It is very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you are not happy with the goods when you inspect them, please tell our delivery team or phone us straight away on 01691 239082.
If you have noticed something is wrong after delivery, please contact us within 48 hours on 01691 239082 or email theoakfurnitureshop@outlook.com. We will then advise you on the next steps, which may include requesting photographic evidence from you of the damage/fault. This will help us to organise a resolve, return or replacement with the manufacturer.
Please DO NOT attempt to fix a faulty item yourself as this may affect your entitlement to a refund, compensation or reimbursement.
Returning divan beds and mattresses:- Mattresses and divan bases and headboards can only be returned if they are unopened. If, however, the mattress/base and headboard is out of its packing or used, for hygiene reasons we can’t accept a return.
If an item is agreed to be faulty or defective, we will replace it. All our mattresses are guaranteed by the manufacturers for a period of 12 months unless otherwise state. Please remember that a mattress protector will extend the life of your mattress and is advisable for hygiene purposes. does not affect your statutory rights.
Made to Order Items:- Please note that for cancelling a ‘Made to Order’ item which includes Divan Bases, Divan Bed Sets, Headboards and Mattresses, there will be an additional 50% fee of the item value. This cost will be deducted from your total refund amount.
Clearance/Ex-Display Items:- the price of these items reflects the fact that they have been reduced to clear, or may have sustained fair wear and tear from being ex-display models. Therefore, they cannot be returned or refunded unless they are found to be faulty.
Collection Fees: Please note that you are responsible for covering the cost of returning an unwanted item to us. If you would like our delivery team to collect your goods, there will be a delivery charge of £35
Access and size of goods:-.Although we understand the difficulties in checking door sizes and stairways for delivery, it is always your final responsibility to ensure that the goods will fit into your home.
If our delivery team are not able to fulfil the delivery of your goods due to access restraints, it may result in a fee of up to 50% for each item to cover the costs of transportation, manufacturing and administration. None of these policies affect your statutory rights.
