This policy has been updated on 12.02.2025. For orders placed before that date the previous policy applies.
Essential Information
- You can cancel your order at any time before delivery without providing a reason.
- If the item is unsuitable, you have 14 days from the date of delivery to request a return and an additional 14 days to return it.
- Return shipping costs for non-faulty items are not covered.
- Smaller items (under 30kg) delivered by courier can be returned the same way.
- For larger furniture (over 30kg), we can arrange collection by a 2-man crew. Please see the collection fees below.
- Unpacking and assembly service fees are non-refundable if completed.
- Items being returned must be in the same condition as when received. We may reduce your refund if the items show signs of use or damage.
- Please check all items immediately upon delivery and contact us if there are any issues.
- If your item arrives damaged or defective, we offer solutions including a partial refund, replacement, repair, or free return and full refund.
- Refunds are processed within 7 business days after we receive/collect the returned items and are issued via the original payment method.
Cancelling Before Delivery
- You have the right to cancel any order before delivery without giving a reason. To cancel, please contact us with your order number via email, live chat, or post.
Returning Goods for Non-Fault Reasons
Requesting a Return
- You have 14 days from the date of delivery to request a return and another 14 days to return the item after your request is confirmed.
- To request a return, please contact us with your order number via email, live chat, or post, or use our dedicated return form.
- Returns requested after 14 days will not be accepted unless an extended return period was agreed upon prior to delivery.
Returning Items Under 30kg
- Items delivered via courier can be returned the same way.
- Return shipping costs are not covered, and we do not provide return shipping labels.
- Please pack the items securely, as you are responsible for their condition until they reach us. Using the original packaging is recommended to prevent transit damage.
Returning Items Over 30kg
- For larger furniture, we offer a convenient collection service at competitive rates for England, Scotland, and Wales. Postcodes IV, KW, PA, PH, and islands are excluded. Return shipping from these locations has to be arranged by the customer.
- Similar to delivery, you can schedule a collection date that works for you. If the item has been unpacked or assembled, it must be disassembled and repackaged prior to collection.
- We can handle disassembly and repackaging for an additional fee.
- Return charges will be deducted from your refund unless you prefer to pay separately.
Return Collection Fees:
- Items up to 90kg: £29
- Items over 90kg: £49
- Disassembly and repackaging: £49 per item
Damaged or Defective Items
Reporting Issues
- Transport damage or physical defects should be reported within 48 hours of delivery to ensure prompt resolution.
- We recommend inspecting items upon delivery and reporting any issues immediately. This does not affect your statutory rights to report faults at a later date.
- To assist with resolving claims, we may request photo evidence of the damage or defect. If providing photos is not possible, please contact us to discuss alternative arrangements.
- The best way to report an issue is via our dedicated claim form.
How We Resolve Claims
- If an item is damaged, defective, or incorrect, we offer options such as:
- Partial refund
- Replacement
- Repair
- Free return and full refund
- Each case is assessed individually, and our customer service team will work to resolve the issue to your satisfaction.
- If an incorrect item is delivered or the product is faulty, all return shipping costs will be covered by us.
Product Characteristics and Images Disclaimer
- Products may differ slightly from the images presented due to monitor/display settings and graphics card variations. The published images are for illustrative purposes only. Slight variations in size and weight may occur within the manufacturer’s tolerance range.
For Products Made of Wood:
- Wood is a natural, "living" material, and each piece is unique. Handmade wooden products may feature natural imperfections such as knots, cracks, gaps, uneven edges, colour variations, diverse grain patterns, and other irregularities.
- These features are intentional and highlight the natural beauty, authenticity, and originality of the wood. Such characteristics are not considered defects but rather part of the product’s charm and individuality.
- Please note that natural wood may experience slight movements or changes over time due to environmental factors such as humidity and temperature. While manufacturers carefully craft each product to ensure durability and quality, excessive cracking, instability, or structural defects are not expected and will be addressed in line with your statutory rights.
- The term "solid wood"/"made of wood" confirms that natural wood, whether joined or solid, has been used in production.
Key Legal Compliance
- This policy complies with the Consumer Rights Act 2015, which ensures customers receive goods that are as described, fit for purpose, and of satisfactory quality.
- It also adheres to the Consumer Contracts Regulations 2013, which provide a right to cancel within 14 days of delivery for online purchases.
Final Note
Return address:
Higher Jump Logistics
Brick Kiln Farm
Pury Road
Alderton Turn
Towcester
NN12 7SU
