Returns Policy

Familiarise yourself with our Returns Policy

01 Cancellation, Returns and Refunds

Should you wish to cancel your order after it has been delivered, you can cancel your order by notifying us in writing within 7 days from the day the goods have been delivered. This applies to online ordered goods only and not goods that were ordered instore.
Bespoke and personalised items are unable to be cancelled – these include made to measure pieces, Cottage Pine painted or waxed in any colour except Honey and Rustic Plank painted or waxed in any colour except Gingerbread.

It is your responsibility to return Cancelled/non-faulty goods at your expense to Pine and Oak Furniture Ltd at the Midgham Branch. If you are unable to do so, then Pine and Oak Furniture Ltd may be able to collect the goods at an additional cost from the address the goods were delivered to.

You have a statutory duty to take care of the items and we would request that you keep hold of any packaging in case of a return. The goods must be returned in the same condition as you received them but if the original packaging is not available, we request that you return the goods in a suitable manner to ensure there is no damage in transit.

If you fail to take care of the goods before the goods are returned to us and this results to damage or deterioration of the product, we will decline the return or deduct a proportion off the price in which we feel relevant for the damage.

The above terms are only are only available for goods purchased online via Pine and Oak Furniture’s website and not for goods purchased in store!

02 Returns and Refunds

For damaged or faulty goods that you wish to return please call Pine & Oak Furniture on 01189 712666 or contact us by email at within twenty-four hours to report this matter. To help Pine & Oak Furniture understand the damage/fault you are reporting we would appreciate photos being sent to – we will then try to rectify the fault/issue and should we deem the product needs returning will arrange exchange as soon as possible.

When Pine & Oak Furniture issue a notice to collect from the address it was delivered to, please ensure you are available on the nominated date and that there is safe and clear access to the property – should any windows or doors need removing to allow access it is your responsibility to arrange this. If you, the customer, are not going to be available for collection you must notify us in advance of a nominated adult who will be present. If you are unavailable, for whatever reason, please inform us forty-eight hours before collection, because should Pine & Oak Furniture be unable to gain access to collect the goods on the confirmed date, through no fault of their own, return charges will apply.

02A Refunds

If you are returning the goods because you have cancelled them, we will issue your refund within 7 days of the date you gave us notice and, in such cases, we will refund the full price of the product less any applicable return fees.

The refund will only be authorised after our returns department carries out a full inspection of the returned goods and it is deemed the above conditions have been met. If it is deemed the product has incurred damage or loss caused by undue care of the product, a claim mill be made against you regarding the reduction in value of the item/s.

For faulty goods we will examine the items upon return to confirm the fault and then issue a refund within seven days of notification should no replacement product be required.

Refunds will be issued via the method of payment originally used to pay for the purchase.