Returns Guide
At Rathwood, 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.
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, all products returned must be unused and in their original packaging, including the box and plastic protection.
Once we have received the item back within the timescale advised it will be inspected to ensure that the item is not damaged. When we are happy that the product is in a re-sellable condition a full refund will be issued 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.
All products must be returned unassembled.
What if my order arrives damaged?
Answer : Whilst we do all that we can to make sure that our packaging is secure to prevent any damage occurring during transit to your location, some damage still may be present upon delivery. Should there be any damages with your purchase upon delivery please inform us within 48hours of your delivery so as that we can 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.
When a report of damage is made we will always request for either pictures or videos of this damaged to be sent to us so as that it can assessed . For the speediest resolution, please contact us below on the contact form. Please be sure to include any images and a detailed explanation of the issue so we can determine how best to resolve this. Alternatively please call us on 016 17 100596 to report any damage or email us on furniture@rathwood.com with images.
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 up to 10 working days to show as refunded against your original payment method for returned items.
For returns, we estimate that we can take up to 10 working days to inspect the returned items for any faults or damages. Once it is confirmed that the item is in its original packaging and re-sellable condition, your refund will be processed. Whilst we will then action the refund straight away, this can take up to 10 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 : You can cancel your order at any time provided your packaging has not been sent to an external courier.
If you wish to cancel your order please call us us on 01617 100596 to organise cancelling your order or alternatively email us on furniture@rathwood.com with your order number eg(SO*****) stating your request to cancel your order.
However should your packaging be already sent to an external courier we will try and work with our couriers to recall your order to us and then action a refund.
However, should your order already be out for delivery you will need to refuse the delivery from the courier for return to us. Please not this 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 however it may occur during transport
Upon the delivery of your goods, you must inspect them for any damage. If you are happy with the delivery condition of your order you will be requested to sign for this to advise they have been received in a satisfactory condition. Where you believe these goods are damaged in any way then you should refuse the delivery for return with the driver and contact us as soon as possible to make us aware of this refusal.
If you accept this delivery based on the good condition of the packaging upon delivery but later notice any damage with the product itself you must report this to us within 48hours. Any damage reported after this timeframe will not be covered unless it is covered within the guarantee provided with the product.
If the goods are returned to us following a refused delivery and upon inspection both the packaging and the product are not deemed to be damaged then only the product cost will be refunded minus the delivery charge as this is a service in which you received.
Faulty Goods
If you take delivery of a product that comes to you complete but upon assembly or use of the product you notice a manufacturing fault, please advise us of this within 48hours of receipt of the goods. You can do this via email to furniture@rathwood.com, including any photographs or videos of the fault in question for examination by our team. Please note we may liaise with manufacturers where applicable to determine a fault.
What are my rights ?
Please note your statutory rights are not affected by our Terms and Conditions. These terms and conditions have been made in accordance with consumer rights as provided for and set out under the laws of the United Kingdom.
For more information see here .
