The refunds and returns policy outlines the returns procedure for goods or services bought through the online store operated by Countryside Carpentry. To qualify for a return, your item must be unused, in its original packaging, and in the same condition as when you received it.

Please note that bespoke/custom orders are not eligible for refunds unless there is a manufacturing fault or defect. If the item you bought was faulty or was not as described in the item description, please contact us first before requesting a refund, as we may be able to resolve the problem to your satisfaction.

Under the Consumer Contracts Regulations, if you change your mind about a purchase you made within 14 working days of delivery, you can get a full refund of the original purchase price for the goods or
services you want to return, including the original postage and packaging charges. However, you won’t be entitled to a refund of the cost you incur in returning the item to us. We reserve the right not to offer a refund for damaged items due to delivery services. Please note that custom and bespoke product orders are excluded from this policy.

If you wish to return a physical product you bought, please contact us to inform us that you will be returning the item. Once we receive and inspect your return, we’ll notify you whether your refund will be
processed or not, and credit your original method of payment within 10 days.

If you haven’t received a refund yet, even though we informed you that we issued one, please check your bank account or card statement to ensure it hasn’t been received, and then contact your bank, as some
banks or card companies take several days to credit your account.

If you purchased an item with a discount voucher, we will only refund the amount you paid (and not the amount the item was listed for). If you bought an item during a sale, it may not be eligible for a
refund if you change your mind. If you are uncertain, please contact us before making the purchase.

We reserve the right not to offer a refund for damaged items due to animals chewing, biting, or damaging the units/furniture. We can provide advice on training and crate management, alternatively, we can suggest other designs that prevent damage to the furniture.

Need help?

Contact us at [email protected] for questions related to refunds and returns.