Returns, Refunds & Cancellations Policy
We understand that sometimes an order may not be quite right, or that circumstances can change. If you need help with a return, cancellation or an issue with your order, please contact us at info@lockwoodhume.co.uk and we'll be happy to help.
Returning Standard Products
If you have purchased a standard product and decide that it is not suitable, you may request a return within 14 days of receiving your order, in accordance with your consumer rights.
Before sending anything back, please contact LockwoodHume so that we can approve the return and provide the correct return instructions.
To process your return request, we will need:
- Your order number
- Your name and contact details
- The product(s) you wish to return
- The date your order was received
- Photographs showing the goods securely repacked for return
Products should be returned in their original packaging wherever possible and must be protected appropriately during transit. This helps prevent damage during the return journey and allows us to process your return efficiently.
Please note that returned items should be handled only as much as necessary to inspect their condition, characteristics and functionality. If goods are returned with damage or signs of use beyond this, we may make a reasonable deduction from any refund to reflect any reduction in value.
Return Collection and Costs
Delivery to mainland UK is included with our products; however, if you decide to return an item because you have changed your mind, the cost of returning the goods remains your responsibility.
If you would prefer, LockwoodHume can arrange collection on your behalf. The cost of collection will be deducted from your refund.
Due to the nature of furniture products, some items may require specialist collection arrangements. Where applicable, we will advise you of any return or collection costs before the return is arranged.
Some products are supplied directly by our manufacturing partners. Where a manufacturer accepts a return, they may apply their own restocking or handling charges. If such charges apply, these may be passed on to you.
If you would like to understand the likely return arrangements for a specific product before ordering, please contact us and we will be happy to advise.
Refunds
Once returned goods have been received and inspected, any refund due will be processed within 14 days.
Refunds will normally be made using the same payment method used for the original purchase.
Where applicable, we may make reasonable deductions for:
- Damage caused to the goods after delivery;
- Parts or repairs required due to damage or misuse;
- Return collection arranged by LockwoodHume;
- Reasonable return or handling costs incurred in arranging the return.
Any deductions will be explained clearly before the refund is processed.
Faulty or Damaged Goods
We understand that receiving a damaged or faulty product is disappointing, and we will always aim to resolve these situations as quickly as possible.
If your goods arrive damaged, or if you experience an issue with your product, please contact us as soon as possible at info@lockwoodhume.co.uk.
To help us investigate and resolve the issue, we may ask for photographs of the product and packaging.
Please inspect your delivery when it arrives and notify us of any visible damage within 48 hours of delivery wherever possible. This allows us to investigate promptly with our delivery partners and manufacturers.
Our first approach will usually be to resolve issues through replacement parts or repair where this is practical.
As we do not hold replacement components for every product in stock, we may need to source parts or technical information directly from our manufacturers. LockwoodHume will manage this process on your behalf.
If a repair is not possible or does not provide a suitable solution, we will discuss an appropriate alternative, which may include replacement of the product or another remedy in line with your statutory rights.
Made-to-Order, Custom & Bespoke Products
Some products on our website are designated Made to Order. This means they are not held as finished stock ready for dispatch and are instead manufactured or configured specifically following receipt of your order.
This includes products that are manufactured to order, as well as products available with a choice of specifications, such as fabric, colour, finish, size and other options.
Some products can be made or customised specifically to your individual requirements. This may include bespoke dimensions, non-standard materials or finishes, personalised products, or other specifications outside the manufacturer's usual range.
As these products are manufactured specifically following your order, Made-to-Order products cannot normally be cancelled once the order has been placed with the manufacturer and are non-returnable after dispatch.
Cancelling a Made-to-Order, Manufactured to Order, Custom or Bespoke Order
If you need to cancel one of these orders, please contact us within 24 hours of placing your order. We'll always do our best to stop the order before it is released to the manufacturer.
After this time, the order may have been released for production and materials may have been allocated specifically for your order. Depending on the manufacturer and how far the order has progressed, cancellation charges may apply. Where a manufacturer applies a cancellation charge, this may be passed on to you. These charges vary by manufacturer and product and can be up to 40% of the order value.
Made-to-Order, Custom and Bespoke products can only be returned where they are faulty, damaged, not as described or where you have another statutory right to a remedy.
If you are unsure whether a product is classed as standard, made-to-order, custom or bespoke, please contact LockwoodHume before placing your order and we will be happy to clarify.
