Cancellations, Returns & Exchanges

Cancellations, Returns & Exchanges

This policy sets out the cancellations, returns and exchanges policy for goods purchased through the online store operated by Blue Island Home Ltd.

Cancellations

If you want to cancel an order you have placed, please send us an email within 24hrs to service@blueislandhome.co.uk

We will cancel and refund your order to the payment method you used to make the purchase within 48hrs.

Returns

1. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made.

You will not be entitled to a refund of the cost you incur in returning the item to us.

2. Non-returnable items are:

  • Custom-made or bespoke items. This includes any item made to a non-standard specification especially for you (custom size, colour, etc).
  • Products sold as seconds, ex-display or otherwise described as non-returnable.

3. You may properly examine the goods for 14 days as you would had you visited our workshop. However you may not return any goods that have been installed unless they are faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging to protect against damage in transit.

4. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

5. Where you would like to return a product you have purchased, please contact us to let us know that you will be returning the item.

You can use your own courier or we can schedule a collection. If we organise the return delivery then we will deduct the return delivery charge from your refund. Return delivery costs vary depending on your location and may be more than the original shipping cost that you paid.

6. Once your return is received and inspected we will contact you to let you know whether your refund will be processed in full or not, and credit your original method of payment.

We will only issue a partial refund if:

  • There are obvious signs of use, (eg marks from AV equipment feet) such that the item cannot be re-sold as new.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Is damaged during the return delivery due to inadequate re-packaging (unless it is collected by a two-man courier service who have wrapped it for return).

7. We will refund all monies paid to us by you including any postage / carriage within 14 days, less any costs due under this contract.

8. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

9. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

10. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

EXCHANGES

If you wish to exchange your item for another one then you will be required to return the item to us as per Paragraph 5 above and place a new order for the item you want to exchange it for.

Once your return is received and inspected, we will contact you to let you know whether your refund will be processed in full or not, and credit your original method of payment.

We will only issue a partial refund if:

  • There are obvious signs of use, (eg marks from AV equipment feet) such that the item cannot be re-sold as new.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Is damaged during the return delivery due to inadequate re-packaging (unless it is collected by a two-man courier service who have wrapped it for return).

If you want to exchange a swappable component (eg legs) then you just need to cover the cost of delivery and return of the ones you want to swap, and pay any difference in price. The returned items must be repacked safely and returned to us in good condition. Just contact us and we will send you a link for payment.

FAULTS

If an item becomes defective due to a manufacturing fault (not due to wear and tear, misuse or natural movement and ageing of wood) within the following 12 months we will also refund, repair or replace it (subject to availability and practicality).

By the very nature of both the materials we use and the handmade nature of our manufacturing process, our pieces could contain any/all of the following characterful/natural traits:

  • Small ‘chip out’, ‘tear out’, or marks from the machining and manufacturing processes in the Workshop
  • Splits in the wood due to natural expansion and contraction
  • Knots and medullary rays
  • Natural colour variation

These should be expected within each piece as an inherent and unavoidable characteristic of solid wood furniture. We cannot offer refunds, reimbursements, discounts or compensation for such features.

All our wood is kiln-dried to a humidity of 8-10% moisture content. However wood remains a hygroscopic material, constantly adapting to changes in its surroundings by absorbing or releasing moisture. When moisture content decreases, the wood shrinks, and with an increase, it swells. This natural movement may lead to warping, shakes opening or closing, and joint separation.

The rate at which wood absorbs moisture from the air is influenced by temperature and air humidity. For example, exposure to heat in a dry environment, such as near a radiator, will cause moisture to be released and can cause the wood to dry suddenly in an uneven manner. Furthermore, all wood can react to (UV) sunlight, temperature variations, and changes in air humidity.

In our design process, we do consider the inherent movement of wood to try and minimise the effects. However, we cannot be held responsible for changes in the wood due to environmental factors once the delivery has been received. Such changes are not considered manufacturing faults under the terms of the item’s warranty.

Customers are encouraged to take responsibility for the proper care of their piece(s) by keeping them in a suitable environment. Maintaining a suitable environment is crucial to ensuring the longevity and quality of your piece(s) of furniture.

Our furniture is not suitable for outdoor use, use in bathrooms, humid environments or environments with temperature fluctuations, unless specified.

Our furniture is designed and manufactured for storing on a perfectly flat surface. Uneven surfaces can cause twisting and movement in both the materials and the hardware (e.g. doors to hang misaligned). We cannot be held responsible for issues that arise as a result of storing items on unsuitable surfaces. Any issues that occur as a result would not be deemed a manufacturing fault under the terms of the item’s warranty.