We want you to be completely happy with the furniture you buy from us. Everything we sell is inspected before it goes on sale, photographed as it really is, and covered by the guarantee below. This policy explains what is covered, how to return an item and how refunds work. It forms part of our Terms & Conditions and does not affect your legal rights.
1. Our 14-day money back guarantee
If an item you buy from us:
- arrives damaged,
- has a fault that is not consistent with the condition stated on the listing, or
- is materially different from its description or photographs,
tell us within 14 days of delivery or collection and we will put it right. Depending on the item and what you would prefer, we will repair it, replace it with an equivalent item where we have one, or collect it at our expense and refund you in full, including any delivery charge you paid for that item.
After 14 days your statutory rights continue to apply. If a problem appears later, contact us and we will always try to help.
2. What the guarantee does not cover
Because our furniture is pre-owned, every listing states its condition and any notable marks are photographed and described. The guarantee does not cover:
- wear, marks or characteristics that were described or shown on the listing, or that are normal for the stated condition grade;
- minor variations in colour or finish between matching items;
- damage caused after delivery or collection, including damage during your own transport, installation or use;
- items that have been altered, modified or re-upholstered; or
- services, such as installation or clearance, that have already been carried out.
3. Changed your mind?
Consumers. If you are buying as an individual rather than for a business, you have the right to cancel an order placed online, by phone or by email for any reason within 14 days of the day you receive the goods. Tell us you want to cancel, then return the goods or make them available for collection within 14 days of doing so. The goods must be unused beyond what is needed to inspect them and in the condition in which they were delivered. You are responsible for the cost of returning them; if you would like us to collect, we will quote a collection charge and deduct it from your refund. We will refund the price and our standard delivery charge within 14 days of receiving the goods back.
Business customers. Business customers do not have a statutory right to cancel for change of mind, but we will always try to help. We may accept a return at our discretion provided you tell us within 14 days of delivery, the item is unused and in the condition in which it was delivered, and it has not been installed or assembled beyond what is needed to inspect it. Returns of this kind are subject to a collection and re-handling charge, which we will confirm before we collect, and the original delivery charge is not refunded. Large or bulk orders, items purchased on a bespoke quotation and items sold “as seen” cannot be returned for change of mind.
4. Damaged on delivery
Please check your furniture when it is delivered or collected. If anything is damaged, note it on the delivery paperwork and let us know as soon as you can, ideally within 48 hours, with photographs. This helps us resolve the problem quickly and, where a carrier is involved, to make a claim. Reporting damage later does not affect your rights under the guarantee, provided it is within 14 days.
5. How to return an item
- Contact us within 14 days of delivery on 020 8566 8596 or at info@officeedit.com, quoting your order number and the item code (for example WDW105966), and tell us what the problem is. Photographs are a great help.
- We will confirm how the return will work: a repair, a replacement, a collection by our team, or a drop-off at our Wembley warehouse by appointment.
- Keep the item safe and, where you still have it, in its packaging until it is collected or returned.
- We inspect the item when it reaches us and process your refund, replacement or repair.
Please do not send items back without contacting us first, as we may not be able to identify them or match them to your order.
6. Refunds
Refunds are made to the payment method used for the original order. Card refunds are issued within 14 days of the item being collected or returned, and usually appear on your statement within a few working days after that. Trade account customers paying by invoice will receive a credit note. Where an item is refunded we will also issue a VAT credit note so that your records are correct.
7. Buy-back and clearance
This policy covers furniture you buy from us. Furniture we buy from you under our buy-back and clearance service is covered by the offer we make following a survey; see our Terms & Conditions.
8. Contact us
Office Edit (ARI Installations Ltd)
Unit 5 Innovation Park, 89 Manor Farm Road, Wembley HA0 1BA
Telephone: 020 8566 8596
Email: info@officeedit.com