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Return policy

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Return Policy

We are always happy to process returns providing the request is genuine and for the right reason. As online sellers, we have to accept returns in line with Consumer Protection (Distance Selling) Regulations.

For details on our refund deadlines and policies, please refer to the information below. Please note that our policies differ between products and that payment options may vary from one Service to another. Please also note that we treat violations of our Terms and Conditions very seriously, and we have no obligation to offer refunds to users who violate these terms, even if their requests are made within the designated refund period. You must meet the following criteria for a Refund.

To take advantage of this you must let us know within 14 days after you take delivery. If you cancel your order at least 36 hours prior to the goods being delivered, we will refund the full amount paid.

Made to measure or Cut to Size items:

If, for any reason, you are not satisfied with the board of item bought from US then we offer Return Policy

To return full boards there will be a 15% handling fee and £35 collection charge per board.

We are unable to refund cut to size orders or made to measure unless they have been cut or made to the wrong size.

Products ordered as cut-to-size or with bespoke dimensions are not eligible for a full refund if cancelled after being cut.

If payment was taken for shipping such items, it will be refunded. However, the remaining order amount will not be available for refund.

    Defective, damaged, or incorrect items:

    • If your products are faulty when they are delivered, you may return the defective products to us. If you return the products to us, we will (at our option) repair or replace the products or provide you with a refund of the purchase price and the price of delivery.
    • If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Refund Procedures.
    • To return faulty products, you must contact us within 24 hours of receipt of products, and it takes 15 days to return or exchange the products.
    • To inform us that you wish to return the products. We will then provide you with details of where to return the products and complete the returns process.
    • We cannot accept items back that have been opened or used unless you received the item in a damaged or defective condition.
    • Damaged or defective items returned without their original packaging will not receive a refund.

    Other returns:

    • For all returns other than damaged, defective or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item(s).
    • If we provide a refund, Subject to the product being unused and unworn with all the original tags intact as at the time of receiving the product. The refund for any items will be at our sole discretion and will be subject to the approval of our inspection team.
    • Once your return is received and inspected, we will email you that we have received your returned item.
      • We will also notify you of the approval or rejection of your refund.
      • If you are approved, we will notify you.
      • Shipping back the item is handled by the customer

    Refund Procedures

    • Your refund will be in the form of payment used for the purchase.
    • Your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 10-15 days.

    Late or missing refunds (if applicable)

    • If you haven’t received a refund yet, first recheck your bank account. 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.
    • For products offering ‘ Free Delivery’: costs incurred by ourselves to deliver these products will be deducted from the refund amount. We will refund the price paid for the goods, less any carriage charges and any restocking charges within 30 days of receipt of the goods back at our warehouse in a re-saleable condition. 

    Before your parcel leaves our warehouse, it is thoroughly checked and controlled by our packing team. If you receive an item, which is damaged, please get in touch with us immediately. If your item is faulty (i.e., received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please get in touch with our Customer Care team. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a credit note if the item cannot be repaired or replaced.

    The extent of liability:

    We make every effort to ensure that goods advertised for sale on our Listing are described accurately. However, the descriptions of goods on the Listing do not form part of the contract between you and us. They are designed to represent a general idea of the Goods. You should ensure that the goods which you are purchasing from us are suitable for your intended purpose. We do not warrant that the goods you purchase from us are suitable for your intended purpose.

    We will not be liable to you for any loss or damage which you suffer as a result of any breach by us of this contract, including, but not limited to, consequential loss to you and loss or damage to the property of third parties. In any event, our liability to you arising directly from our negligence will not exceed the invoice value of the Goods. Nothing in this clause will limit our liability for death or personal injury resulting from our negligence. This clause does not affect your statutory rights.

    NN Furniture Manufacture