Returns ~ Standard Item
All ‘standard’ items that we sell through the website are subject to The Consumer Protection (Distance Selling) Regulations 2000. ‘Standard’ items are ones which we class as stock products which have not been altered in any way to, you the customer’s, specification. Examples of which would be: unfinished oak flooring, unfinished oak accessories, Rubio oils and cleaning products. This is not a complete list. If you are unsure of whether a product is ‘standard’ or ‘bespoke’, please contact us for more information.
‘Standard’ products can be cancelled within 14 days of receipt. You then have 14 days to return the goods to us, at your own cost. You will be fully responsible for the safety of the goods until they are returned to our possession. We will then process your refund within 14 days. All goods must be returned unopened and in a resalable condition. Your original carriage charge (if applicable) will not be refunded. Full details of the The Consumer Protection (Distance Selling) Regulations 2000 can be fond here.
Returns ~ Bespoke Item
All ‘bespoke’ items sold through the Rafe Olsen website are subject to the same strict guidelines as set out in The Consumer Protection (Distance Selling) Regulations 2000, but with the activation of one major clause:
Exceptions to the right to cancel
13 – (1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts:
c) for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly
This means that where goods have been altered from ‘standard’ to ‘bespoke’, they will become non-returnable and non-refundable. Due to the timescale involved in producing ‘bespoke’ items, Rafe Olsen will provide a 24 hour cooling off period from the time that the order is placed. After this time has elapsed, production will begin and the right to cancel will be removed. This will not affect your statutory rights with regards to damaged goods.
Examples of ‘bespoke’ items include: all flooring with a colour/finish applied and all accessories with a colour/finish applied. This is not a comprehensive list. If you are unsure whether an item is ‘standard’ or ‘bespoke’ please don’t hesitate to contact us.