Refund policy

Overview

• How to cancel an order
• 30 day return policy (stocked items)
• Made to order returns
• How to report missing or damaged items
• Reporting a fault with a product
• Incorrect items received
• Warranty coverage and claims
• When will my refund arrive?

How to cancel an order

You can cancel your order by telephone, email or live chat. If your order hasn’t left the factory or production of made to order items has not been started, there will be no cost incurred to you and a full refund will be issued with funds clearing in your bank account in 2-3 working days. If your order has already left us and you have taken or refused delivery of the item, then please refer to the “30 day return policy (stocked items)” section below.

30 day return policy (stocked items)

You have 30 days in which to return an unwanted item to us. We can only accept an item that is unused and in its original, unopened packaging. Any item that has damage or open packaging will be returned to the customer. Returned goods will be inspected for damage and a 25% restocking and collection charge will be levied against the value of the original items.

Made to order returns

Any products manufactured by Orangebox are made to order only and cannot be returned as they are made specifically for the customer on request. The name of the product manufacturer is in the "key features and measurements" section on any product page. Damaged items will be repaired and replaced as per our standard damage policy in the next section.

How to report missing or damaged items

If any parts of your order are missing or damaged, please look up the part numbers on the assembly instructions and email them to sales@fenstoneofficefurniture.co.uk. If the replacement parts are in stock, you will normally receive them within 1-2 working days. If not in stock we will contact you with a delivery date.

Reporting a fault with a product

If you have a technical fault with your product please report it by email, live chat or telephone within 48 hours of delivery and we will provide a replacement part or unit. You may also be covered by the manufacturer’s warranty covered below.

Incorrect items received

If you receive incorrect items, please notify our customer services team by telephone, email or live chat within 48 hours. We will arrange for a courier to collect the incorrect items and either replace what is missing in 1-2 working days or advise of a delivery date if the parts are not in stock.

Warranty coverage and claims

All products are guaranteed against manufacturing defects, except for upholstery, castors and mechanisms which are subject to usage related wear and tear. The warranty is effective from the day the product leaves the factory and the manufacturer reserves the right not to apply the warranty in cases of inappropriate use or when a product has been tampered with by a third party or interventions by non-authorised personnel. All complaints concerning the goods must be made in writing and the company shall undertake to repair any product or part of a product that proves to be faulty. Warranty claims can be made directly to Fenstone Group Ltd or to the product manufacturer, which can be found on the “essential product information” tab on any product page.

When will my refund arrive?

Once approved a refund should be in your bank account in 2-3 working days. If it has not arrived, please contact us and we will be happy to assist you.