a Refund and Returns
b All items are subject to our standard terms and conditions and our 14 day money back guarantee as detailed below however Oakley Wood Timber under their own discretion will take back any products excluding furniture outside of the 14 day window providing the items are unused and returned to us in there original packaging. We reserve the right to charge a 25% re-stocking fee. Please double check your door sizes as this is the most common problem when it comes to returns. Stock items can be returned without charge providing they are returned in the condition they where sold however if lots of items are returned i.e. more than 10m2 of flooring then we will charge a 25% re-stocking fee.
c You have 14 working days from delivery (the date on which you receive the items) in which to cancel your order. If you wish to do so, you need to email us within 14 working days from delivery to tell us that you intend to return the item. We will issue to you a number to quote when returning the items. Advice about your legal right to cancel your order is available from your local Citizens Advice Bureau or Trading Standards office.
However, this right of cancellation does not apply in the case of any made-to measure or custom-made products, products made to your specification or which may have been personalised. Should you wish to return the items within 14 days, please ensure that you return the items in their original packaging.
The items need to be returned in the same condition as received. If the carriers or you open the box to look at the product, please ensure that you do not damage the packaging, box or the product. Please ensure that you re-package the items. All original packaging must be returned with the item.
Please note – once an item is dispatched from our warehouse, return charges will apply if a customer cancels. So if you wish to cancel an order please let us know immediately to avoid unnecessary dispatches.
We have a helpful and friendly customer service team on hand to help you with any matters of this nature. Our lines are open from 9am – 5pm, Monday to Friday. If you prefer, please email us.
Our return charges are based on the weight and size of your order and location. Orders up to 50kg are up to £60. Orders up to 150kg are up to £70. For orders over 150kg please contact our customer service team. These charges vary depending on your location – for an exact price, please contact our customer services team.
d Returns and Refunds Enquiries: If you have received an item which is faulty or damaged, call us or email us within 24 hours of finding out about the damage. We will need to see a few pictures of the damage, taken with a digital camera and then emailed to us.
If we collect an item and it is in fact non-faulty, the customer will be charged for any charges incurred.
Please wait to receive authorisation from us before returning an item. Said authorisation will be valid for 14 days from the delivery date of the item in question.
e Refunds: In order for a refund to be made, a full inspection of the item/items needs to be made by our Returns department, in order to check for correct product return and completeness.
If we receive an item back as NEW and unused the full amount less the cost of return will be refunded to you.
On very rare occasions, you may find that doors or drawers are swollen due to extreme changes in climate.
Please do not refuse the item or return the item if this is so. Such swelling tends to reduce within 14 days. There will be rare occasions where the timber will not settle, in which case you will need to shave or sand a small amount from the side of the door or the bottom of the drawer front. A small amount of furniture wax will protect the furniture in the area where the adjustment has been made.
Less than 0.5% of our items of furniture are affected by the process of timber movement. However, customers must be aware that you are purchasing natural wood furniture when you buy from Oakley Wood Timber and hence there is a small chance that timber movement may occur during shipping. Therefore, stiff doors or stiff drawers are not deemed as defective or faulty. You are purchasing our goods on the understanding that any simple adjustments deemed necessary by the unlikely event of timber movement will be undertaken by the customer and will be paid for by the customer. If you would prefer to return the item we are able to offer a return as per our returns policy of 14 days money back.
In order to prevent any disputes from occurring please ensure that you go over these points with your local specialist.
If for any reason you are not able to facilitate collection of goods on the confirmed date which has been arranged, please inform the carriers at least one full working day ahead of the scheduled collection time. This is so that an alternative date can be arranged. Should the carriers be unable to access the items scheduled for return on the date agreed, return charges will be applied to the customer.
f After the 14 day return period has expired, we are unable to accept any items purchased which have been returned unless they are faulty.
g If you have ordered a product to be made or altered for you, the likelihood is that you will not be able to be refunded for this item should you wish to return it. The exceptions to this are if the product is defective or if it has been damaged during delivery. This is subject to all or any of your statutory rights.
h In the unlikely event that we deliver damaged or incorrect goods to you, or if you find a defect in the goods for which you need to be compensated, please inform us within 14 days of the date that you receive the goods. Please either call or email us. Please ensure to keep the items in saleable condition and keep the packaging in the same condition that it was provided in. If we find it impractical to offer to you a replacement, a redelivery, or a re-selection of any faulty or damaged items, Oakley Wood Timber reserves the right to offer to the customer an allowance. This allowance is against a repair or refund. If you return a non-faulty item, we will charge you for the return. Please see return charges for information.
i Should the customer or a third party attempt to carry out repairs on the goods, we will not be liable for the resulting loss or damage.
k If an alternative carrier service is used (outside of Oakley Wood Timber` normal service) and paid for by the customer, the refund will not include the delivery charge.
j If you decide to cancel the order after it has been dispatched, but we have been unable to deliver the item due to events beyond our control (including floods, Acts of God, or weather conditions), the customer will remain liable for the return delivery charge.