We hope you will be delighted with the products you receive but if not, please see our returns and refunds information below.
What if I don't like a non-reclaimed product or I’ve changed my mind when it arrives or I would like to exchange something?
If, when a non-reclaimed furniture 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, undamaged and unused.
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 at firstname.lastname@example.org. 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 non-reclaimed 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 at email@example.com 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 30 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.
What if I don't like a reclaimed product or I’ve changed my mind when it arrives?
Part of the charm of reclaimed furniture is that each piece is hand-made and unique with its own characteristics, imperfections and features from its former life - reclaimed timber is a natural product and can be hundreds of years old! These are not mass-produced, like-for-like products. The features can include knots, holes (of all shapes and sizes), indentations, groves, bumps, notches, different grains and the surface of the pieces of furniture may not be completely flat, may have some undulation and may not be completely smooth (we always endeavour to get as uniform as possible).
Each batch of reclaimed wood will also vary lighter and darker and colouring/finishes of each piece of furniture will vary accordingly - if you order a set we try to get as uniform as possible but there may still be some variance between pieces and between planks used to create a piece of furniture. The photos displayed on our website are a guide and we can’t guarantee any like for like matches to any specific photo but endeavour to complete furniture within the range of photos displayed for a particular colour option.
As a natural, living material, the timber will also age, change and develop over time. Changes such as surface splits/spreading and new features may start to appear with the natural adjustment of the wood when it adjusts to a new environment, this is quite normal and nothing to worry about.
For more information about reclaimed furniture, photos of features and characteristics and colour options, please see here.
We are unable to replace/exchange any reclaimed furniture items that have any of the features, characteristics, imperfections or colour variations described above or that have changed/adjusted within a normal range over time, as can be expected with reclaimed furniture. If you aren’t satisfied with your furniture for any of these reasons, please contact us within 14 days of delivery and we can arrange a collection and refund within approximately 4 weeks and you can use the furniture as your own whilst this is arranged. There will be a collection charge of £59.
What should I do if a reclaimed product is damaged when it arrives, or you are sent the wrong item or its faulty?
Any pieces of furniture suffering manufacturing defects or errors, or if the incorrect items have been delivered, will be replaced or rectified via a site visit, 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.
How do I cancel or amend an order?
Once an order has been placed, if it has been dispatched we will be unable to cancel or amend your order. 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.
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.
Please see our Terms & Conditions for full details.
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