Return and Refund Policy

At Country Ways Oak Furniture Makers Ltd, each piece of furniture is carefully handcrafted or selected to the highest standards. This policy explains your rights and our procedures regarding returns, refunds, repairs, and replacements.

Bespoke and Made-to-Order Furniture

Most of our handmade Sussex furniture and bespoke items are made specifically to your order, including custom sizes, timber grades, and finishes.

Under UK Consumer Contracts Regulations, bespoke and personalised items are exempt from the standard 14-day cancellation right. Therefore:

• Bespoke and made-to-order furniture cannot be returned or refunded unless faulty or damaged.

• We will always repair, replace, or resolve any genuine faults in accordance with your legal rights.

Standard (Non-Bespoke) Items – Distance Sales

For standard items purchased online, by telephone, or by mail order:

• You have the right to cancel your order within 14 days of receiving the item.

• You then have a further 14 days to return the item to us.

• Items must be unused, in original condition, and in original packaging.

• Refunds will be processed within 14 days of receiving the returned goods.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Damaged or Faulty Items

Please inspect your furniture immediately upon delivery.

If your item arrives damaged or develops a fault:

• Notify us immediately on 01580 830066

• Email photographs to info@countrywaysoak.co.uk

• Note any damage on the delivery documentation

We will repair, replace, or resolve faulty items in accordance with your statutory rights.

Under UK law, you are entitled to remedies for faulty goods for up to 6 months from delivery, and longer where appropriate.

Repairs and Replacements

Where appropriate, we will:

• Repair the item, or

• Replace the item, or

• Provide a partial or full refund where repair or replacement is not possible

This applies only where a genuine fault exists.

Proof of Purchase

Proof of purchase is required for all returns, refunds, repairs, or replacements. This may include:

• Sales receipt

• Order confirmation

• Bank or payment statement

Return Address

Returns should be sent to:

Country Ways Oak Furniture Makers Ltd
Little Swailes Green Farm
Battle Road, Cripps Corner
East Sussex TN32 5QU
United Kingdom

Please contact us before returning any item.

Contact Details

Telephone: 01580 830066
Email: info@countrywaysoak.co.uk