Returns


OVERVIEW

We are confident that you will be delighted with the quality of your purchased items however, should you wish to return an item for whatever reason, we offer a fair and flexible returns and refunds policy which is set out below.

Please read the returns and refunds policy below and contact us it you have any questions.

All returns will be collected by our delivery company. Do not send returns to our registered office or business address.


RETURNS

We offer a 14 day no-quibble returns policy if, for any reason, you are unhappy with your purchase. You must notify us by email within 14 days of receipt and you must satisfy the following criteria in order to qualify for a refund.

  • Goods are in "as new", unused, unassembled (where applicable) condition in original packaging. We regret that under no circumstances can we accept returns that do not have their original packaging.
  • Goods are in resalable "as new" condition.
  • Goods must be re-packaged securely to prevent damage during the return. We will not be responsible for items damaged during return due to inadequate packaging.
  • Please ensure that the person who unpackages the item keeps the packaging intact in case it is needed for a return.
  • A receipt or proof of purchase will be required.

We accept returns for items damaged in transit, manufacturing defects and product quality issues under the following terms.

  • For items damaged in transit a full refund or free replacement is offered provided that we are informed within 5 days of the delivery.
  • Baumhaus items with manufacturing defects or product quality issues can be returned for refund within a period of 180 days, replaced free of charge for up to 365 days, or will qualify for 'on site' repair for up to 5 years, or alternatively if a customer wants to return a product 12% of the cost price is deducted for every complete year from the date of purchase to the date of the return request.
  • All other brands with manufacturing defects or product quality issues can be returned for refund, replacement or repair within the terms of the manufacturer's guarantee.
  • A receipt or proof of purchase will be required.

You may cancel your order for a refund as long as the following conditions apply.

  • You have not already received the goods at the time of the cancellation.
  • We have not yet processed the order for delivery.

Please contact us immediately if you wish to cancel your order and we will refund your credit card or original payment method for the goods in question including any delivery costs within 30 days of the cancellation being accepted by us.


DAMAGES

Please ensure that prior to signing to accept delivery, you check that the packaging is intact. We are unable to accept claims for damages where the item has been signed for as ‘packaging intact’.

All damaged items will be replaced free of charge as long as you notify us by email within 5 days of delivery. All damage claims must be supported by evidence in the form of digital photographs that you should attach to your claim email.


DEFECTIVE ITEMS

All items undergo a strict quality inspection prior to despatch therefore we are confident that no defective items will be sent to our customers. However in the unlikely event that an item is defective you must notify us by email within the following periods depending on the brand.

  • Baumhaus furniture: within 5 years from the original date of purchase
  • All other furniture: within 10 days of the date of delivery

All defective item claims must be supported by evidence in the form of digital photographs that you should attach to your claim email.

We will inspect the item to verify that the item is defective and, if it is, we will issue a full or partial refund, replacement or repair in line with the returns policy outlined above. If the item is not found to be defective a full explanation will be provided. Our Customer Services Manager will have the final say on whether an item is defective.

On account of the varying conditions that the item may have been subjected to following delivery under no circumstances will we fully refund items once 180 days have elapsed, nor replace items once 365 days have elapsed since delivery or the guarantee has expired.


REFUNDS (IF APPLICABLE)

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item and to notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days of us receiving the returned item(s).

Where an item has been returned under our 14 day returns policy a refund will be issued for the full purchase amount minus any delivery charges.

We reserve the right to determine whether a damaged or defective item is replaced, refunded or repaired. Where the refund option is selected it may be a full or partial refund depending upon how much time has elapsed since the original delivery date.


 

 

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