Refund Policy – Applies to online purchases only
1. should you have purchased your item online, Under the distance sellers act you have the statutory right to return any products you have purchased within fourteen (14) working days after delivery for any reason. Products must be kept in the same condition as when purchased and in the same packaging in which they were delivered. Our delivery drivers unpack and dispose of the packaging when an order is delivered, if you need to return an unwanted item you will need this packaging so unless you are 100% happy with your decision please ask the delivery team to leave the packing as you will need it to return the item. (the delivery team will pre-check and re-pack the item in your home) a fee will be charged for this service and an extra charge if you no longer have the original packaging)
2. Cumbria Oak will not be liable for any damage or loss caused by the 3rd party carriers within your property
3. Cancellation – If you have placed an order through our website you have the right to cancel your contract with us at any time up to fourteen working days after the day of delivery. If you wish to cancel your order you can do so in writing, either by emailing us at email@example.com or by writing us a letter. We will respond to your request within 48 hours to confirm the cancellation. (telephone calls will not be accepted as notification of a cancellation)
Any items using click and collect may returned for free to our Plumpton store. Once you have notified us of your cancellation the goods must be returned in their original packaging and as they were collected. Once the goods have been inspected a refund will be processed within 48 hours.
Colour: We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item’s finish, please call into one of our stores.
Faulty Goods: – While we do our utmost to ensure your goods arrive in perfect condition should you find a problem please call us on 01768 894528 and one of our Customer Services Team will happily take you through the returns process. From the date of delivery you have 48 hours in which to report any missing items or damaged items. We require photographs of any damaged items to be sent to firstname.lastname@example.org
Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately, we are unable to accept goods back if any changes have been made, as the manufacturer’s warranty will be invalid if any attempt to fix a problem yourself is made
As standard we remove packaging and recycle it. We ask you to thoroughly check the condition of your furniture before allowing the delivery team to leave. In the unlikely event of there being a problem, the driver will repack and remove the item. If goods are found to be damaged upon later inspection they must be reported within 48 hours and there may be a collection fee.
Cancellation before your delivery
If you cancel your item less than 48 hours before delivery a charge of £40 will be made. If an item has left our warehouse a charge of £40 will be made plus a £25 per item re-stocking fee will be charged. This may be because we unable to get access to your location or room of choice, you cancel your items once the items have been dispatched, you are unable to take delivery of your furniture.
Within 7 days after receiving your order
Our furniture may simply not work for you once you have it in your home therefore should wish to return an item to us, we are pleased to offer a 14-day money back guarantee if purchased online which commences the day after your delivery.
The only liability you have is the return carriage cost. Which is £35 per item for all items 0 to 0.3 cubic meters, £50 for each item over 0.3 cubic meters with the exception of wardrobes, beds and tables; All wardrobes and beds and tables are constructed in your home, therefore a return fee of £150 applies to each of the items returned, this applies due to us having to dismantle and re-package any wardrobes or beds. A £150 charge also applies if we are unable to get the components of the wardrobe up the stairs, through doors etc.
You will be given the chance to inspect your items at the point of delivery once the delivery team have unpacked your furniture. You will need to provide us with pictures of the damage / fault. Once the items have been returned they will be inspected. You will receive your refund within 30 days of collection / return.
We do prefer to replace your item if it arrives damaged and will endeavour to replace the damaged / faulty item within 14 days. (this will be done free of charge)
Evaluation of faulty goods
Oak and all timber is a natural product and therefore has inherent characteristics which will be present. Swollen doors are rare but do occur, when an item is delivered should it have this problem the team will ask you to keep the item for 7 days. If the issue has not resolved itself over this period of time we will replace the item free of charge.
Certain issues will not be deemed as defective or faulty, for example: we make every effort to match colour, wood is a natural product and therefore colour, grain and shade will alter from piece to piece.
All sizes are approximate
Spacing between doors and drawers may be different but within our quality control tolerances.
Wood has knots and we will be unable to replace an item simply because it has a natural marking in the wood
Filler may be used and is a natural part of construction within the furniture industry.
Due to hygiene reasons, customers are unable to return mattresses that have been used or removed from their original packaging. Faulty mattresses will be referred to the manufacturer.
Customers are unable to return furniture that has been damaged or used whilst in their care.
A £65 transport charge will be applied where a collection is attempted but cannot be completed. Collections are from 9am until 5pm and specific times cannot be given.
Collections will be arranged within 14 days of notification. If you are arranging to return items yourself, they must be received at our distribution centre within 14 days of delivery.
This cancellation policy does not affect your statutory rights.