Returns & Refunds
We want you to be happy with your order, however we know that from time to time items do need to be returned. Please see below for our returns policies and how to return unwanted items.
How To Return Accessories & Lighting :
If you wish to return an item for a refund, it needs to be returned to our warehouse within 14 days from the date you received it. Products cannot be returned to us after 14 days unless they are faulty.Unwanted items will be returned to us at your own cost (with the exception of faulty or damaged goods).
IT IS NOT POSSIBLE TO RETURN LIGHTING PRODUCTS IF THEY HAVE BEEN INSTALLED OR ALTERED IN ANY WAY.
As the goods are your responsibility until they reach our warehouse, please ensure you wrap the parcel securely, preferably in the original packaging, enclosing the Returns Note.
Attach the address label that is enclosed with your documents.
*Please note this is NOT a Freepost label, the cost of returning the item is your responsibility.
Returning By Post
Please obtain a validated proof of posting from the Post Office, which you should retain until you receive your refund, as we cannot be held responsible for items that fail to reach us.
Should you not receive a return address label, returns should be posted to:
Maison Hartley Returns: 13 The Broadway, St Albans, AL4 8LW
Returning Defective Or Damaged Items
Please contact our Customer Services team if you have a faulty item.
In the first instance, you need to send a report with clear photographs to : firstname.lastname@example.org
You will need to follow the procedures above to return the item. Once we have examined the goods and confirmed they are faulty, we will refund the cost of the product, the delivery charge (if the returned items constituted the entire order) and the return postage.
Should you require a replacement item, then we will send this out at no extra charge and refund you for the cost you incurred returning the faulty item. The cost and method of you returning the item should be agreed with us in advance. If you/we have agreed to a replacement item, Maison Hartley Ltd.cannot be held responsible for any delays due to stock issues.
Refunds For Accessories
All items must be returned unused and in perfect condition, with a completed Returns Note, before we can process your refund. Once the product is back with us and has been checked, we will process the refund due to you as soon as possible and, in any case within 28 days.
Maison Hartley retains the right to refuse a refund on any item not deemed to be re-saleable.
You will be responsible for the cost of returning the product to us.
Refunds will only be given through the original payment method.
Our Refund Policy does not affect your statutory rights in respect of faulty or damaged goods.
If you return a product because you have changed your mind, Maison Hartley Ltd. will deduct the postage costs that were incurred when the product was sent to you (even if this was free of charge at the time).
How To Return Furniture
If you change your mind about large furniture items, you must notify us by email of your intention to return the products within 14 days of receiving your order. Products cannot be returned to us because they are unsuitable after fourteen days.
We ask that you return products to us unused, in perfect condition and with their original packaging. Please ensure that furniture is packed carefully.
It may be possible for us to arrange a collection from you, but please note, For all returns (except when the item is faulty), a collection charge will apply.
If you have seen an example of the product in store and then placed an order with us by way of 50% deposit or full payment, Maison Hartley Ltd. reserves the right to charge a cancellation fee of 20% of the total order if you change your mind about the product once delivered. You will also be liable for all delivery/collection charges.
Cancelling Your Order :
Once you have paid a deposit on a furniture order, the order is confirmed and cannot be cancelled without a charge or forfeiting of your deposit.
Returning Defective Or Damaged Furniture
On delivery please ensure you check the products carefully for any faults or defects. Should your furniture arrive damaged or faulty please call us while the delivery team are with you so that we can organise a replacement, a repair or a refund.
We reserve the right to repair an item rather than replacing it. We will not accept liability for visible damage not reported within seven days of delivery. Should you request a refund on faulty or damaged products we will refund in full once the goods have been returned and checked in our warehouse. If the defective products constitute the entire order the original delivery charge will be reimbursed.
As there are natural variances in wood and our furniture is finished and painted by hand, each item may be slightly different in measurements, appearance, colour and finish. We will not exchange items purely on the grounds of the character or colour of the wood or the paint finish.
Where furniture items have an aged patina and or vintage finish, this is a part of the design of the product and should not be seen as a fault. Many of our products are handmade or finished by hand not mass produced to a perfect finish.
If items are found to be defective we will, where deemed reasonable, attempt to restore the product or offer a replacement as soon as reasonably possible.
Please do not attempt to repair a damaged item yourself, we cannot accept faulty goods claims where you have amended, repaired or altered the goods yourself.
Made To Order Items And Non-Standard Paint Finishes
Please note we cannot refund any "Made to Order" items or any items with a non-standard paint finish, unless they are faulty.
We will not be able to give refunds due to unsuitability on clearance items. These items have been greatly reduced as they are old stock or slightly marked or damaged.
Return To Store Or Warehouse
You can return your furniture to our St.Albans store or to our warehouse . Due to space restrictions, large items or orders with multiple items can only be returned to our warehouse and NOT to our store. Please call our Customer Services team to arrange this.