We hope you are delighted with your purchase from Case Furniture. However, if you would like to return any items or your purchase is unsuitable (certain restrictions apply), we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 days runs form when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
In order to arrange a refund, return or exchange, you will need to contact us by emailing email@example.com or call +44 (0)20 8870 4488. You will receive a reply with a returns authorisation and instructions on how to proceed with the product return.
All goods returned must be in a perfect and saleable condition with original product packaging and instructions where appropriate. If the goods do not reach us in a perfect and saleable condition, and in their original packaging, then your right to a full refund may be affected. If returning by post, the parcel and its contents are your responsibility until they are received by us. The cost of returning the goods is at your expense. You can either return the order to us, or we can arrange the return for you and you will be charged at our couriers’ rate. Please contact us at firstname.lastname@example.org if you require an accurate return quote. This does not affect your statutory rights.
We recommend using a registered postal service and retaining the proof of postage as we may require signed proof of delivery. We are not responsible for returned goods being lost or damaged in transit.
Case Furniture reserve the right to refuse a refund or deduct up to 20% of the original selling price from the refund amount, if we find that the product has been returned to us in a condition that is unsuitable for resale. Made to order products or customised items, such as upholstered chairs and sofas are not eligible for refunds unless they are proven to be faulty.
We are unable to offer a refund or exchange on gift coupons.
In the unlikely event that your order arrives damaged, please email email@example.com or call +44 (0)20 8870 4488 immediately. We advise you to check your purchase as soon as it is delivered.
We will then arrange for a collection of the goods and organise a replacement to be sent out to you at the earliest opportunity.
We supply high-quality furniture grade wood. This may vary for grain, colour, knots and other markings. We do our best to select and match as appropriate but we cannot accept returns on the basis of natural variations. Any special requirements for colour, matching, etc. must be provided in writing.
Wood warpage, shrinkage, and dimensional changes
Wood is an active material, in that it is known to have dimensional changes depending upon moisture, temperature, humidity etc.
We purchase and supply furniture grade 1 wood which has been dried to correct moisture content but sometimes warpage, shrinkage etc, can still occur, especially when the furniture is shipped to drier climates from where it was made. We will accept returns if the timber was not appropriately dried but we cannot accept returns that stem from climactic differences. Should movement occur in the wood addressing issues of temperature and moisture usually resolves the issue.
The customer is responsible for ensuring that access to the address is suitable for delivery of the order. For example, doorways should be large enough to receive the goods, ample space to manoeuvre the items through the property is required and parking should be available outside, for successful delivery. If in doubt, we recommend a full site survey is conducted prior to placing your order. Case Furniture will not be liable to pay for any additional charges or damages caused to your goods or property due to access restrictions.
Where the property access is restricted (e.g second floor or higher, no lift or narrow stairwells) delivery could incur additional charges and the customer should notify us of all details when placing the order. Case Furniture will not accept cancellations on the grounds of access issues that were not declared at the time of placing your order.