General Returns and Cancellations Policy (Excluding Fabric)

1. Order Cancellation

1.1 Stock Orders

You may cancel an order from stock at any point up to 14 days after delivery. If we have not already despatched the order you will be refunded in full. If, however, we have already despatched the order you will not be refunded for the collection charge and will be responsible for the costs to return.

 

1.2 Made-to-order Items

Where products are ‘made to order’ you have a legal right to change your mind and cancel the contract between you and us within 14 days of placing the order without giving a reason. After this, a 30% cancellation fee will be deducted from the original order value.

Please note, should you need to make any changes to your order, you will need to contact our Customer Services team via email, who will be able to advise you.

 

1.3 AAT Order Cancellation

Please note that AAT reserves the right to cancel your order if:

- There is insufficient stock to deliver the goods you have ordered;

- AAT does not deliver to your area;

- The manufacturer has discontinued the goods.

- Your order contains a product identified as having a pricing or product description error

 

2. Refunds

2.1 Stock Orders

Your consumer rights entitle you to a full refund if you request one in writing within 14 days of receiving the goods (this includes any delivery charge). However, you will be responsible for the costs to return, and charged:

2.1.1 Small Items

- A 30% cancellation fee of the original order value (excluding delivery).

- For any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products.

2.1.2 Large Items

- For the return carriage (this may be up to 25% of each item)

- A 30% cancellation fee of the original order value (excluding delivery).

- For any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products.

2.2 Made-to-order Items

For items which have been specifically manufactured for you, You are entitled you to a refund if you request one in writing within 14 days of receiving the goods. However, you will be responsible for the costs to return, and charged:

2.2.1 Small Items

- A 30% cancellation fee of the original order value (excluding delivery).

- For any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products.

2.2.2 Large Items

- For the return carriage (this may be up to 25% of each item)

- A 30% cancellation fee of the original order value.

- For any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products.

2.3 Once we have received and inspected your returned items, we will email you to confirm receipt, your options and the amount of any refund due. Refunds may not be instant as certain payment providers have a clearing time to process the refund, this should take no longer than 14 days.

 

3. Faulty / Damaged items

We make every effort to select and sell products of the highest quality and to deliver them to you in perfect condition.

We recommend that you check your order as soon as it is delivered as this helps to avoid any doubt for items damaged in transit. For furniture deliveries we will ask you to sign a form confirming that the item was received in good condition.

If your item does prove to be faulty or damaged or you feel it does not match the specifications laid out on the AAT website, you have 30 days in which to contact our Customer Service team by sending an email to customerservices@allabouttweed.co.uk along with photos and a description of the damage/fault. The team will discuss options with you which might include:

- a return and refund

- an exchange

- arranging for a technician to attempt to fix the fault

In the event of a return due to fault or damage caused by All About Tweed or our carrier partners, we will refund your order in full including any delivery charges and will pay for the return postage or pick-up.

 

4. Returns Process

If you have agreed with us that a return of goods is the appropriate course of action, the returns process is detailed below.

4.1 Small items (excluding Fabrics - see separate policy) such as lampshades, cushions and footstools follow these steps:

- Within 14 days of delivery, please send an email to our Customer Services team at customerservices@allabouttweed.co.uk with your order number and details of the items you would like to return.

- Please wait for confirmation from us before returning your items.

- Note the items are your responsibility until they reach our warehouse, so please make sure they are well packed using the original packaging and using a delivery service which requires a signature to ensure that you have proof of return. The cost of returning an item is at your expense.

- Once we have received and inspected your returned items, we will email you to confirm receipt, your options and the amount of any refund due.

- Ensure that the item(s) for return are available for collection within 14 days of the cancellation,

- Refunds can only be made to the same card used to make the original purchase.

- Refunds may not be instant as certain payment providers have a clearing time to process the refund, this should take no longer than 14 days.

 

4.2 Large item collection

Large items includes all furniture such as sofas, armchairs, dining chairs and headboards - follow these steps:

- Send an email to our Customer Services team at customerservices@allabouttweed.co.uk quoting your order number and details of the items you would like to return,

- Ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse,

- Ensure that the item(s) for return are available for collection within 14 days of the cancellation,

- We will arrange for the collection of your returns with our carrier partner, who will contact you to arrange a convenient date for pick-up,

- Once we have received and inspected your returned items, we will email you to confirm receipt, your options and the amount of any refund due.

- Refunds can only be made to the same card used to make the original purchase.

- Refunds may not be instant as certain payment providers have a clearing time to process the refund, this should take no longer than 14 days.