Widerrufsrecht

 

Faulty or damaged goods

It's important that you inspect your order on delivery. If you are not happy, you have 3 working days to contact us. In order to resolve this for you as quickly as possible, please send an email to contact@s10home.com with the below information.

  • An image of the fault/damage, placing a coin next to the defect, to give us an idea of size, as well as a full shot of the item(s) affected.
  • Images of the condition of the packaging that your items arrived in, to help us establish if the products have been mishandled by the transport partner.
  • Your order reference number, name & billing postcode that your order was placed under.
  • Details of the fault/damage found, as we appreciate an image doesn't always show the full extent.
  • Please keep hold of the packaging until a resolution has been agreed, in case the item(s) need to be returned.
  • Once your email has been received, you will receive an auto-response as confirmation & a member of the team will be in touch to resolve the matter as soon as possible. We will either give you a full refund, arrange for a repair, or order you a replacement. Please refrain from sending multiple emails, as they are responded to in the order received.

Repair for Minor Damage:
If your furniture arrives with minor damage (up to approximately 10 cm), we will first attempt to repair the furniture to restore it to satisfactory quality. This will be carried out promptly and at no cost to you.

Replacement or Refund if Repair Is Not Possible:
If a repair is not possible or does not resolve the issue to a satisfactory standard, we will:

  1. Collect the furniture, and
  2. Issue a full refund or offer to create a replacement piece, depending on your preference.

Replacement Timelines:
If you opt for a replacement, please note that all of our furniture is made to order, and the replacement table may take approximately 6-8 weeks to produce and deliver.

  1. Goods Collection and Use:
    Once a refund or replacement has been agreed upon, the furniture must no longer be used. Continued use of the item is inconsistent with your legal obligation to make the faulty goods available for return or collection under the Consumer Rights Act 2015. We will arrange and cover the cost of collecting the furniture at a mutually convenient time within up to 14 days from the date of collection approval.

  2. Inspection of Returned Goods:
    Upon collection and inspection of the faulty furniture, we will process your refund or commence the production of a replacement table as per your request.

    You can always contact us for any return questions at contact@s10home.com

    Change of mind

    At S10Home, we specialise in crafting made-to-order, custom wood furniture tailored to your specific requirements. We're confident in the quality and craftsmanship of our products. However, we understand that circumstances can change, so we've made our return policy simple and customer-friendly.

    • Cancellation Before Shipment: You can cancel your order at any time before it has been shipped, completely free of charge. 
    • Cancellation After Shipment: If your order has already been shipped or delivered, a restocking fee for a made-to-order product of £200 will apply.
    • Returns After Delivery and Assembly: If the furniture has been delivered and assembled, you have the option to return it within 14 calendar days, provided you informed us within 48 hours of delivery, the item is unused, undamaged, and in its original packaging. 
    • Collection Arrangement:  You are responsible for covering the return shipping costs, however, we can arrange the collection of the item for you. The collection fee will vary based on the distance and will be provided as an estimate on a case-by-case basis. Please contact us to receive a quote.
    • Take some reference photos of the products, the packaging and the label.
    • Notify us with the tracking number and delivery company on contact@s10holding.com.
    • Once returned to the warehouse will inspect your return and a refund will be issued immediately.
    • Please note delivery charges are not refunded for change of mind.

    *If items are poorly packed, and are damaged on route back to us we won’t be able to refund you so it’s really important to pack well, and ensure you have proof you did this if anything comes up.

    However, please be aware custom orders are not subject to return and refund: Our policy gives special consideration to our custom handcrafted furniture. As part of our commitment to providing a personalised experience, we create pieces that are uniquely tailored to each customer. It's essential to note that any customisations or change from what we offer on the website, such as specific edges, legs, colour, dimensions or designs suggested by clients for any part of the furniture, make the item custom-made and not eligible for return or refund. We greatly value your understanding of this policy, which constitutes a binding agreement between you and S10HOME. For any potential revisions, the latest version will be available on our website. We appreciate your trust in us for your purchases and your cooperation in adhering to our return procedures.

    Refunds

    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at contact@s10home.com. Sale items discounted by 30% or more are non-refundable.