Return & Exchange Policy
Eligibility Requirements
Returns/exchanges must be initiated within 14 days of delivery (per Consumer Rights Act 2015) and meet these family-friendly criteria:
Eligible Items
- Unused, Unassembled Furniture: Children's Beds, Desks, or Toy Cabinets in original packaging (including all parts, hardware, assembly manuals, and safety labels). Assembled furniture cannot be returned—disassembly risks structural damage (critical for child safety).
- Faulty/Damaged Items: Products with manufacturing defects (e.g., broken bed slats, wobbly desk legs, toy cabinet drawers that won’t close) or shipping damage (e.g., dented bed frames, cracked desk surfaces).
- Incorrect Items: Receiving a product that doesn’t match your order (e.g., a single bed instead of a toddler bed, a pink desk instead of blue, a toy cabinet with fewer drawers than ordered).
- Safety Concerns: Items that fail to meet UK child safety standards (e.g., bed guardrails that don’t lock, toy cabinet with small parts that pose a choking hazard)—we prioritize these returns.
Non-Eligible Items
- Assembled Furniture: Any bed, desk, or toy cabinet that has been fully/partially assembled (even if disassembled later—safety cannot be guaranteed for reassembled furniture).
- Used Items: Furniture with signs of use (e.g., bed mattress stains, desk pencil marks, toy cabinet scratch marks) or missing parts/hardware.
- Custom Items: Made-to-order furniture (e.g., a bed with specific dimensions, a desk with a child’s name engraved) without defects—changes of mind or incorrect size requests (due to customer-provided room dimensions) are not accepted.
- Final Sale Items: Products marked “Final Sale” (e.g., clearance beds, display desks, discontinued toy cabinets).
- Damage from Improper Use: Furniture damaged by child misuse (e.g., jumping on bed slats, standing on desk surfaces) or incorrect assembly.
How to Initiate a Return/Exchange
- Submit a Request: Email sass_wholes_3l@icloud.com with:
We approve/deny requests within 2 business days and provide a Return Authorization (RA) number if approved. Do not return items without an RA number—unauthorized returns are rejected.
- Your full name, order number, and delivery address.
- Product details (e.g., “Toddler Bed with Guardrails (White),” “Ergonomic Desk for 5–7 Years (Blue)”).
- Reason for return/exchange (e.g., “faulty bed slat,” “incorrect desk size,” “safety concern”).
- Supporting evidence:
- For faulty/damaged items: Clear photos/videos of the defect (e.g., broken bed leg, cracked desk top) and original packaging (if shipping damage occurred).
- For incorrect items: Photos comparing the received product to your order confirmation (e.g., size labels, color differences).
- For safety concerns: Photos of the safety issue (e.g., loose guardrail) and a note on why it risks your child.
- Prepare the Item:
- Repack in the original box with all parts (screws, slats, drawers) and manuals. Missing parts may result in a 10–15% restocking fee (to replace child-safe hardware).
- Attach the RA number label (provided via email) to the box—cover old shipping labels.
- For large items (e.g., single beds): Use the original protective padding (foam, bubble wrap) to prevent damage during transit.
- Arrange Return Shipping:
Return Address: [Insert Store Address Here—add if available; if not, email sass_wholes_3l@icloud.com for details]
Items must arrive at our warehouse within 10 days of RA approval—delays may affect eligibility.
- Small Items (Toy Cabinets <80cm, Small Desks):
- Faulty/incorrect items: We send a pre-paid return label (Royal Mail Tracked 48)—drop off at your nearest post office within 7 days.
- Change of mind: You pay return shipping (£9.99)—use a tracked service and share the tracking number with us.
- Large Items (Beds, Large Desks, Toy Cabinets ≥80cm):
- Faulty/incorrect items: We arrange a furniture courier (e.g., ArrowXL) for free pickup—schedule within 7 days (couriers offer 2-hour windows for family convenience).
- Change of mind: A £29.99 pickup fee applies (covers heavy-item handling)—deducted from your refund.
Refund & Exchange Timelines
- Refunds: Processed 5–7 business days after we inspect the item. Refunds include:
- Faulty/incorrect/safety-risk items: Full product price + original shipping fee (no deductions).
- Change of mind: Product price minus return shipping/pickup fees (£9.99–£29.99) and 10% restocking fee (to cover repackaging for child safety).
Refunds go to your original payment method—banks may take 1–3 extra days to credit funds.
- Exchanges:
- Same-product replacement (e.g., new bed for faulty one): Shipped within 3–5 business days of inspection—free shipping.
- Different product exchange (e.g., swap toddler bed for single bed): Processed once the return is verified. Pay the price difference (if new item is more expensive) or get a partial refund (if cheaper). New items ship within 3–5 business days.