Return & Refunds

We’re sure you will be delighted with the products you receive but if not, please see our returns and refunds information below.

Bespoke, Sustainable Collection, Reclaimed & All Other Wooden Furniture Items

What if I don't like a product and want to return it or I've changed my mind when it arrives?

We’re sure you will love your new furniture! If you have any concerns with your furniture, please contact us within 14 days of delivery and our friendly team will help you resolve these in the first instance. 

Please do expect lots of character, features, imperfections and some colour variations with bespoke, sustainable and reclaimed furniture - it’s part of the charm and character making every piece of furniture unique to you and one of a kind and is to be fully expected. For all information about this furniture, please see  here.

We always strive for everyone to be happy with their new furniture but if for some reason you’re not, we will always do our best to help resolve any concerns in the first instance. However, if for some reason we’re unable to or you’ve changed your mind, we can arrange for a collection and refund at a cost of £99. This is to cover the collection cost and a refinishing/restocking cost. Timescales for collections vary depending on delivery routes.

Any items delivered packaged, must be in their original undamaged packaging which if opened must be resealed in exactly the same way as delivered. All items must be undamaged, unused and in perfect, as new condition. Any items that have been assembled cannot be returned. We will require photos and/or videos to be sent to us showing the condition of the items, in order to process the return.

Returns/refunds do not apply to custom, bespoke, products made to custom specifications or dimensions. These items cannot be returned.

What should I do if a product is damaged when it arrives, or you are sent the wrong item or its faulty? 

If you have any concerns with your furniture, please contact us within 14 days of delivery.

Any pieces of furniture suffering manufacturing defects or errors, or if the incorrect items have been delivered, they will be repaired via a site visit or replaced at our discretion, free of charge as soon as possible within approximately 6-8 weeks. We always endeavour to reach you as soon as possible where there are instances of accepted defective items, manufacturing errors or delivery errors.

We will require photos and/or videos to be sent to us showing the condition of the furniture and any concerns being reported, in order to help assess and resolve these.

Other Products

What if I don't like a product or I’ve changed my mind when it arrives or I would like to exchange something?

If, when a product arrives and you don’t like it, you’ve just changed your mind or you would like to exchange something, you may request to return it for a refund or exchange within 14 days of delivery. Returns charges may apply - please see the refunds section below for more information. Following this request, the item must be returned within 14 days. Custom made orders are excluded from this unless defective.

All items must be in their original undamaged packaging which if opened must be resealed in exactly the same way as delivered. All items must be undamaged, unused and in perfect, as new condition. Any items that have been assembled cannot be returned. We will require photos and/or videos to be sent to us showing the condition of the items, in order to process the return.

All returns must be sent using a recognised carrier using a fully insured (to the value of the item being returned) and trackable service.  We can either help to arrange the return or you can arrange a suitable carrier of your choice that meets these requirements – for smaller items, Royal Mail/Parcelforce is often a good option.

Please contact us for returns information. Returns locations and returns charges will vary depending on the product and delivery location.

Exchanges will only be processed once the returned item has been received.

What should I do if a product is damaged when it arrives, or you are sent the wrong item or its faulty?

We do our best to ensure your order is dispatched correctly and that our products are wrapped sufficiently to survive their journey to you, but we do have to rely on third party delivery partners to deliver your goods and issues unfortunately can happen from time to time.

Please ensure you thoroughly check your items for any damage at the point of delivery and let the courier know if you are not happy with the quality, as you will be asked to sign that the delivery has arrived with you in perfect condition.

In the unfortunate event that you receive the wrong item or it arrives damaged, please note this on the delivery partner’s documents, and let both us and the delivery partner know. Please contact us within 48 hours of delivery and please include photos and/or a video of the wrong or damaged item and we’ll be in touch to resolve this for you as a priority.

If an item is faulty, please notify us within 14 days of delivery providing photos and/or a video of the issues and we’ll resolve this for you as a priority.

Please do not return damaged or faulty items without contacting us first, as the returns and exchange process will vary by product and we will be unable to refund any postage costs.

Is A Guarantee Available?

For added peace of mind, we offer a guarantee on all of our products:

• Our Bespoke Collection furniture has a 2 year guarantee from delivery for manufacturing defects.
• Non bespoke products come with a minimum manufacturer 1 year guarantee from delivery for manufacturing defects.

If you experience any issues with your order within this timeframe, please contact us for assistance and we'll happily help.

Exclusions apply including willful damage, improper use or assembly, and normal wear and tear. Products deemed defective will be repaired or replaced only, free of charge, at our discretion.

Please see our  Terms & Conditions for full details.

We will require photos and/or videos to be sent to us showing the condition of the furniture and any concerns being reported, in order to help assess and resolve these.

How Do I Cancel Or Amend An Order?

Once an order has been placed, if it has been dispatched or manufacture has commenced, we will be unable to cancel or amend your order and returns charges will apply. Please contact us as soon as possible if you wish to cancel or amend your order and we will advise of an order’s delivery status.

Orders that have been dispatched can be requested to be returned within 14 days for a refund or exchange, once delivered. Returns charges will apply. This does not apply to custom, bespoke, products made to custom specifications or dimensions which cannot be returned.

Refunds

When a return and refund has been accepted, this will be processed within 14 days of receipt of the return. Refunds will be made to the original payment method for security reasons.

For unwanted items, the amount refunded will be the original purchase price and basic delivery cost, less any return costs if we have arranged the return on your behalf.

All returns will remain the responsibility of the customer until received by Hemming & Wills or its suppliers. Returns will be inspected upon receipt and should there be any damage or signs of use that result in the item not being returned in a perfectly saleable condition and not in original packaging, we may offer no or only a partial refund to reflect the loss in value.

For incorrect, damaged or faulty items, following a satisfactory inspection, we will refund the original purchase price plus delivery costs and, where required, arrange collection at no cost. If a replacement is required in place of a refund, we will arrange this together with any collection, at no cost.