Returns and Refunds

WHAT IF I DON'T LIKE THE PRODUCT I ORDERED WHEN IT ARRIVES?

 

The cancellation period will expire after 14 days from the day on which you aquire, or a third party other than the carrier and indicated by you aquires, physical possession of the last goods.

 

 

WHAT IF THE ITEM IS DAMAGED WHEN IT ARRIVES OR YOU ARE SENT THE WRONG ITEM?

 

Our specially-trained order processing team check your order to make sure it's up to our standards before we dispatch it to you, so damage is rare. But if you're unhappy with the quality*, or if we've sent you the wrong item, just contact us within 24 hours of delivery or as soon as possible**, ideally sending us a couple of photos of the damage or other issues with the product.


Our team will assess your complaint and, assuming your complaints are valid, arrange to collect the item from you and either give you a full refund, arrange for a repair, or order you a replacement. It's very important that you inspect your product upon delivery, as we'll ask you to sign a form confirming that it was received in a good condition. If you're not happy with the goods when you inspect them, note this on the form and contact us.


As much as we would love to get it right first time every time, we accept that things can go wrong from time to time. When this happens, we would always encourage you to contact our dedicated customer services team above, who really would like an opportunity to put things right for you as quickly as possible.

 

 

CAN I CANCEL AN ORDER IF I CHANGE MY MIND?

 

You have the right to cancel your contract within 14 days without giving any reason. To exercise your right to cancel, you must inform us in writing, either by fax (01902 426 921), email (sales@rootwoodhouse.co.uk) or a posted letter to : Interiors Italia t/a Rootwood House, 79a Darlington Street, Wolverhampton, WV1 4JD.

 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your excercise of the right to cancel before the cancellation period has expired.

 

If you have created an account with us, you may also use the returns form in your MY ACCOUNT section. Simply login to your account, view your order and click the returns icon located in your order details table.

 

If you need any assistance regarding cancellations you can contact our customer service team on 01902 715 985.

 

 

EFFECTS OF CANCELLATION

 

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

 

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

 

We will make the reimbursement without undue delay, and not later than –

 

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

 

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of reimbursement.

 

 

BESPOKE AND SPECIAL ORDER ITEMS

 

Please note that the right to cancel does not apply to contracts for the supply of goods that are made to the consumer's specifications or are clearly personalised. Bespoke furniture and special ordered items can only be returned or exchanged if faulty. All bespoke and special order items will be clearly indicated on the product detail page.

 

 

HOW LONG WILL MY REFUND TAKE?

 

Refunds are processed after the returned goods have been checked and will be take no longer than 14 days. For security reasons we can only return refunds to the original payment method you used to place your order.

 

 

CAN I CHANGE MY EXISTING ORDER?

 

Once you've placed an order, we're not usually able to make any changes however please contact us if you'd like to ask us about this.

 


* The natural and handmade nature of some of our products may lead to subtle differences in design, sizing and colour. These minor variations will occur from item to item adding to the unique quality and characteristics of individually crafted pieces. Any imperfections will be described and visualised in the products detail page.


** Any damages not reported to us within 14 days of delivery will not be included in our Returns and Refund Policy and will be resolved on an individual basis.