Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We cannot accept returns/cancellations on made to order (MTO) products.
If you are missing an item or something has arrived damaged, please let us know within five calendar days of the delivery and we will do our best to correct the problem. Please note that we are unable to report damages to our respective couriers & suppliers after this period. We cannot be held responsible for any indirect financial or business loss caused by any missing parts, manufacturing issues or delivery delays outside of our control.
You are able to return furniture items within 30 days of receiving them (you must make us aware of your intention to return the product(s) within 14 days of receiving it). This is followed by a 16 day window in which the product(s) must be returned. They must be unopened and unused in all original packaging. Unwanted items may incur a handling fee (up to 30% of order value). Please note returns from Northern Ireland, Highlands and Off Shore postcodes will incur additional return charges. Any items that are opened, built either by a third party or yourself cannot be returned unless faulty. The buyer shall unless otherwise stated be responsible for the cost of the return carriage of all goods returned which shall be at the risk of the buyer until actual receipt of the goods to NWOF or our respective Manufacturer.
Please note we make every attempt to ensure product images used are accurate but as we are supplied with rendered images from our Manufacturers products can look different 'in person' than they do on our website. Therefore colours/finishes may vary from images shown, we are able to send wood samples etc where possible.
To complete your return, we require a receipt or proof of purchase and for the item to be returned in it's original packaging (where applicable). All returns must be authorised prior to sending items back, please do not return items prior to arranging this with us.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable):
Once your return is received and inspected, we will send you 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, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@nwof.co.uk.
Clearance items (if applicable):
Unfortunately clearance items cannot be refunded.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@nwof.co.uk and send your item to: NWOF Ltd, Unit 4a Bradshaw Street, Heywood, OL10 1PN United Kingdom.
Warranties (if applicable):
After our 30-day returns period (14 day notification period) all warranties offered are 'Parts Only'. This warranty covers the cost of replacement for any mechanical components which fail (due to manufacturer fault) within the warranty period, causing faults or compromised performance.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping:
All returns must be authorised prior to sending items back, please do not return items prior to arranging this with us.
To return your product, you should mail your product to: NWOF Ltd, Unit 4a Bradshaw Street, Heywood, OL10 1PN, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
