Refund policy
Returns & Refund Policy
This policy applies to orders placed at simplywooduk.com with Abloom Limited, trading as Simply Wood. It sits alongside your legal rights and does not replace them.
At a glance
| Returns accepted | Yes - both for faulty goods and for change of mind |
|---|---|
| Return window | 14 days from delivery to tell us, then a further 14 days to send the goods back |
| Exchanges | Yes, within the same 14-day window, subject to availability |
| Condition required | Unused and re-saleable, in original packaging where you still have it |
| Return methods | Post the item back yourself, or ask us to quote for a collection on larger goods |
| Restocking fee | None. We do not charge one |
| Who pays return postage | You, if you have changed your mind. Us, if the goods are faulty, damaged or not as described |
| Refund issued within | 14 days of us receiving the goods back, or 14 days of you proving you have sent them, whichever is earlier |
| Not returnable | Bespoke and made-to-measure goods, unless faulty or not as described |
Your right to cancel
If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most orders without giving a reason.
- You have 14 days from the day after the goods are delivered to tell us you wish to cancel.
- Where an order is delivered in separate parts, the 14 days run from the day after you receive the last part.
- You then have a further 14 days from telling us to send the goods back.
To cancel, email support@simplywooduk.com or call 0800 118 5141 with your order number. A clear statement that you are cancelling is enough — you do not need to use a particular form, though you may use the model cancellation form set out in the Regulations if you prefer.
Cancelling before dispatch
If your order has not yet been dispatched, you can cancel it yourself from your account, or by emailing support@simplywooduk.com or calling 0800 118 5141. There is no charge and no reason is needed. Once an item has been dispatched, the 14-day cancellation right above applies instead.
Refunds
- We refund you within 14 days of receiving the goods back, or within 14 days of you supplying proof that you have sent them, whichever is earlier.
- Refunds are made to the original payment method. We do not charge a restocking fee or any other fee for issuing a refund.
- We refund the price you paid for the goods plus the £4.99 outbound delivery charge if you paid one. We only offer a single delivery service, so there is no upgrade to deduct.
- Where only part of an order is returned, the outbound delivery charge is not refunded.
Return postage
If you are returning goods because you have changed your mind, you are responsible for the cost of return carriage. Please obtain proof of posting. For larger items such as furniture, planters and raised beds, we can quote for a collection - contact us before arranging your own carrier, and we will tell you the cost.
If the goods are faulty, damaged in transit, or not as described, we cover the cost of return or collection. You will never be asked to pay to return an item that is not as it should be.
Condition of returned goods
You may handle and inspect goods as you would in a shop. If the value of the goods is reduced because you have handled them more than was necessary - for example, an item has been assembled, treated, fixed in place or used outdoors - we may deduct an amount from your refund to reflect that reduction in value. Please return items in their original packaging where you still have it.
Items exempt from the cancellation right
Products available to buy online are stock items and are delivered within 3–5 business days from dispatch. Custom-size and bespoke products are supplied separately by quotation and are not available for direct online purchase.
The 14-day cancellation right does not apply to goods that are made to your specification or clearly personalised. This includes items cut to a bespoke size, custom-built planters and raised beds, and anything engraved or made to a customer drawing. In practice we go further than the law requires: you may cancel a bespoke order free of charge at any point before production starts, and we refund anything you have paid in full. Because bespoke work is arranged by written quotation rather than bought from the shop, this exemption is set out in your quotation before you pay anything. This exemption does not affect your rights if a bespoke item arrives faulty or not as described.
Faulty or damaged goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery, you have the short-term right to reject faulty goods for a full refund.
- Up to six months, you may ask for a repair or replacement; if that fails, you are entitled to a refund.
- Up to six years (five in Scotland), you may still have a claim where goods have not lasted a reasonable time.
Please tell us about transit damage as soon as you reasonably can, with photographs if possible, so we can resolve it quickly.
A note on timber
Our products are made from natural timber. Variation in grain, colour and knot pattern, and some movement, small surface cracks or resin bleed as wood seasons, are normal characteristics of the material and are not faults. Timber will also weather and grey over time unless treated. This does not affect your rights if an item is genuinely defective.
Return methods
There are two ways to return an item to us:
- Send it back yourself by post or your own courier, to the returns address below. Please obtain proof of posting.
- Ask us to arrange a collection, which we recommend for furniture, planters, raised beds and anything else too bulky to post. Contact us first, and we will quote the cost before you commit.
We do not operate a drop-off or in-store return scheme.
How to return an item
- Email support@simplywooduk.com or call 0800 118 5141 with your order number and what you would like to return.
- We will confirm the return address and, for larger items, quote for collection if you would like us to arrange it.
- Send the goods to: Returns, Simply Wood, The Former Buffer Depot, Main Street, Wheldrake, York, YO19 6NA.
- We will confirm by email when your return arrives and when the refund has been issued.
Exchanges
We are happy to exchange an item within the same 14-day window, subject to availability. Contact us, and we will arrange it. If the replacement costs more, we will ask for the difference; if it costs less, we will refund the difference.
Complaints
If something has gone wrong, please contact us first, and we will try to put it right. If you are not satisfied with our response, you may be able to take the matter to an alternative dispute resolution provider or to the Citizens Advice consumer service on 0808 223 1133.
Contact
Abloom Limited t/a Simply Wood
Email: support@simplywooduk.com
Telephone: 0800 118 5141
Returns address: The Former Buffer Depot, Main Street, Wheldrake, York, YO19 6NA
Registered in England and Wales, company number 05469001