Cancellation Policy
Consumer Contract regulations only apply to your order if the goods have not been custom made to your specification or if you have not examined the product in our showroom. If the Consumer Contract Regulations do apply you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days beginning with the day after the date of delivery.

Should you wish to return the goods it is your responsibility to take good care of the furniture. You are the owner of the furniture once it has been delivered to you and you are liable for any loss or damage. If you request delivery to another EU Member State you will own the furniture when it is delivered to the third party delivery providers’ premises, and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you. To minimise the risk of any such claim we ask that you return the goods in appropriate packaging such as to prevent damage in transit.

Due to their intimate nature, all mattresses will be delivered sealed in clear plastic wrapping that will allow for inspection. Any mattresses that have been unsealed will be deemed as having been used. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

It is your responsibility to return the items to our central delivery point in a good condition. However TPAOF recognise that many customers do not have the means to do this, and so will arrange collection during normal business hours (Monday to Friday) if requested. In such circumstances a charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

If you want to cancel your telephone or Ecommerce order please contact us by phone or email, for any store orders please contact the store.

Refunds
Following cancellation of your order any monies paid will be refunded by the method you used to pay us and usually within 14 days.
Please contact our Customer Services Department by emailing 

contactus@thepineandoakfactory.co.uk

If you are unhappy with any aspect of your furniture
Please contact the store and we will be able to help and try to resolve any issue you might have.

If they fail to resolve the problem to your satisfaction and you would like to speak to somebody else about it, please email our Customer Service Department at contactus@thepineandoakfactory.co.uk.