RETURNS POLICY

Please note there are several important points which we strongly advise you read below before we take payment for any goods. By sending payment (part or full) it will mean you automatically wish to enter you into a legal binding contract with Grayson House Interiors under all the terms and conditions including returns, cancellations and refunds policies as stated on this website. The contract will be binding upon receipt of payment by Grayson House Interiors unless Grayson House Interiors declares at any time by any communication method that the order has not been accepted. In which case Grayson House Interiors will refund any funds owing – please see full Terms and Conditions.

CANCELLATIONS, RETURNS & REFUNDS: UNSUITABLE ITEMS

AN IMPORTANT NOTE!

Made to order items

Please be aware that almost all the products for sale are made to order for you and we commission the manufacturers almost immediately using your payment in order not to delay the lead times. Once the manufacturing process is beyond the 7th working day (your statutory rights) from your Order acceptance you are NOT able to cancel this contract and you will be liable for the full balance of the item plus delivery and any other charges which are normally applied when the item is ready for dispatch to you. If you are unsure as to whether an item is being made specifically for you please ask one of our sales advisers before ordering.

Unsuitable Items

We hope that you are delighted with your purchase from Grayson House Interiors. However, if you would like to return an item because it is unsuitable please be aware that almost all the products for sale are made to order for you and therefore cannot be returned once the items have been commissioned unless it is faulty or Grayson House Interiors has made a mistake with the order. Your statutory rights are not affected, however, please be aware that UK Office of Fair Trading laws and guidelines such as the Consumer Rights Act 2015 (and previously the Distance Selling Act and the Sale of Goods Act 1979), clarify that standard return terms DO NOT APPLY when you enter into contract for an item which is made for you.

We feel sure you can understand that it is precisely because we offer such flexibility in finish options and rare crafted goods rather than mass manufacture, that it makes a product bespoke for you alone. And for that reason, we are subsequently unable to resell such individual items in your pre-configured state.

Contact us prior to purchase if you are in any doubt whether an item is returnable if unwanted. We will do our utmost to accommodate, but please read this page in full.

How to Cancel?

To cancel an order please contact our customer service team by emailing contact@graysonhouse.co.uk or call 02838022101 IMMEDIATELY. Please note that as per your statutory rights you are entitled to cancel this contract and receive a full refund no longer than 7 working days after the day on which your initial order is received with Grayson House Interiors unless delivered items are proved to be faulty or we believe Grayson House Interiors has made a mistake with the order.

Please see Product Fault, Damages & shortages and Order Anomalies for exceptions.

PRODUCT FAULTS, DAMAGE, SHORTAGES & ORDER ANOMALIES

Check for faults when Delivered

Our delivery experts are a trusted set of specialist companies with the aim and experience to ensure your goods are not only handled with care but are delivered respecting your property and surroundings to a favoured room location and position (we have to say “within reason” – usually ground or the first floor) where they will do light assembly (e.g. attach doors) and remove packaging as part of the standard service. Note: Please contact us should any more complicated installation or assembly be required, where our team will no doubt be able to assist.

On receipt of the goods, please note that it is your responsibility to check the goods for any faults, damage or shortages and record any problems on the delivery receipt. If the item is badly damaged, refuse it and contact us immediately. Any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible within 48 hours of receipt of goods by emailing contact@graysonhouse.co.uk or call 028 3852 5405. Any subsequent discoveries Clear photographic evidence will need to be provided, showing the damage/fault and ideally any evidence of how it was likely to have been caused (tears to packaging etc).

Important note: in most cases, our delivery teams will be insistent that the items are inspected at the point of delivery before they leave – for their satisfaction as much as yours. As the customer will be signing to accept the goods are in perfect order it is much easier for any subsequent claim and speed of resolution if the delivery company is present and can witness any issues immediately and to aid the speed of resolution by immediately taking back rejected items. We understand that for larger projects it is sometimes preferable to store items until ready. However, if you choose to store the goods unopened you have a maximum of 48 hours in which to report any issues. If you find an issue regardless of packaging state that is outside the 48 hours from the delivery window, we cannot be held responsible and it will not be possible to pursue a subsequent claim. Your statutory rights are not affected.

If an item is rejected by the customer and is subsequently found not to be of fault, the customer will be liable for the full cost of re-delivery. In order to complete the purchase contract the item will need to be delivered (a refund is not possible under these circumstances). We will obtain at least one quote to redeliver, however, the customer is also able to arrange their own collection from our distribution companies location (contact us to find out where your item will be located). Please note that liaison will be required in order to expedite a convenient pick-up time and storage location preparation. 

*Note for natural finished goods characteristics and colour variations.

Whilst every effort will be made at the time of purchase to colour match items (where more than one item in a range is ordered) we cannot be held responsible or guarantee there will not be minor variations in finish and colour. This is especially applicable to products made from animal skins.

Leather

The leather is a natural product and each hide will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. Grayson House Interiors selects only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather furniture.

Wood

With exposure to light and air, cherrywood, maple and oak will mature to a deeper colour. This will be most pronounced in cherrywood, which mellows to a deep copper colour. For this reason, objects placed on surfaces could leave ‘shadows’ when removed. Should this happen, exposure to daylight will eventually darken these paler areas.

In addition, some products which are produced in natural finishes such as WOOD and LEATHER are susceptible to unique characteristics such as knots, grain, minor colour differences, repaired scars etc. These are not deemed inherently as Faults but should be embraced as signs of a truly natural product.

REFUND PROCEDURE

In order to arrange a refund, return or exchange, you will require a returns authorisation code. You can obtain this by simply emailing: contact@graysonhouse.co.uk or call 02838022101. You will receive a reply with a returns authorisation code (RAC) which you will need to quote on all subsequent correspondence and instructions regarding how to proceed with the product return.

Who pays for returning the item to Grayson House Interiors?

In line with the Consumer Rights Act 2015 the purchaser will need to cover the cost and arrange for the safe return of the goods unless there is a fault. 

Furniture Items:

• Grayson House Interiors need to be informed of your cancellation request within 7 days of receipt of the order. It must be in writing by post, or email – a telephone conversation or voicemail will not be sufficient alone.

• We can arrange to collect this item from you. Contact us for a quote, however, we will require cleared funds for the appropriate collection charge before the procedure and your refund window may be affected.

Non-Furniture Items which are not ‘Made to order’:

• Goods need to be returned to us within 28 days of receipt of the order.

• We recommend using a registered service when returning non-furniture items to us and retaining the proof of postage as we may require signed proof of delivery. Grayson House Interiors is not responsible for returned goods being lost or damaged in transit.

• Goods must be returned with your packing slip and RAC returns code.

Where do I send it?

Please contact us for specific return address instructions. In order to save time on returning your refund and limit unnecessary transit chains with multiple carriers, we may ask for you to ship items directly to the individual supplier.

If we decide it is preferable ordinarily we will ask you to ship it to our main carrier's depot to await inspection.

Please contact us for the correct and most appropriate address.

• The goods must arrive back with us in a fully re-saleable condition with original product packaging (where possible, or equivalent suitable protection) and instructions where appropriate.

• You will be reimbursed to the payment card with which you paid for the goods once the goods have been received back into our Distribution Centre and inspected.

Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods. If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item or deduct up to 70% of the original selling price from the refund amount.

*Restrictions – we are unable to offer a refund or exchange on perishable items, toiletries or any products which we deem to have been used or not in their original packaging.

When will I get the refund?

For items which are covered by our above returns policy:

• Once the item has arrived back to our Warehouse for inspection and we are satisfied the item is in a re-saleable condition as expected we will refund the original payment method taken within 30 days if our terms are met.

• If defects, damages, breakages or issues are found which we believe were not inherent when the goods arrived with the purchaser, we may deduct a reasonable sum from the refund in order to reflect the resale value and discount required.

Grayson House Interiors does not accept any responsibility for the lost working time, loss of earnings or other such liabilities in the unlikely event of a delivery being incorrect, delayed or postponed.

To view all our terms and conditions of business, please visit; Terms and Conditions