The Wainhouse Quality Craftsmanship Guarantee - View Terms

As seen in The English Home, Homes & Gardens, The Observer

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Refund policy

Returns & Cancellations Policy
This clause only applies if you are a consumer.

If you are a consumer based within the European Union, you have a legal right to cancel the order between you and us within 14 days of delivery without giving a reason.

Cancellations – General Products
You may cancel an order for any of our furniture, accessories, or home decorating materials at any time prior to dispatch. To request a cancellation, please contact us as soon as possible by email at info@thewainhouseco.com, by phone on 01935 321277, or by post at Units 12-14, Gazelle Road, Bartlett Park, Lynx Trading Estate, BA20 2PJ.

Cancellations – Made to Order / Bespoke Goods
Please note that if you are a consumer, the cancellation right does not apply and no refunds will be given in the case of Bespoke Goods (Products specifically personalised and/or tailored to your specifications) unless there is a manufacturing defect or the products are not as described.

In addition, for designs that are Made to Order or Paint to Order, you may cancel your order within 7 days of placing it to receive a full refund. After this 7-day period, your order will be in production and cannot be cancelled, amended, or returned, except where there is a manufacturing defect or the product is not as described.

There is no cancellation right in relation to Trade and Commercial Orders unless there is a manufacturing defect or the products are not as described.

Returns
You must return any items within 14 days of delivery in their original packaging.

Responsibility for inspecting the products upon delivery rests solely with you. You shall examine the products upon delivery and shall promptly (in any event within 14 days of delivery) notify us of any apparent damage, defect, or shortages. We shall act promptly to resolve the issues. Your failure to notify us within this period will result in you being deemed to have accepted the products. After acceptance, you shall not be entitled to reject the products in return for a refund.

Please note that the measurements of our handmade furniture may vary slightly. Due to the nature of artisanal craftsmanship and the unique characteristics of natural materials, minor variations in dimensions are an inherent part of our bespoke manufacturing process.

Cancellation Period
The cancellation period will expire 14 days from the day you (or a third party acting on your behalf) take physical possession of the products you ordered. If your order includes multiple products delivered separately, the cancellation period will expire 14 days after the day you (or a third party) take physical possession of the last product.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired.

How to Cancel
To cancel the contract, you just need to let us know that you have decided to cancel. You can:

  • Email us at info@thewainhouseco.com

  • Call us on 01935 321277

  • Write to us at Units 12-14, Gazelle Road, Bartlett Park, Lynx Trading Estate BA20 2PJ

If you are emailing or writing, please include your order details to help us identify it. Your cancellation will be effective from the date you send the email or post the letter to us.

Refunds
If you cancel your order, we will:

  • Refund you the price you paid for the products, provided they are returned in the same condition as delivered and have not been used.

  • We are permitted by law to reduce your refund to reflect any reduction in value caused by your handling of the products beyond what is necessary to establish their nature, characteristics, and functioning.

If you cancel because you no longer want the product or do not like it, you:

  • May be asked to pay postage for returning the item.

  • May not be entitled to a full refund — delivery charges may not be reimbursed.

We will refund you using the same payment method you used for the original transaction unless otherwise agreed.

Return Shipping Costs
Unless the products are faulty or were not delivered as described, you will be responsible for the cost of returning the products to us in their original packaging.

Faulty or Mis-Described Products
If products are faulty or mis-described, please notify us within 14 days of delivery. We will (subject to confirmation of the fault):

  • Exchange the products or

  • Refund you in full, including applicable delivery charges and any reasonable costs you incur in returning the products to us.

Products will be exchanged without any collection or re-delivery charges. Please note we shall not be liable if you continue to use the products or attempt to alter or repair them without our written consent.

Your legal rights as a consumer in relation to products that are faulty or not as described remain unaffected.

If You Have Already Received the Product
If a product has been delivered before you cancel the contract, you must return it to us without undue delay and in any event no later than 14 days after informing us of your decision to cancel. You can:

  • Return the product at your own cost, or

  • If we have offered to collect the product, we will contact you to arrange a suitable time for collection.

Unless the product is faulty or not as described, you will be responsible for the cost of returning the product to us in its original packaging.