Refund policy
Returns & Refunds Policy
At Willow & Kole, each piece of furniture is handmade to order in our Hampshire workshop using reclaimed timber. Because of the natural and bespoke nature of our products, each item is unique.
1. Bespoke and made-to-order items
As our products are custom-made and built specifically for each customer, returns are not accepted for change of mind or preference regarding the character of reclaimed wood.
Natural variations in grain, texture, colour, and markings are part of the reclaimed material and are not considered defects.
2. Damaged or faulty items
We take great care in packaging and delivering our furniture safely.
If your item arrives damaged or faulty, please contact us within 48 hours of delivery at:
info@willowandkole.co.uk
Please include:
- photographs of the damage
- a description of the issue
We will assess the situation and, where appropriate:
- repair the item
- replace the item
- or offer an alternative resolution in line with UK consumer law
3. Returns (where applicable)
Where a return is agreed (for example in cases of damage or error on our part), items must be:
- securely packaged
- returned in original condition where possible
- insured during return shipping
Return shipping costs are the responsibility of the customer unless the item is confirmed faulty or incorrect.
We are not responsible for items damaged during return transit.
4. Refunds
Refunds will only be issued:
- where a return has been agreed following a valid issue
- or where required under UK consumer law
Refunds will be processed once the returned item has been received and inspected.
5. Contact
For all returns and refund enquiries, please contact:
Willow & Kole
info@willowandkole.co.uk