Gecko Furniture UK LTD, T/A Order Office Furniture.co.uk primarily supplies goods to business customers. Returns are not generally accepted for business-to-business transactions. In compliance with the UK Consumer Contracts Regulations, a statutory right of return applies only to sales made to individual consumers.
Consumers may return eligible goods within 14 calendar days from the day after delivery, subject to the following conditions:
-
The goods must be returned in their original packaging, unused, unassembled, and in the same condition as received.
-
The customer is responsible for all return shipping costs. Where collection is arranged by Order Office Furniture.co.uk, the collection charge will be deducted from the refund. Collection charges are available on request. A restocking fee of a minimum 15% of the invoice value is applied.
-
Once dispatched, orders cannot be cancelled. Refusal of delivery will be treated as a return, and return shipping costs will be deducted from the refund.
-
Goods must be returned with all original components and accessories. Any damage, marking, incomplete returns, or signs of use will result in either the goods being returned to the customer at their expense or a minimum surcharge of 25% of the invoice value being applied.
Exclusions
The statutory right of return does not apply to:
-
In-store sales, where the customer has inspected the goods prior to purchase, whether the transaction was completed in-store, online, or by telephone.
-
Special order goods, including any item commissioned, manufactured, imported, or ordered specifically to the customer’s requirements.
-
Business-to-business sales.
Order Office Furniture.co.uk reserves the right to deduct from any refund the cost of any enhanced delivery or installation service requested by the customer that exceeds standard kerbside courier delivery.
How do I return my order?
To initiate a return, customers must email info@orderofficefurniture.co.uk quoting their Order Office Furniture order number within 14 calendar days. Return requests will be reviewed and processed within 24–48 hours. Where applicable, a returns form and returns authorisation number will be issued; this number must be clearly affixed to the returned goods to enable identification and processing of the refund.
Customers must not write directly on the product packaging. A small, securely attached label is sufficient. All returned goods must be in new, unused condition, complete with the original packaging, instructions, and any included fittings or accessories, with all component bags unopened.
Refunds will be processed within 14 days of receipt of the returned goods at our warehouse, subject to inspection and verification of condition. Returns will not be accepted where goods have been assembled, modified, or otherwise altered. Where returned goods are received in a non-saleable condition, additional charges may be applied, or the goods may be returned to the customer at their expense.
What happens if your order is Damaged, Faulty or Parts are Missing?
We only stock products from major manufacturers who perform all kinds of drop tests to check the packaging is good enough to protect their products so damage in transit is very low.
However, if you are unfortunate enough to receive a damaged product then don’t worry we will replace the damaged part or the whole unit depending on the severity of the damage.
Once you sign for the delivery it is signed as delivered in good condition unless you say it is damaged. Please write on the delivery note or driver's handheld device that the item is damaged even if it appears to be only cosmetic damage to the box. This is extremely important to allow us to claim for any damages. If the damage appears to be significant then you can refuse the delivery and the item will be returned to us. We will then organise for a replacement to be sent out at no extra cost to you.
Any goods received in a damaged condition will be replaced as soon as reasonably possible. Customers must submit photographic evidence of the damage to info@orderofficefurniture.co.uk within 48 hours of receiving the order to enable us to process the replacement promptly.
In the event that an item is found to be faulty, Order Office Furniture.co.uk will, at its discretion, either replace the defective part or supply a complete replacement item. Such replacements will, where possible, be carried out using our own delivery vehicles rather than third-party couriers. Customers wishing to return faulty goods must ensure that the item is returned in its original packaging. Photographic evidence of the alleged fault will be required from both the customer and Order Office Furniture.co.uk to establish the facts prior to authorising a return or replacement. The alleged fault will be inspected and must be verified before a full refund can be processed. If no fault is found upon inspection, the return will be treated as a standard return in accordance with the Returns Policy above.
In the event of any missing components, including but not limited to fixings or fittings, Order Office Furniture.co.uk will arrange for the missing items to be dispatched at the earliest opportunity using the safest and quickest courier service reasonably available. We usually respond to emails within 24-48 hours.
