline, you must send your communication advising that you wish to exercise the right to cancel before the cancellation period of 14 days from delivery date has expired. Please note that if we receive the cancellation notice after the cancellation period, you may have to provide proof of dispatch for return items posted back to us.
You cannot cancel your order if the goods are bespoke, made-to-order, personalised in any way or are sold at a clearance price.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with teak oil or a teak care product, the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.
Effects of Cancellation
If you cancel your order, we will reimburse all payments received from you, including the costs of delivery, except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us.
You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging and in a resalable condition. You should only open the packaging for one cushion (bought as part of a set) to check the colour, fabric, etc. and not all the cushions in the set. There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than 14 calendar days after the day we receive back from you any goods supplied or 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. Please note any goods sold at clearance price cannot be returned or refunded.
Costs of Return
You will have to bear the cost of returning the goods. You should return smaller items with a value up to approximately £100 via Royal Mail or courier and this will cost about £10 - £20. Please make sure you insure the goods and retain proof of dispatch which might be required by us in order to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
Item values
Cost, Incl. VAT
Up to £199.99 | £30.00
Between £200.00 - £399.99 | £50.00
Over £400.00 | £65.00
There will be a surcharge for collection from Scotland of £20 - £100 depending on the location of the delivery address. In the event that delivery was to an agent/freight forwarder, collection will only be from the point of delivery not the onward customer address.
For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer.
We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund and possibly incur more charges.
Cancellation By Us
We reserve the right not to process your order if:
i. We have insufficient stock to deliver the goods you have ordered
ii. We do not deliver to your area
iii. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers
If we do not process your order for the above reasons, we will notify you by email and will credit your account any sum deducted by us from your credit/debit card within 14 days.