Refunds and Returns

    1. Returns, refunds and your right to cancel

      1. You have the right to cancel your order within 14 days. You must contact us within 14 days of delivery with your intention to return the item. If you wish to return the goods within the 14 days, please take reasonable care as we only accept returns in the original packaging. We request that if you open the box to examine the product, please do so without damaging the packaging or damaging the product in any way. Items returned under our 14-day money back guarantee will be subject to return fees, or you may return them at your own cost to our warehouse. Please do not return items without prior authorisation. Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account. Please take into account before purchasing our products that once the items are dispatched from our warehouses, returns charges will apply. Approved refunds can take up to 30 days to process.
      2. Please note our made to order Furniture Boards are non-returnable. Any, cutting or machining made to the boards by the customer, will make any quality claim void. 
      3. After this 14-day period has expired we do not accept returns of any items purchased unless faulty.
      4. Subject to your statutory rights, products made or altered specifically for you, may not be returned.
      5. If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require assistance, you must report the defect within 2 working days of receiving them. In unusual circumstances we may allow this to be extended to 7 days but please be aware that failure to report shortages or damaged items within 7 days is deemed by us as unreasonable, therefore please inspect all items within 2 days to avoid debates at a later date. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, re-delivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non-faulty items returned will always be returned at your expense.
      6. We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.
      7. All items of furniture are purchased as individual items and as such we will only refund/or replace any items which are defective or damaged. You are not entitled to reject other items purchased together with the damage or defective items. In the event that replacement items are not available we will refund you the purchase price or offer a similar item from another range which we believe complements the other items you have purchased. Should you have a faulty product from a range no longer available this will not entitle any other non-faulty items to be returned. Please note our made to order Furniture Boards are non-returnable or refundable.
      8. Where an alternative carrier service is used by yourself to collect from us and paid for by you - the delivery charge will not form part of your refund should your item be classed as a manufacturing fault or be rejected under the 14-day money back guarantee. Damaged goods by an alternative outside carrier service are not our responsibility.
      9. Returns and Refund Enquiries: Please note if any items are damaged or faulty, please call us or email us, within 2 days of delivery to report this matter. So that we can better understand the issue you are experiencing, it is important that we see digital images of the affected.
        Refunds: Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund will be authorised only after a full inspection of the goods by our Returns Department to check for completeness and correct product return. You will be refunded the full invoice amount, less cost of return and/or cancellation or return fees if applicable. If you are unable, for whatever reason, to facilitate collection, return & or cancellation fees will apply. Approved refunds can take up to 30 days to process.
      10. Any refunds made to you whether in respect of our 14-day money back guarantee, delayed, defected item or otherwise will be subject to first having either enabled us to collect the item(s) or you are returning the item(s).


  1. Guarantees and claims under guarantee

    1. The provisions of this clause 7 and clause 8 apply in addition to your statutory consumer rights in relation to faulty or incorrectly described products. These rights are not affected by the guarantee.
    2. The guarantor is Real Wood Solutions Ltd.
    3. We guarantee all products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all cases we reserve the right to inspect the product and verify the fault.
    4. These guarantees do not cover fair wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your goods in failing to follow correct care procedures as outlined in this Owner's Manual, including the oiling and waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or loss or damage caused by a third party.