Returns & Refunds Policy

Our standard Returns Policy applies to cancellations after you place your order, orders we cannot deliver because they don’t fit into your home, and items you wish to return after they’ve been delivered.

This policy applies from 1^st January 2021.

We may amend this policy at intervals. If you need to cancel an order or return an item, please check back here.

Cancellations pre-delivery.

You may cancel your online or in-store order within 10 days of placement free of charge. Cancelling an order after this time may result in a cancellation fee of 20% of invoice total.

To cancel your order, please

• call the store where you placed the order or
• email us at service@atouchofpine.co.uk

Once we have acknowledged the receipt of your cancellation, we will process your refund, using the same method as your original payment.

Returns due to delivery restrictions

We will make every reasonable effort to deliver your new furniture into your home.

However, it’s your responsibility to ensure that any items you order from us fit through doors and stairwells, and in the room where you plan to place them. So, please, measure rooms and access thoroughly.

If we find on delivery that an item will not fit into your home, you can choose to return it.

We will charge a cancellation fee of 20% of any goods returned due to delivery restrictions.

Returns after delivery

We are confident that you will be delighted with your new furniture. But if you choose to return an item, you may do so within 10 days of delivery.

Items must be returned in a fully re-saleable condition. That means they must not have been assembled or used and should be returned in their original condition and packaging.

We retain the right to refuse refunds for any items found to be unfit for resale.

To start the returns process, please

• call the store where you placed the order or
• email us at service@atouchofpine.co.uk.

You will be responsible for the full cost of delivery and collection. (please see additional notes below.)

In addition, returns of bespoke orders – ie. furniture that has been manufactured to your measurements and specifications – will incur a cancellation fee of 20% of the returned items.

Items excluded from returns

We do not accept returns of:

• partially assembled flat pack furniture
• mattresses
• mattress protectors
• divans
• pillows

unless they are un-opened, unused, and still in their original packaging.

Collection of returns

As soon as we have acknowledged your return request, you may return any unwanted items to the store where you have placed the order or ask us to collect the items from your home.

If you have asked us to collect, please ensure that the furniture is accessible to our drivers, and that it is returned in the condition in which it was received. We will not be able to issue a full refund if there are any signs of damage or misuse. 

We will process your refund for all returned items, minus the full cost of delivery and collection (see note below) and any fees incurred on bespoke items, as soon as the goods have arrived back at our local warehouse and have been inspected.

Faulty items or furniture damaged in transit

We will make all effort to deliver your furniture in perfect condition. We are, however, aware that transit damage may occur.

Please check your furniture on arrival. If the packaging is damaged, please indicate this when signing for the delivery while the drivers are still present.

If you have received your furniture via contact-less doorstep delivery, and you find upon unpacking that your furniture is damaged or faulty, please

• call the store where you placed the order or
• email us at service@atouchofpine.co.uk.

All faults should be reported within 24 hours.

We will make all effort to rectify the issue as quickly as possible. To that effect, we may ask you to take photographs of the damaged items and forward them to us.

Please note that our liability is limited to repair, replacement, or refund. We do not pay compensation beyond these limits.

Full cost of delivery and collection

The full cost of delivery and collection represents the true costs involved in the delivery to and subsequent collection from the furniture from your home and may include repackaging furniture for transit or the use of third-party providers.

This charge is often higher than our standard delivery charges.

Processing Refunds

We aim to process all refunds promptly.

Refunds for cancelled orders are processed as soon as we have confirmed the cancellation with you.

Refunds for returns are processed after the returned items have arrived back in our warehouse and have been inspected.

All refunds are processed using the same payment method you used when placing the order.

Card refunds can take up to 7 working days from the date that we process the refund to appear on your account.