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Return Policy

Return Policy

Return and Refund Policy

Last Updated: 01 Dec, 2023

Pendle Village Furniture

At Pendle Village Furniture, we understand that there are various reasons customers may seek a refund or return. Below are the common reasons for cancellations and refunds:

  1. Change of mind
  2. Delivery delays
  3. Item out of stock
  4. Inappropriate item
  5. Product quality dissatisfaction
  6. Unhappy with service
  7. Item not available

We prioritise fair trading practices and ensure that customer funds are not withheld inappropriately. Our commitment is to offer complete peace of mind, allowing customers to exercise their statutory rights freely.

Order Cancellation

If you wish to cancel your order before delivery, please email us at hello@pendlevillagefurniture.co.uk without providing reasons. Once we receive your request, we will cancel your order, and funds will be refunded within 7 to 30 days.

NECESSARY REQUIREMENTS

Return Packaging

(a) Items must be returned in their original or appropriate packaging.

(b) Inadequately packed items may lead to a refusal of the pick-up.

Pickup Charges

(a) A pickup charge starting from £60 (may vary for Heavier Items) will be deducted within 3 to 5 working days.

(b) No pickup charge for returns due to Damage/Wrong/Incomplete delivery.

Please be aware that the refund will be processed using the same payment method that was utilised when placing the order; we are unable to issue refunds to alternative accounts.

ITEMS RETURN PROCESS

Damage or Discrepancies

(a) Report any damage or discrepancies within 7 days of delivery.

(b) Retain packaging and provide images for damaged, faulty, or incorrect items.

Return Window

(a) Fourteen (14) working days allowed for returns.

(b) Made-to-order furniture is non-returnable.

(c) Clearance items do not qualify for replacement.

Collection Charges

(a) Charges apply for items deemed unfit for purpose or change of mind.

(b) Mattress covers, mattresses, and pillows are exempt for hygiene reasons.

Key Notes

(a) Mattress covers, mattresses, and pillows are excluded from this policy due to hygiene reasons. If a mattress is faulty or damaged, we can only replace or repair it.

(b) Made-to-order furniture is not covered unless the item is substandard or unintentionally damaged by us during transit.

(c) Products from specific brands (Alf Italia, Arredoclassic, Breasley, Buoyant Upholstery, Calligaris, Camel Group, Clemence Richard, Corndell (Annecy Painted), Devonshire Pine and Oak (Lundy Painted), Dormeo Octaspring, Dura Beds, Ercol, Gallery Direct, Gami, Kayflex, Lebus Upholstery, Qualita, Rauch, Relyon, Sicily Designs, Stone International, Stuart Jones, Sweet Dreams, TCH Furniture, Tema Home, Vogue Beds, Welcome Furniture, Wiemann UK, Heathfield, Nolte Mobel, Staud, Swanglen, Tom Schneider, Kebe Living, Nordal, etc.) are 'Made to Order' and are only produced upon receiving an order. Items from these brands cannot be cancelled or changed. Made to Order items are clearly labelled as such on the product page.

(d) Flat pack furniture with attempted assembly is not covered. If there is an issue, we won't collect the item for a full refund; we may replace the damaged part or the entire order.

(e) Upon furniture receipt, it is the customer's responsibility to inspect for discrepancies before assembly. Once assembly starts, we cannot replace the item. Thoroughly check components before assembly, and contact customer service for assistance.

(f) Delivery charges and other service fees are not covered.

(g) Returns are not accepted after thirty (30) working days.

(c) Ready-assembled wardrobes cannot be returned if they don't fit; measure your property before ordering.

RETURN & REFUND

We accept returns within 14 days of delivery. However, please be aware that if you choose to return a product, we retain the right to deduct the delivery charges incurred in bringing the item to your residence. Additionally, it's important to note that returns are not free, and customers are responsible for arranging their couriers to return the items to us. Please ensure that the returned item is in its original, unused condition and comes with its original packaging. To initiate the return process, please contact our customer service team.

In the case of a damaged, faulty, or incorrect product requiring collection for a refund, provide photographic evidence of the item's condition and the original packaging within 10-14 days. Returned products must maintain the same condition as supplied and should be unused, with their original or appropriate packaging.

Once we receive the items, your refund will be processed by our accounts team and credited to the card used for payment within 30 days from the date the item reaches our warehouse.

Please note that if you have attempted to self-assemble the product or appointed a third party for assembly resulting in damage, we are not liable for the damage and cannot offer a return or refund for Flat Pack Furniture.

Your satisfaction is our priority, and we value your cooperation in ensuring a smooth assembly process.

Delivery Discrepancy?

We sincerely apologise for any inconvenience you may have encountered. At Pendle Village Furniture, we are dedicated to delivering the correct items to our customers. Despite our rigorous quality checks, we understand that human errors can occur.

If you believe that an incorrect item has been delivered, please inform us promptly. For flat-pack products, report the issue before initiating the assembly process. Unfortunately, if assembly has already started, we cannot accept returns, but we are open to exploring alternative solutions.

In cases of a price discrepancy, we will either process a refund for the difference or offer a replacement. Please note that restocking fees, amounting to 50% of the product's value, will apply in such instances.

Your swift communication is crucial for a prompt resolution, and we appreciate your cooperation.

For further assistance, please contact our customer service team.

PRIVACY POLICY

Pendle Village Furniture gathers information about you solely to fulfil your order and address your inquiries. We do not disclose your details to any third-party affiliates without your explicit consent. Kindly review our Privacy Policy for comprehensive details.

Applicable Law

Situated in Brierfield, Nelson, Lancashire, United Kingdom, Pendle Village Furniture operates its website from offices in this location. Hence, any claims related to the website, sales, accounts, and other content within our website fall under the jurisdiction of the laws of England and Wales. In the event of a dispute, you agree to resolve it in accordance with the laws of England and Wales.