Returns & Refunds
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Since Brexit and with the considerably increased costs of importation any order that is specifically ordered for you and is already despatched or received in the UK we will have to make a charge of 20% if the goods are cancelled. No factories in Europe or elsewhere are accepting cancellations at present for the same reasons.
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.
Several types of goods are exempt from being returned. In particular any item ordered as bespoke, or as discontinued, or as genuine clearance. The item page will define this condition precisely.
BESPOKE ORDERS: A bespoke order can be cancelled within seven days of placing the order without any cost involved. In the case of a bespoke order that is cancelled for whatever reason after seven days 50% of the value of the order will be retained by Against The Grain Furniture to cover the costs of manufacture and any other direct costs.
To complete your return, we require a receipt or proof of purchase.
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 has been assembled and used even for a short period.
Any item that is returned more than 20 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 andy@atgfurniture.co.uk.
Sale and Clearance items (if applicable)
Only regular priced items may be refunded, unfortunately sale and 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 andy@atgfurniture.co.uk
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
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.
If you chose to use our own transport and logistics service to return a product you will be charged the full cost of that service. This will usually be at least double the original delivery cost and the item absolutely must be in the original wrapping and will be inspected at the point of collection by our courier staff.
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 £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item..
If you have any questions, please contact us on 01244 316041.