Refund & Returns Policy

We want you to be completely happy with any purchase from Ashpinoke, however, should you wish to return your goods we will provide a full refund of the purchase price of the goods. (Excluding original delivery charge and any collection charge if applicable) and subject to certain conditions detailed below.

  • Any returns must be notified to us via e-mail (info@ashpinoke.co.uk) or a  phone call to our office (02038377555) within 7 days of the delivery date. The e-mail will need to have the following information provided:  your order reference number, the product you are returning and the date you ordered.

  • The item must be in the same condition that you received it, unworn or unused, unassembled, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. The goods must be in a resaleable condition as brand new. They should show no signs of assembly and be in their original packaging.  If the goods are returned not in the condition for it to be resold as brand new, we will not accept the goods back and the refund will not be done.

  • Please note we are unable to take back items that were delivered flat packed and have since been made up within the 7 days return policy, even if they have been dismantled.

  • Incorrectly ordered items or cancelled orders cannot be returned.

  • Customers must open packaging in a manner that can easily be put back together and that all items are checked before assembling. Goods that show any sign of assembly cannot be returned. Items that are returned incomplete will not be credited and this includes fittings, knobs, etc.

  • Risk of goods belong to the customer as soon as the goods are unloaded off delivery vehicles.

  • Returned goods can only be accepted by our drivers if authorised by Ashpinoke in advance. Drivers will only collect items which have not been assembled, in their original packing and on receipt of an authorised returns form. If goods are to be returned to our drivers, a detailed description for reason of return together with the invoice number must be reported in advance.
  • Ashpinoke will not be responsible for any losses occurred in the delivery of wrong or faulty goods.

  • Ashpinoke will not be liable for any losses incurred, howsoever caused, in all aspects of day-to-day running of the business.

  • Due to hygienic reasons, we are unable to accept back any mattresses that have been removed from the original packaging.

  • If your refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Damaged items

All furniture that we deliver is packed to a high standard. Our dedicated team deliver a large percentage of the furniture sold, and are quite aware of the care needed for each individual item.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Once your purchase is delivered to your property it is your responsibility to unwrap and check your item for any damage. 

Please note that we can not be held responsible for damage once you have signed and accepted the delivery. Any claims for damages must be sent to info@ashpinoke.co.uk with a picture within 24 hours of the original delivery along with a follow-up call to our office (02038377555). Any claims after 7 days from your delivery will not be considered.

Errors

While we do take great care making sure that our prices and products are all up to date, mistakes do occur, in the event that a product has been priced incorrectly we reserve the right to not make the product available for sale and/or cancel any relevant orders thereof.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


If more than 15 business days have passed since we’ve approved your return, please contact us at info@ashpinoke.co.uk or 02038377555.