Returns & Refunds
Thanks for shopping at Aspen & Birch. If you’re not entirely satisfied with your purchase you can return goods within 14 days of delivery for a full refund or exchange.
Our Returns & Refunds Policy is set out below, and we’re here to help the process go as smoothly as possible too.
The following terms are applicable for any products that you purchase from us:
1. Interpretation and definitions
Interpretation
The words set out under Definitions below have meanings defined for the purposes of this Returns & Refunds Policy. The following definitions shall have the same meaning regardless of whether the initial letter/s are capitalised or not, or if they appear in singular or plural.
Definitions
For the purposes of this Returns & Refunds Policy:
- Company (referred to as either ‘the Company’, ‘We’, ‘Us’ or ‘Our’) refers to Aspen & Birch Ltd.
- Goods refers to products offered for sale on the Service.
- Made to Order Goods refers to products offered for sale on the Service which are made to Your specification (e.g. Goods from product ranges where the Goods are painted to order in a colour of Your choice).
- Order refers to a request by You to purchase Goods from Us.
- Service refers to the Website.
- Website refers to Aspen & Birch, accessible from www.aspenandbirch.co.uk.
- You (referred to as either ‘You’ or ‘Your’) refers to the individual accessing or using the Service, or other legal entity (e.g. a company) on behalf of which such individual is accessing or using the Service.
2. Your order cancellation rights
You are entitled to cancel your order at any time up to 14 days from the date on which you received the goods (or on which a third party you appointed received the goods on your behalf) without giving reason for doing so.
In order to exercise your right of cancellation you must inform us of your decision by means of a clear statement to that effect. You can inform us of your decision by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment that you used to pay for the order. When a refund has been initiated, it takes 3 - 5 working days on average, though in some cases it may take up to 2 weeks.
For other refund methods (e.g. Paypal) please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, you will be contacted by the 3rd party payment provider to arrange a refund back to your bank account which can take up to 10 working days depending on how you paid.
We regret you are not entitled to cancel orders for Made to Order Goods save for reason of damage, defect or if the products received are not as described.
3. Conditions for returns
In order for the Goods to be eligible for a return, please make sure that:
- The goods were delivered to you in the last 14 days (or a third party which you appointed received the goods on your behalf in the last 14 days).
- The goods are in their original packaging. NB: If you’ve ordered Goods with a delivery type of ‘2 person delivery to room of choice’ you should request the delivery personnel to leave the original packaging with you if you’re minded to return the Goods.
- The goods have not been assembled, used or damaged.
If you no longer have the original packaging and/or the goods have been assembled:
- You will need to repackage the goods, sourcing and using packaging which is sufficiently robust to prevent damage to goods while in transit, providing photos as proof.
- We accept returns of such goods at a 20% restocking charge of the goods’ value provided the goods are in resaleable condition (i.e. the goods have no sign of use, wear and tear, cosmetic damage or any other damage, and are packaged with all fittings, assembly instructions, etc).
- We reserve the right to refuse returns of such goods if we find the goods are not in resaleable condition.
We reserve the right to refuse returns of any goods that do not meet the above return conditions in our sole discretion.
We regret you are not entitled to return Made to Order Goods save for reason of damage, defect or if the products received are not as described.
4. Returning goods
You are responsible for organising the return of cancelled, non-damaged or non-defective goods and bearing the direct cost of returning goods to us.
You are also responsible for the risk of returning the goods to us. Given the nature of our products (furniture) they have delicate physical properties and the transportation of these items will require handling with care. Please ensure that any courier / transport provider used is aware that the contents of the shipment need to be handled with care. Also, please ensure that the shipment is fully tracked and insured to the full value of the goods (per retail prices on the Website).
To return goods to us, please contact us by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We’ll help you through the process and provide you with the appropriate return address.
NB: We cannot be held responsible for goods damaged or lost in return shipment. As above, please ensure that any courier / transport provider used is aware that the contents of the shipment need to be handled with care. Also, please ensure that the shipment is fully tracked and insured to the full value of the goods (per retail prices on the Website). We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
5. Exchanges
If you wish to exchange a product for another we can accommodate that, but please note that the same return conditions apply.
Once the original product is received and inspected by us and found to be satisfactory, the replacement product will be shipped to you. If there's a price difference, we will liaise with you to make the necessary adjustment (i.e. either an additional payment from you or a refund from us).
NB: Where replacement of goods is deemed necessary by us for reason of damage or defect, we will do that at our cost.
6. Reporting damaged or defective goods
We know how frustrating damaged or defective goods can be, especially when you’ve been looking forward to getting them, so we’ll do everything we can to make things right.
6.1 Goods found damaged or defective on delivery
For goods with delivery type ‘2 person delivery to room of choice’ please check your furniture before packaging is removed from your home. If you find damage please:
1. Alert the delivery personnel to any damage or defect while they’re still at your property.
2. Clause your signature when signing for the goods, clearly stating ‘damaged’ or ‘defective’ on any paperwork or hand-held device.
3. Take photos of:
- the damage
- the product
- the box and delivery label
- the Quality Control label (usually on the back or underside of each product).
4. In the majority of cases the delivery personnel will take the damaged goods away with them. If they do not please retain the original packaging.
5. Contact us within 48 hours of delivery by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
For goods with delivery type ‘kerbside’ please check the packaging while the delivery driver is making the delivery to kerbside. If there’s damage to the packaging please:
1. Alert the delivery personnel to any damage to the packaging while they’re still at your property.
2. Clause your signature when signing for the goods, clearly stating ‘damaged’ or ‘defective’ on any paperwork or hand-held device.
3. In most cases the packaging will have done its job and protected the Goods, but if on unpacking you find damage to the goods please take photos of:
- the damage
- the product
- the box & delivery label.
4. Retain the original packaging.
5. Contact us within 48 hours of delivery by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
6.2 Faults or defects occurring after delivery
If a fault or defect occurs after delivery, please report any issues to us within 30 days of the delivery date. To ensure we make things right, we may require a photo/s of the fault or defect and/or for the original item to be returned (we’d arrange that at our cost).
If it has been more than 30 days since the date of delivery but the item has an eligible warranty, please contact us in the first instance for a resolution.
Occasionally our suppliers are best suited to support your enquiries (e.g. in the case of a claim against a manufacturer’s warranty), so we may connect you with them directly to ensure you get the best resolution in a timely manner. When this happens, we will monitor the progress of your resolution and step in at any point if they are unable to provide a fair and reasonable resolution or if they fail to respond within five working days. We never forget that you are our customer, not theirs.
7. Gifts
If goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received and inspected by us and found to be satisfactory, a gift certificate will be mailed to you.
If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, we will send the refund to the gift giver.
The provisions in this section (7. Gifts) aside, the same return conditions apply to gifts as to any other order.
8. Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We’re here to help - always.
Our Returns & Refunds Policy is set out below, and we’re here to help the process go as smoothly as possible too.
The following terms are applicable for any products that you purchase from us:
1. Interpretation and definitions
Interpretation
The words set out under Definitions below have meanings defined for the purposes of this Returns & Refunds Policy. The following definitions shall have the same meaning regardless of whether the initial letter/s are capitalised or not, or if they appear in singular or plural.
Definitions
For the purposes of this Returns & Refunds Policy:
- Company (referred to as either ‘the Company’, ‘We’, ‘Us’ or ‘Our’) refers to Aspen & Birch Ltd.
- Goods refers to products offered for sale on the Service.
- Made to Order Goods refers to products offered for sale on the Service which are made to Your specification (e.g. Goods from product ranges where the Goods are painted to order in a colour of Your choice).
- Order refers to a request by You to purchase Goods from Us.
- Service refers to the Website.
- Website refers to Aspen & Birch, accessible from www.aspenandbirch.co.uk.
- You (referred to as either ‘You’ or ‘Your’) refers to the individual accessing or using the Service, or other legal entity (e.g. a company) on behalf of which such individual is accessing or using the Service.
2. Your order cancellation rights
You are entitled to cancel your order at any time up to 14 days from the date on which you received the goods (or on which a third party you appointed received the goods on your behalf) without giving reason for doing so.
In order to exercise your right of cancellation you must inform us of your decision by means of a clear statement to that effect. You can inform us of your decision by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment that you used to pay for the order. When a refund has been initiated, it takes 3 - 5 working days on average, though in some cases it may take up to 2 weeks.
For other refund methods (e.g. Paypal) please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, you will be contacted by the 3rd party payment provider to arrange a refund back to your bank account which can take up to 10 working days depending on how you paid.
We regret you are not entitled to cancel orders for Made to Order Goods save for reason of damage, defect or if the products received are not as described.
3. Conditions for returns
In order for the Goods to be eligible for a return, please make sure that:
- The goods were delivered to you in the last 14 days (or a third party which you appointed received the goods on your behalf in the last 14 days).
- The goods are in their original packaging. NB: If you’ve ordered Goods with a delivery type of ‘2 person delivery to room of choice’ you should request the delivery personnel to leave the original packaging with you if you’re minded to return the Goods.
- The goods have not been assembled, used or damaged.
If you no longer have the original packaging and/or the goods have been assembled:
- You will need to repackage the goods, sourcing and using packaging which is sufficiently robust to prevent damage to goods while in transit, providing photos as proof.
- We accept returns of such goods at a 20% restocking charge of the goods’ value provided the goods are in resaleable condition (i.e. the goods have no sign of use, wear and tear, cosmetic damage or any other damage, and are packaged with all fittings, assembly instructions, etc).
- We reserve the right to refuse returns of such goods if we find the goods are not in resaleable condition.
We reserve the right to refuse returns of any goods that do not meet the above return conditions in our sole discretion.
We regret you are not entitled to return Made to Order Goods save for reason of damage, defect or if the products received are not as described.
4. Returning goods
You are responsible for organising the return of cancelled, non-damaged or non-defective goods and bearing the direct cost of returning goods to us.
You are also responsible for the risk of returning the goods to us. Given the nature of our products (furniture) they have delicate physical properties and the transportation of these items will require handling with care. Please ensure that any courier / transport provider used is aware that the contents of the shipment need to be handled with care. Also, please ensure that the shipment is fully tracked and insured to the full value of the goods (per retail prices on the Website).
To return goods to us, please contact us by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We’ll help you through the process and provide you with the appropriate return address.
NB: We cannot be held responsible for goods damaged or lost in return shipment. As above, please ensure that any courier / transport provider used is aware that the contents of the shipment need to be handled with care. Also, please ensure that the shipment is fully tracked and insured to the full value of the goods (per retail prices on the Website). We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
5. Exchanges
If you wish to exchange a product for another we can accommodate that, but please note that the same return conditions apply.
Once the original product is received and inspected by us and found to be satisfactory, the replacement product will be shipped to you. If there's a price difference, we will liaise with you to make the necessary adjustment (i.e. either an additional payment from you or a refund from us).
NB: Where replacement of goods is deemed necessary by us for reason of damage or defect, we will do that at our cost.
6. Reporting damaged or defective goods
We know how frustrating damaged or defective goods can be, especially when you’ve been looking forward to getting them, so we’ll do everything we can to make things right.
6.1 Goods found damaged or defective on delivery
For goods with delivery type ‘2 person delivery to room of choice’ please check your furniture before packaging is removed from your home. If you find damage please:
1. Alert the delivery personnel to any damage or defect while they’re still at your property.
2. Clause your signature when signing for the goods, clearly stating ‘damaged’ or ‘defective’ on any paperwork or hand-held device.
3. Take photos of:
- the damage
- the product
- the box and delivery label
- the Quality Control label (usually on the back or underside of each product).
4. In the majority of cases the delivery personnel will take the damaged goods away with them. If they do not please retain the original packaging.
5. Contact us within 48 hours of delivery by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
For goods with delivery type ‘kerbside’ please check the packaging while the delivery driver is making the delivery to kerbside. If there’s damage to the packaging please:
1. Alert the delivery personnel to any damage to the packaging while they’re still at your property.
2. Clause your signature when signing for the goods, clearly stating ‘damaged’ or ‘defective’ on any paperwork or hand-held device.
3. In most cases the packaging will have done its job and protected the Goods, but if on unpacking you find damage to the goods please take photos of:
- the damage
- the product
- the box & delivery label.
4. Retain the original packaging.
5. Contact us within 48 hours of delivery by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
6.2 Faults or defects occurring after delivery
If a fault or defect occurs after delivery, please report any issues to us within 30 days of the delivery date. To ensure we make things right, we may require a photo/s of the fault or defect and/or for the original item to be returned (we’d arrange that at our cost).
If it has been more than 30 days since the date of delivery but the item has an eligible warranty, please contact us in the first instance for a resolution.
Occasionally our suppliers are best suited to support your enquiries (e.g. in the case of a claim against a manufacturer’s warranty), so we may connect you with them directly to ensure you get the best resolution in a timely manner. When this happens, we will monitor the progress of your resolution and step in at any point if they are unable to provide a fair and reasonable resolution or if they fail to respond within five working days. We never forget that you are our customer, not theirs.
7. Gifts
If goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received and inspected by us and found to be satisfactory, a gift certificate will be mailed to you.
If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, we will send the refund to the gift giver.
The provisions in this section (7. Gifts) aside, the same return conditions apply to gifts as to any other order.
8. Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us by:
- Email to: help@aspenandbirch.co.uk
- Using the Support Form on our Website: Contact Us
- Phoning: 0330 133 2484
We’re here to help - always.
