RETURNS & REFUND POLICY

Returns & Refunds

 

You can cancel your order at any time up to the shipping date (exclusions from this are personalised items and bespoke items for more information see our terms and conditions).

 

To cancel your order, please contact us by email hello@rufd.co.uk or telephone 07960089402, giving details of the goods that you would like to cancel.

 

Change of mind and you wish to cancel your order after the goods have been delivered, you will be responsible for returning the goods at your own cost. Please take reasonable care to ensure the goods are not damaged whilst in your possession, or in transit back to us or we will not refund you the full amount, we will also not refund your original shipping cost either.

 

A full refund or replacement will be issued in the case of faulty or misdescribed goods that are delivered, once we have received the returned goods, we will refund you any sum including shipping cost that has been paid by you for the goods. Please note that once we have processed your payment it can take up to 5 working days for this to appear on your statement, exclusions from misdescribed goods are the colour of products, colours of products can have some slight variations when viewing online screen colours, bench finishes can also vary slightly in production, you can request samples of finish in which will be posted out to you.

 

Products damaged in transit, delivery will need to be inspected within 24 hours and reported to us including photos attached of the damage sent to our email hello@rufd.co.uk, depending on the damage we will offer to fix the damage to your satisfaction by replacing the damaged goods, repair, or partial refund.

 

 

Guarantee Policy

 

All timber frames have a 5year guarantee.

Ensure the legs are not submerged in wet soggy soil or constant puddles. as this will deteriorate the timber quicker.

 

Our wooden products life span is 10 - 15 years plus, if care is taken and is looked after well.

 

Play feature attachments have a 2year guarantee, faulty features we will repair or replace for free as long as they have not been mistreated photos, address & contact should be emailed to us, faulty play feature attachments depending on the fault will either be sent out in the post, with instructions for installation, or installed by us within 30 days.

 

Play feature attachments broken after a 2year period can be purchased additionally and installed by us at a fee, or sent out in the post.
Mistakes made by us whilst processing your order, we will endeavour to correct the mistake within 30 days.

 

This undertaking is in addition to your statutory rights.