RETURNS

At the point of delivery, please check your purchase thoroughly with the delivery team. If any faults, damage or defects are apparent, please contact us immediately by email at [email protected] or by phone 01780 433515. 

Bespoke items cannot be returned or cancelled so please ensure you are happy with all the details with respect to finish, size and design on placing your order.  Please note that whilst we make every effort to meet your exact measurements, you should allow a tolerance of +/- 5% as we are working with boards of wood that vary in width and thickness.

If you become aware of any fault, damage or defect within 14 days of delivery, please contact us by email at [email protected] with a clear description and images of the issue.

Due to the nature of the wood and stone within our products, there are certain characteristics (knots, cracks, colour differences) that we deem to be acceptable; in fact, they are desirable in our pieces, and we will not be able to offer a refund or replacement due to personal taste. 

We will try to replace/repair any damaged furniture immediately. However, if a replacement is needed, this may result in a wait of up to 6 weeks while a replacement is manufactured.

CANCELLATIONS

Because all orders are custom-built, all products fall under the Bespoke product classification in consumer law. Therefore, if an order, or any part of an order, is cancelled at any stage after the production process has started (including after delivery), depending on the stage of production, Fairmont Reed reserves the right to retain up to 50% of the order value to cover irretrievable costs and recycling of the materials. This doesn't affect your statutory rights if goods are faulty or not as described.

If you wish to exercise your right of cancellation, you must retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

You can cancel by email to [email protected] or by phone 01780 433515.

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation, and we will reimburse you (by the method used to pay for the original transaction) the amount in relation to the goods to which cancellation rights apply.

We may deduct from the reimbursement for loss in value of any goods supplied if the loss results from your unnecessary handling. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.