RETURN POLICY
At Chill House LTD customer satisfaction is our top priority
Please inform us of any issues or concerns about your order as soon as it is delivered by emailing info@chill-house.co.uk with your order number, delivery postcode and the reason of your concern.
Whatever the reason, you can cancel your online order at any time prior to delivery with no charges. All you need to do is contact us via message or email before the dispatch of your item.
You can return your order in original packaging if possible or any secure packaging you have within 30 days of the item being delivered.
The item must be returned undamaged. Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. If the item is damaged on its way back to us due to poor packaging, we will not be able to issue your full refund and will be making discretionary decision, to only partially refund, provide you with a credit note, or return the item back to you.
Remember you are responsible for the cost of returning your items to us, please contact us via phone or email if you have any questions.
For large items which required a Pallet Company for delivery, the goods must returned to us the same way (on the pallet).
To enable us to process your return efficiently we require your name, address and order number, please add this to your parcel, it can be simply written on a piece of paper or our return form.
Please return your order to
Chill House Ltd
Unit 7, Murdock Road
Middlesbrough
TS3 8TB
Once we receive your parcel, we will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, please allow 3 to 7 working days from the day of receipt in our Warehouse for your returns to be processed and for refunds to be issued.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Chill House discretion.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call us on 07432768168 or inform us via email at info@chil-house.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.
We cannot be held responsible for goods lost in transit when using or any alternative return service which are not arranged via our Customer Service team.
Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Chill House.
Please make sure to read all care instructions on a product page and leaflet and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
Please also remember that wax colours may vary due to monitor settings and the type of wood used, therefore we cannot take responsibility for colours and we recommend ordering the samples first. We cannot issue refunds if you have ordered a wrong colour.
ITEMS THAT CANNOT BE RETURNED
Bespoke orders are excluded (this will be indicated to you by one of our sale consultants at the time of purchase) - We do not accept returns and don't issue refunds for custom orders.
DAMAGED & FAULTY GOODS
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 working days of receiving the parcel.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
If you are returning a faulty/damaged item to us, you must repackage this in the original packaging and send us a photograph before we can arrange a free return.
Please note, under the Consumer Rights Act 2015, any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear, misuse and wilful neglect, inappropriate cleaning, natural characteristics of the wood including expected movement as it ages, such as bows, twists, cracks and splits,
accidental damage, exposure to extreme heat, direct sunlight / UV colour damage, smoke damage, water damage, and other events outside of Chill House control. If you alter, modify or repair the item of furniture yourself the returns are not accepted and refund won’t be issued.