Returns Guide
We offer a fixed structural guarantee for all of our products. The specific details of this guarantee will be clearly stated for each product on our website.
FAQ
How do I return something?
Answer : To begin the return process, simply send us an email at furniture@rathwood.com or give our Customer Service team a call on 016 17 100596 , and tell us the nature of your concern.
All returns are subject to approval once approved a collection form will be sent which you will need to print and attach to your products that are being returned. Please note collections cannot go ahead without this form.
Please note that we do not provide free returns for change of mind orders. We can arrange for the item(s) to be picked up by our courier directly from your address for a fee.
Can I return an unwanted item?
Answer : If you have received an item that you no longer require, you have 14 calendar days (from the point the item was delivered) to notify us that you wish to return it.
Please note that all products returned must be returned in their original packaging, including the box and plastic protection.
Once we have received the item back within the timescale advised, we will inspect it to ensure that the item is not damaged, and when we are happy that the product is re-sellable we will issue a full refund to the value of the product.
Can I return assembled items?
Answer : Unfortunately, we cannot process a return or exchange on any goods that have been assembled unless there is a structural fault that falls within the warranty period.
What if my order arrives damaged?
Answer : Whilst we do all that we can to make sure that our packaging is secure if there are any damages that your order arrives with we’ll look to resolve this right away.
We will always request for pictures of this damaged upon delivery and assess all orders on a case by case basis. For the speediest resolution, please contact us on the contact form below and be sure to include detailed images of the problem so we can understand how best to resolve the issue.
Any damage should be reported to us within 24 hours of your delivery.
Email furniture@rathwood.com with photographs of any fault.
Products will be inspected once they arrive to our warehouse.
Who pays for the cost of returning an item?
Answer : This usually depends on the reason for the return. If a product is faulty or damaged we will cover the costs of the return and the cost of delivering a replacement.
However, if the product is being returned due to a change of mind or you wish for an exchange, then we will not cover the cost of this return where. The item being returned must be returned in a re-sellable conditions.
However, if the product is being returned due to a change of mind or you wish for an exchange, then we will not cover the cost. The item being returned must be in re-sellable condition.
Alternatively we can arrange this collection with our external courier for a fee.
How long will my refund take?
Answer : If you’ve cancelled your order or returned your item to us, rest assured we will be working on processing your refund as quickly as possible. For cancellations, your refund will be processed immediately but can take between 5-7 working days to show as refunded against your original payment method.
For returns, we estimate that we can take up to 7 - 10 working days to inspect the returned items for any faults or damages. Once it is confirmed the item is in its original packaging and condition, your refund will be processed. Whilst we will then action the refund straight away, this can take a further 5-7 working days to show as refunded against your original payment method.
If you have any queries regarding your refund, do not hesitate to contact us. Please note that none of the above will affect your statutory rights.
I want to cancel my order. How do I do this?
Answer : Oh snap! As long as your order hasn’t been picked and packed in our warehouse, you can cancel your order.
If your order has been picked and packed or is marked as shipped, unfortunately, we are unable to cancel your order at this stage.
Depending on where your order is, we will try and work with our couriers to recall your order to us and then action a refund.
Alternatively, you will need to refuse delivery from the courier which may incur a charge.
If I Require A Replacement Of My Damaged Or Faulty Product, What Should I Do?
Answer : Damaged Goods
Our specially trained quality controllers check your furniture to make sure it’s up to our high standards before we despatch it, so damage is rare.
Upon delivery of your goods, you must inspect them for damage, then sign to advise they are in a satisfactory condition. If you believe these goods are damaged in any way then you should refuse the delivery and contact us as soon as possible.
If you chose to accept delivery and the product is damaged then based on our terms and conditions you will not be able to return the product and we will not be able to refund your order.
If the goods are returned to us following refused delivery and upon inspection they are not deemed to be damaged then the product cost will be refunded minus the return delivery charge.
Faulty Goods
If you take delivery of a product that comes to you complete but due to manufacturing is deemed faulty then you should advise us within 24 hours of receipt of the goods via email to furniture@rathwood.com with photographs of any fault. When the goods are received back and inspected we will liase with the manufacturer to arrange a refund or replacement.
What are my rights ?
Our Terms & Conditions will not affect your statutory rights under the Consumer Rights Act 2015. These Terms & Conditions are governed and considered in accordance with the laws of the United Kingdom.
For more information see here .
