Peace of Mind with HOO's Return Policy
Obviously we hope that you are delighted with your furniture. However, if for any reason, you're not happy with the furniture you've purchased from 'House of Oak', we offer a fuss-free return service and a full refund (excluding any delivery and assembly charges).
To qualify for our free returns service you must inform us within 7 days and the furniture must be in its original packaging.
If you have paid for Unpacking or Assembly and you wish to return an item after the delivery team have left your property with the original packaging then you must package back up the furniture with acceptable quality protective packaging. We cannot collect without this.
Unpacking and Assembly charges are non refundable.
A charge will apply if your return furniture requires collection after 7 days, through no fault of House of Oak: Goods must be in the original packaging or failing that another form of acceptable quality protective packaging.
| Cost | |
|---|---|
| £50 | Per item for items under £300 |
| £80 | Per item for items over £300 |
Should you wish to take advantage of this service simply follow these instructions:
Please e-mail all complaints to customerservices@houseofoak.co.uk
Please include your name, address, phone number, order number and photo's of the issue.
We need photo's of the issue plus additional photo's of the front, top, sides and back of the item.
Please e-mail within 48 hours of your delivery.
Returns cannot be accepted once the assembly process has begun.
To claim a full refund the furniture must be: in the same condition as when you received it, in its original packaging or, failing that, another form of suitable protective packaging.
Once the goods have been returned to us, we'll inspect them and upon approval we can then arrange a refund using the original payment method (i.e. credit/debit card). Please note it can take between 10-15 days for a refund to clear, and this usually depends on your bank.
Where you as the customer have changed your mind on any furniture and accessories purchased and delivered you will be charged the cost in full of delivering the goods back to House of Oak.
Faulty Goods
We always do everything in our power to ensure your order arrives in perfect condition, however should you find any problems our After Care Sales Team is more than happy to help you. Please call 01484 865042 and our Team will go through our returns process and options with you. You have 30 days from the date of delivery to let us know of any faults, damages or missing items from your order.
We also request you do not try to amend or fix any problems yourself without contacting our After Care Sales Team first. We are unable to accept any goods back for a return that have been tampered with, as this will invalidate any manufacturing warranty.
Some of our items require some form of minimal assembly; please check you have all the required components before assembly. Please follow all instructions provided, any damages caused by improper assembly or using components not supplied by House of Oak will void any refund and manufactures warranty. As soon as you are aware of any assembly issue we advise you to call our After Care Sales team on 01484 865042.
Due to hygiene reasons, we cannot refund mattresses that have been removed from their original packaging, unless faulty.
If any furniture for return / refund has been damaged whilst in your care that hasn’t been mentioned at the time of requesting a refund, this will be charged for.
For security reasons, unless stated, refunds will be given by the same method the original payment was made. If this isn’t possible, store credit will be provided.
Any items delivered which do not fit dues to size issues will be charged the full delivery and return payment.
Our terms & conditions provide further information on 'House of Oak's' Returns Policy.