Returns & Refunds

Contents

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Change of Mind (Website Purchases Only)

  • We can all have a change of heart from time to time, and at Woods we understand this, especially if you haven't had the benefit of seeing these items in our showrooms. Please bear the following in mind when preparing to return goods to us for refund.
    • Please ensure you have not assembled the items.
    • Use the original packaging to return the items to us*
    • Email us on customersupport@woods-furniture.co.uk, requesting a returns form for change of mind.
    • You have 14 days to notify us that intend to return your order and then a further 14 days to get the items back to us.
    • You need to return the order at your cost.
    • Take some reference photos of the products, the packaging and the label.
    • Enclose the Returns Form that we will have issued you with.

*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.


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 customersupport@woods-furniture.co.uk 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 recieved, you will recieve 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 recieved.

Made to Order Goods

  • Some items such as a selection of sofas and recliners that are customisable on our website, are made to order. This means that unfortunately we are not able to accept returns requests for these items due to change of mind. If a made to order item arrives faulty or damaged then of course we will process a refund or replacement if required.

Refund Process

  • Whether a refund is agreed on the basis of a change of mind, or a damaged/faulty item(s) we will process a refund to the same payment type/card that was used for the original order within 7-14 days of confirming to you that the refund will be processed.