Refund policy

Thank you for shopping with us! We understand that sometimes things don't go as planned, and we're here to help make dealing with any problems as easy as possible. Below, you'll find our policy on returns and refunds, covering various scenarios.

We're committed to ensuring your satisfaction with our products. If you have any questions or need further assistance regarding our return and refund policy, please don't hesitate to contact us.

Paint Shop Products

Your Right to Cancel

Time Frame: You have the legal right to cancel your order for any reason within 14 days of receiving your item(s).

Condition: Items must be returned unopened, in the same condition you received them, and in their original packaging, if applicable.

Return Costs: Please note that returning items under this policy will be at your expense.

Damaged in Transit

Reporting: If your item arrives damaged, please inform us within 24 hours of receipt.

Evidence: Sending us pictures of the damaged item, both in and out of the packaging, will help us assess the situation better.

Resolution: We will discuss with you the option of a full refund, partial refund, or a replacement.

Return Instructions: We will let you know if you need to return the damaged item.

Return Costs: If a return is necessary, we will refund you the cost of the return shipping.

Faulty Items

Reporting: Let us know as soon as possible if an item is faulty.

Resolution: We will discuss with you the option of a full refund, partial refund, or a replacement.

Return Instructions: We will advise whether the item needs to be returned.

Return Costs: We will refund the cost of any return shipping if the item is confirmed to be faulty.

Item Not Arrived

Incorrect addresses (including incomplete and previous addresses): Whilst I make every effort to spot obvious errors, I cannot be held responsible for missing parcels if you have not provided me with complete, correct address information. If you realise you have made a mistake with your order it is best to call me immediately — Caroline, 07812 186556; if you email me I can’t guarantee I will see the information in time.

Time Frame: Royal Mail does not consider a tracked item lost until it has not been delivered by the estimated due date plus 7 working days (excluding Saturdays, Sundays, and public bank holidays).

Tracking: These reference numbers can be entered into the Royal Mail tracking portal and will give you the status of your parcel. If you have any queries regarding your proof of postage or tracking reference number, please do feel free to contact me. However, please note that I am unable to send replacements or issue refunds if the timescale is still within the delivery window defined by Royal Mail.

Reporting: If your item hasn't arrived after that time, please contact us.

Resolution: We will agree on a refund or a replacement for the lost item.

Making a Return

Initial Contact: Please do not return any item without contacting us first for instructions.

Return Instructions: Follow any specific instructions we provide regarding packaging, labelling, etc.

Packaging: Ensure items are securely packaged for their return journey.

Proof of Postage: Obtain and keep safe the proof of posting of your return until we confirm it has arrived.

Insurance: We recommend that your return is insured for its full value, particularly if that value is over £50. We will not be able to provide any refund or replacement if a returned item does not arrive or is damaged in transit, but in that case you will be able to claim from Royal Mail.

Refunds

Inspection: Upon receiving a return, we will inspect the item within 24 hours and communicate with you regarding the refund amount.

Deductions: If you are returning goods because you changed your mind, we reserve the right to adjust the refund amount if the order net of returned items would no longer qualify for any discount or promotion that was applied to the original order.

Refund Process: All refunds will be processed within 14 days of being agreed.

Furniture

Your Right to Cancel

Time Frame: You have the legal right to cancel your order for any reason within 14 days of receiving your item(s).

Condition: You must return items complete and in the same condition you received them.

Return Costs: Please note that returning items under this policy will be at your expense.

At the Time of Delivery

Courier Delivery: Our furniture is delivered by a courier service, carefully chosen to handle your items with the care they deserve.

Immediate Inspection: If possible, please inspect your furniture for any damage or missing items in the presence of the courier upon delivery. Bringing any issues to the courier's attention right away can help us resolve any problems more efficiently.

Report Problems: Should you identify any damage or missing items at the time of delivery, please notify the courier and us immediately.

Evidence: Sending us pictures of the damaged item, both in and out of the packaging, will help us assess the situation better.

After Delivery

24-Hour Window: We understand that you might not always be able to inspect the furniture thoroughly at the moment of delivery. Therefore, we ask that you unwrap and check your furniture and report any problems to us within 24 hours.

Types of Problems: Possible issues may include, but are not limited to, damaged items or parts of the furniture missing.

Faulty Items

Reporting: Let us know as soon as possible if an item is faulty.

Resolution Process

Notification: Please inform us of any problems as soon as possible. Your satisfaction is our priority, and we aim to resolve any issues promptly.

Flexibility: We will work closely with you to determine the most satisfactory resolution, considering the nature of the problem and your specific circumstances.

Resolution Options: We will assess whether there is any opportunity for repair or replacement of the item. Depending on the situation, we may offer a full or partial refund.

Return Instructions: We will advise whether you need to return the item.

Return Costs: We will refund the cost of any return shipping if the item is confirmed to be damaged or faulty.

Making a Return

Initial Contact: Please do not return any item without contacting us first for instructions.

Return Instructions: Follow any specific instructions we provide regarding packaging, labelling, etc.

Packaging: Ensure you package items securely for their return journey.

Courier: Any courier used must be pre-approved by us. We will be happy to provide details of suitable couriers that we know to be experienced in the specific needs of furniture transportation.