Returns and Refund Policy

The following Cancellations and Returns information apply to Online and Telephone Orders only.

Cancellations

We are a restored furniture shop and while we do our upmost to ensure all our furniture is restored to the best possible standard, should you find a problem you were not made aware of before purchase, please call us on 01768 899034 during store opening hours.

If you cancel your items after they have been collected from us by courier, you will cover the cost of the courier charge and this will be taken off the refund amount.

To cancel your order, you can do so in writing, either by emailing us at info@therestoredfurnitureplace.co.uk or by calling 01768 899034 during store opening hours. We will respond to your request within 48 hours to confirm the cancellation. Once you have notified us of your cancellation if delivered, the goods must be returned in the condition they were in upon delivery but being in any wrappings we used does not matter. You can arrange this yourself or we can arrange collection of the goods on your behalf at cost. Once the goods have been inspected a refund will be processed within 2 working days.

Customers are unable to return furniture that has been damaged or used whilst in their care.

Collections will be arranged within 14 days of notification. If you are arranging to return items yourself, they must be received at our Penrith store within 14 days of initiating the return.

This cancellation policy does not affect your statutory rights.

Returns

Our furniture may simply not work for you once you have it in your home therefore should wish to return an item to us you are entitled to a 14-day money back guarantee if purchased online or over the phone which commences the day of your delivery.

The only liability you have is the return carriage cost which is £80. This is higher than any initial delivery charges because our outward shipping rates are discounted and subsidised by us.

You are also welcome to bring or send your item back using your own method and in this case your refund will be processed once the furniture has been received and checked over by our team.

From the date of delivery, you have 48 hours in which to report any missing items or damaged items. We require pictures of any damaged items to be sent to info@therestoredfurnitureplace.co.uk to initiate the process. Once the item(s) have been returned, they will be inspected. You will receive your refund within 14 days of item(s) being returned to us. Please do not attempt to fix any problems yourself without speaking to our team first.

Goods leaving us using a courier are photographed in their condition by us before and after we protectively wrap them to assist us in any damage/fault disputes.

We do prefer the opportunity to rectify any damage/fault and return the item to you, this will be free of charge.

Faulty Goods

If you are wanting to return due to a potential fault, these are some common misconceptions on furniture faults that may have occurred:

Oak and all timber are natural products and therefore has inherent characteristics which will be present. Swollen doors/drawers or even joints are rare but do occur in solid wood furniture especially during winter periods.

When an item is delivered should it have this problem, please contact us with photos of the issue to info@therestoredfurnitureplace.co.uk. In most cases we will give you a call back and advise you to keep the item in your warm home for up to 3 weeks. If the issue has not resolved itself over this period of time, we will attempt to fix the issue, replace the item with another piece if you wish or return the item free of charge.

Certain issues are not actually defective or faulty, for example:

• Wood is a natural product and therefore colour, grain and shade will alter from piece to piece. Multiple tones in a single item are also normal on some furniture due to different pieces of wood being used!
• Spacing between doors and drawers may be different but is always within our quality control tolerances.
• Wood has knots and these are a natural marking in the wood.
• We do not restore the insides of items such as the inside of drawers or cupboards unless it is glazed. This is because it is simply unnecessary to do as it is not seen to affect the look or function of the item.
• Wood worm and marks on some pieces are not real and deliberately put there by the manufacturer; it is called “distressing”.
• Some tables have floating panels which leave room for it to swell and shrink due to moisture in the air. This is what the gaps are on some table tops!

Contact Details

Please contact us for returns or if you have any questions or concerns. Our contact details are as follows:

Telephone: 01768 899034
Email: info@therestoredfurnitureplace.co.uk
Postal Address:
The Restored Furniture Place,
Southend Road, Penrith, CA11 8JH

You can also contact us through the contact form available on our website.