Return & Exchange Policy
At our furniture store, we aim to ensure your satisfaction with every purchase of wardrobes, storage cabinets, and tatami mats. This Return & Exchange Policy outlines the eligibility criteria, procedures, and terms for returning or exchanging items, aligned with the UK’s Consumer Rights Act 2015 (which entitles you to a refund, exchange, or repair if goods are faulty, not as described, or unfit for purpose).
1. Eligibility for Returns & Exchanges
To qualify for a return or exchange, items must meet the following criteria, and requests must be initiated within 14 calendar days of delivery (extended to 21 days for custom-made furniture):
Eligible Items
Items are eligible if they fall into one of these categories:
- Faulty or Damaged Goods: Products with manufacturing defects (e.g., cracked wardrobe doors, broken storage cabinet hinges, uneven tatami mat surfaces) or damage incurred during shipping (e.g., dented panels, torn tatami wrapping) that was not caused by improper handling.
- Incorrectly Shipped Items: Receiving a product that does not match your order (e.g., a 150cm-wide wardrobe instead of the ordered 180cm model, a oak storage cabinet instead of a white one, or tatami mats of the wrong thickness).
- Custom Furniture with Size/Design Discrepancies: Custom-made items (e.g., made-to-measure wardrobes, custom-cut tatami mats) that do not match the confirmed design or dimensions (discrepancies exceeding ±3cm for furniture, ±1cm for tatami mats).
- Change of Mind (Non-Custom Items Only): Standard-size wardrobes, storage cabinets, or tatami mats that are unused, unassembled, and in their original, undamaged packaging (including all parts, hardware, assembly manuals, and labels).
Non-Eligible Items
The following items cannot be returned or exchanged:
- Assembled Furniture: Any wardrobe or storage cabinet that has been fully or partially assembled (disassembly risks structural damage, and we cannot resell assembled items).
- Used Tatami Mats: Tatami mats that have been unrolled, walked on, or exposed to moisture (visible signs of use include flattened straw, frayed edges, or stains).
- Custom Furniture Without Defects: Custom items (e.g., a wardrobe cut to your specified dimensions) that are free of manufacturing faults—changes of mind or incorrect size requests (due to customer-provided measurements) are not accepted.
- Final Sale Items: Products marked “Final Sale” on the website or in order confirmations (e.g., clearance wardrobes, display tatami mats, or discontinued storage cabinet models).
- Items Damaged by Improper Use: Furniture damaged due to customer error (e.g., overloading storage cabinet drawers beyond weight limits, placing tatami mats in damp areas causing mold, or improper installation).
2. How to Initiate a Return or Exchange
Follow these steps to request a return or exchange efficiently:
Step 1: Submit a Request
Email our customer support team at dazzle-stews-3w@icloud.com with the following information:
- Your full name, order number, and delivery address.
- Product details (e.g., “180×220cm White Sliding-Door Wardrobe,” “150×80cm Oak Storage Cabinet,” “200×180cm 5cm Tatami Mat”).
- Reason for return/exchange (e.g., “faulty wardrobe hinge,” “incorrect tatami thickness,” “change of mind”).
- Supporting evidence:
- For faulty/damaged items: Clear photos/videos of the defect (show the full product and close-up of the issue) and the original packaging (if damage occurred during shipping).
- For incorrect items: Photos comparing the received product to the order confirmation (e.g., size labels, color differences).
- For custom items: A copy of the confirmed design/dimension form (provided before production) and photos of the discrepancy.
We will acknowledge your request within 2 business days and provide a Return Authorization (RA) number if your request is approved. Do not return items without an RA number—unauthorized returns will be rejected.
Step 2: Prepare the Item for Return
Based on the product type, follow these preparation guidelines:
-
Non-Custom Wardrobes/Storage Cabinets:
- Keep items unassembled (if assembled, do not disassemble—we will not accept partially assembled units).
- Repack in the original double-walled cardboard box with all parts (screws, hinges, handles, assembly tools, manuals) included. Missing parts may result in a 10–20% restocking fee.
- Attach the RA number label (provided via email) to the outside of the box—cover old shipping labels.
-
Tatami Mats:
- Roll mats tightly (as originally packaged) and secure with the provided straps.
- Wrap in the original moisture-resistant plastic and cotton bag. Do not use tape directly on the tatami surface (it damages the rush grass).
-
Custom Furniture:
- Return in the original packaging (custom items are shipped in labeled, made-to-fit boxes). Include the custom design confirmation form to verify the discrepancy.
Step 3: Arrange Return Shipping
Return shipping methods vary by item size and reason for return:
-
Smaller Items (Storage Cabinets <100cm, Tatami Mats <150cm):
- Faulty/Incorrect Items: We will email a pre-paid return label (via Royal Mail or Yodel) for free shipping. Drop off the package at the nearest designated location within 7 days of receiving the RA number.
- Change of Mind: You are responsible for return shipping costs (£19.99 via courier). Include proof of shipping (tracking number) when returning to avoid lost-item disputes.
-
Larger Items (Wardrobes, Storage Cabinets ≥100cm, Tatami Mats ≥150cm):
- Faulty/Incorrect Items: We will arrange a specialized furniture courier (e.g., ArrowXL, Tuffnells) to pick up the item from your address—free of charge. Schedule the pickup within 7 days of RA approval (couriers offer 2-hour time slots for convenience).
- Change of Mind: A £39.99 pickup fee applies (covers the cost of heavy-item handling). We will coordinate the pickup, and the fee will be deducted from your refund.
Return Address: 2/2, 20 Strathyre Street, Glasgow, G41 3LW, United Kingdom.
Items must be received by our warehouse within 10 days of RA approval—delays may affect your refund/exchange eligibility.
3. Refund Process & Timelines
Refunds are processed once we receive, inspect, and verify the returned item. Here’s what to expect:
Inspection & Verification
Our team will inspect the returned item within 3 business days of receipt to confirm:
- The item matches the RA request (e.g., correct product, eligible reason).
- The item is in eligible condition (e.g., unassembled, original packaging, no damage from misuse).
- All parts and accessories are included.
If the item does not meet eligibility criteria (e.g., missing parts, signs of use), we will notify you via email and offer options:
- Pay a restocking fee (10–20% of the product price) to proceed with the refund.
- Have the item returned to you at your own cost.
Refund Calculation
Refund amounts depend on the reason for return:
- Faulty/Incorrect/Custom Discrepancy Items: Full refund of the product price + original shipping fee (no deductions).
-
Change of Mind Items: Refund of the product price minus:
- Return shipping/pickup fees (£19.99–£39.99, depending on item size).
- 15% restocking fee (to cover repackaging, inspection, and resale preparation).
Refund Timeline
- Once approved, refunds are issued to your original payment method within 7–10 business days.
- Credit card/paypal refunds may take an additional 1–3 business days to appear in your account (processing times vary by bank).
- Custom furniture deposits (40% of the total price) are refunded only if the return is due to a manufacturing defect or our error—deposits for change-of-mind custom returns are non-refundable.
4. Exchange Process & Timelines
Exchanges are available for eligible items (excluding change-of-mind returns for custom furniture) and allow you to replace the item with a different product or the same product in a different size/color.
Exchange Request Guidelines
- Same Product Replacement: For faulty or incorrect items, we will send a replacement of the same product (e.g., a new wardrobe door for a cracked one, a correct-size tatami mat) free of charge.
- Different Product Exchange: You may exchange an eligible item for a different product (e.g., swap a storage cabinet for a smaller wardrobe) by paying the price difference (if the new item is more expensive) or receiving a partial refund (if the new item is cheaper).
Exchange Timeline
- Standard-Size Replacements: Shipped within 5–7 business days of inspecting the returned item. We use expedited courier services to minimize wait time.
- Custom Replacements: Require 10–14 business days for production (same as original custom lead time) + 3–5 business days for delivery. We will notify you via email when the replacement enters production and provides a tracking number once shipped.
- Different Product Exchanges: Processed like a new order—once the returned item is verified, we will send the new product within the standard shipping timeline (3–5 business days for mainland UK).
5. Special Provisions for Bulk & Commercial Orders
For bulk orders (5+ items, e.g., for nurseries, hotels, or property developers) and commercial purchases, the following additional terms apply:
- Return Window: Extended to 21 days of delivery to allow for batch inspection.
- Faulty Item Handling: For bulk orders with multiple faulty items, we offer a “swap-and-repair” service—we ship replacements first to minimize disruption to your operations, then arrange pickup of faulty items.
- Custom Bulk Orders: Eligible for exchange only if 10% or more of the order has manufacturing defects. Partial returns for custom bulk orders are subject to a 25% restocking fee (due to the specialized nature of the production).
6. Contact Us for Return/Exchange Queries
If you have questions about this policy, need help initiating a return, or want to check the status of a refund/exchange, contact our customer support team:
- Email: dazzle-stews-3w@icloud.com
- Response Time: 2 business days (we prioritize return/exchange queries for faster resolution)
This Return & Exchange Policy is effective as of [Current Date] and may be updated periodically—changes will be posted on our website with a “Last Revised” date. Your continued use of our services after changes are made constitutes acceptance of the updated policy.
If you need to adjust specific details—such as modifying restocking fees for bulk orders, adding provisions for international returns (if you expand shipping later), or clarifying exchange rules for custom tatami mats—feel free to share those requirements, and I’ll refine the policy further to match your store’s operations.