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Our policy lasts 14 days. If 14 days have gone by since your purchase, we cannot offer you a refund or exchange under any circumstances.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The basic terms of return and credit are as follows:
If you have made a mistake in measuring the space needed for your desk and now have a desktop that is too big for you, please speak to us, we will do what we can to help solve your challenge and save both you and us the cost of a return.
To complete your return, we require a receipt or proof of purchase. Please email your proof of purchase along with your reason for return to firstname.lastname@example.org and ensure that you include your mobile number in order for us to clarify your claim if needed. We will advise our intended action either via email or phone within 48 hours. It is deemed the request of a return means acceptance of our returns policy set out here.
A goods returns authorisation (GRA) number will be issued within 48 hours of validation of your claim via email, please clearly mark the outer packaging with this number and advise us by email when the goods have been despatched and which carrier they have been shipped with.
Please note important information regarding packing at the base of this policy.
No returns, exchanges or refunds will be entertained without a proof of purchase under any circumstances.
Please do not send your purchase back to us without a GRA number. We will advise you of our warehouse address to send your return when we email your GRA number to you.
All desktops and tabletops are non-returnable and non-refundable due to each one being bespoke made for the frame it was ordered with. We bespoke all tops for all orders to ensure that our inventory and service levels are manageable. We do not accept tops back under any circumstances.
A 25% handling charge is applied and deducted from any monies credited in all return cases other than goods damaged by our carrier (and notified within 48 hours of delivery). This handling charge helps towards the original cost of shipping the goods, the administration work needed to effect both the original sale and the return and credit, the inspection of the returned goods by our warehouse staff, repacking and restocking costs and new packaging. The handling charge is not a penalty but helps go towards covering our actual accrued costs.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will be applied to your credit card or original method of payment, within 3 days.
There are certain situations where only partial refunds may be granted, this can be when any item is returned not in its original condition or is missing parts for reasons not due to our error.
Late or missing refunds
If we have advised you that we have refunded your purchase and you haven’t received a refund yet, please double check your bank account or contact your credit card company, if in any doubt, contact your bank as there is often some processing time before a refund is posted to your account.
If you have done all of this and still have not received your refund yet, please contact us at email@example.com and we will do what we can to help.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
All damages must be reported within 48 hours. We cannot entertain damage claims outside of this time.
Returns for goods delivered to you damaged cannot be entertained if the delivery was signed for as received in good condition. Please either sign for goods and mark as 'unchecked' or inspect goods with courier present.
If you need to exchange damaged goods for the same item, send us an email at firstname.lastname@example.org and await a “goods returns authorisation” (GRA) number which will be issued within 48 hours. A confirmation email will be issued that this has been dispatched to you. Please include your mobile number in this email as we may need to contact you to clarify your claim prior to issuing a GRA.
Once we have sent you this number on a self-adhesive label in the post, please affix this label to the outer packaging box and advise us by email that the goods are ready for collection and we will arrange and advise you of the collection day.
Please ensure you wrap the return product extremely well to avoid any damage in transit which will affect your ability to receive a refund. We suggest wrapping the original packing around with bubble wrap and binding it securely with packing tape to ensure 100% safe return to us.
The goods are being shipped back to us under your liability, if you do not wrap the goods well and we receive them damaged we can
not issue a refund for them under any circumstances. Photographic proof sent via email of any damage will be deemed to be sufficient evidence.