Refund policy
Returns in brief: We accept returns so long as the request is made by email to hello@dogwoodlifestyle.co.uk we request within 7 days of receipt of the item and sent back to us within 14 days.
Items must be returned in the original packaging as it is custom made to fit the item and forms part of the purchase.
We do not refund postage costs for general returns.
RETURNS AND REFUNDS - EXTENDED POLICY
Dogwood Lifestyle Ltd. (the "Vendor") aims to guarantee your full satisfaction. If for any reason you are not satisfied with your order, you may exercise your right to return purchased products within 14 days from the date on which you received them from www.dogwoodlifestyle.com. We cannot accept returns after this time period.
Please help us save the environment from unnecessary carbon emissions by reducing the amount of returns made. If you have any uncertainties around your purchase, contact our customer care team who would be happy to help you and guide you through our product range.
GENERAL INFORMATION
You can request a return by emailing hello@dogwoodlifestyle.co.uk within 14 days from the date of delivery of your items, and ship your return within 14 days from the return request. We cannot accept returns after this time period.
Return the item in its original condition: if the item you return does not match its original condition, we reserve the right to reject the refund and the item will be returned to you. If you are returning an item that is faulty you will be sent a pre-paid postage label.
Dogwood Lifestyle Ltd does not take responsibility for damage that occurs during the return process; please ensure that the goods are well protected when returned to us.
Items must be returned in their original packaging with any swing tags attached. For ceramics the custom fit polystyrene boxes are considered an intrinsic part to the product and must be included with the return to ensure protection of the ceramic.
It is possible to make a return and get a refund, both in the case of damaged products or if the items did not meet your needs.
Dogwood Lifestyle Ltd is not able to accept responsibility for returns lost in transit and therefore we recommend all returns are sent by a method of delivery with full tracking and insurance. It is advisable to obtain and retain a proof of postage. Our recommended shipper is UPS however you may choose to return using any other courier.
Please note that all refunds and exchanges for online purchases can only be made through our website.
If you have met all the conditions requested, the Vendor will refund you the price of the products purchased. You will be notified if the returned products cannot be accepted due to failure to comply with the conditions set out above. In this case, you may choose to have the products returned to you at your own expense. If you refuse this delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.
Our Customer Service is always available to answer any question regarding your orders, returns or refunds. Send us an email to hello@dogwoodlifestyle.co.uk with your questions, we will be happy to assist you.
HOW TO RETURN AN ITEM
1. REQUEST RETURN
You will need to email hello@dogwoodlifestyle.co.uk to request a return and ensure your order is eligible and return your items to us within 14 days from return approval.
2. PRINT OUT THE RETURN FORM
You will be given a return form to send with your return, please place this inside the package. This is important so we can identify the returned items.
3. PREPARE THE PACKAGE
Put the items that you wish to return and the return form in the package. For returns from outside UK countries, please ensure any custom forms are completed and included.
If you have been given pre-paid labels attach these on the outside of the package.
4. SHIPPING FOR RETURN
Pre-paid returns: Returns can be sent through the courier recommended by the Vendor, using the pre-printed label and following the instructions enclosed in the package. This method allows the Vendor to pay for the delivery on your behalf, withholding the cost of the delivery of the products to your home from the refund. Please, arrange the collection of your return following the instructions according to the courier. You can find this information on the return label.
UPS: Contact UPS and arrange an appointment for the collection of your return. You can contact UPS via telephone by calling the UPS centre dedicated to your country at the following LINK
OTHER COURIERS: If you choose to use another courier service, we ask that you keep in mind that choosing an alternative courier can slow down the return process and the resulting refund. In addition, if you decide to use a different courier to the one indicated by the Vendor, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport. Dogwood Lifestyle Ltd (or the Vendor) does not accept responsibility for returns lost in transit and therefore we recommend all returns are sent by recorded delivery. It is advisable to obtain a proof of postage if using the Post Office.
If you decide to use a different courier to the one indicated by the Vendor, you will have to pay for the cost of return shipping upfront and you will be responsible in case of loss or damage to the products during transport.
SHIP TO:
Dogwood Lifestyle Ltd (Returns)
124 JC Albyn Complex
Burton Road
Sheffield
S3 8BZ
U.K.
The returned items must be picked up by the courier within 14 days from the date when you return was approved.
5. REFUND
After the Vendor has received the returned products and checked that all the requirements have been met, you will receive an email confirming acceptance. Whatever the form of payment you used (e.g. credit/debit card), the refund procedure will start as soon as possible, at least within fourteen (14) days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
The refund method will follow the payment method:
CREDIT CARD PAYMENT: The refund will be made on the same credit card use for the purchase; the necessary refund time depends on your bank. Remember that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
PAYPAL PAYMENT: The refund will be visible on your PayPal account within 14 days of receiving the email confirming the refund. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.
Payment by alternative methods: The amount will be refunded using the method offered by the specific payment method please contact your credit provider for their policy.
You will receive your refund within 14 working days from the date your return is received at our warehouse. An email notification will be sent once your return has been processed. For orders cancelled prior to shipment, the refund will be made within 3 working days of the acceptance of the request.
If your order has been shipped to outside U.K., the taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.
6. ITEMS DAMAGED IN TRANSIT
In the rare instance your item has arrived damaged we will either replace or refund where replacement is not possible. In order to do this we require photographs of the damaged item and its packaging to be emailed to us so we can file a report with the courier. We cannot process the damage report without this evidence so ensure you retain the original packaging and item until informed otherwise. We would encourage you to report any damage within 24 hours of delivery. You can find full details here of the evidence we will require.
Please note, our guarantee only covers items sent directly from Dogwood Lifestyle Ltd to the customer. If you choose to use a 3rd party intermediary service, such as a parcel holding / shipping company this is at your own risk and excludes the transaction from our guarantee.
In addition if you choose to use the 'sign online' option with UPS for your order then you are agreeing to let UPS waive liability for loss or damage. If you do this it is at your own risk and also voids our guarantee.
7. FAULTY ITEMS
If you have any questions or complaints about the product, please contact us by emailing our customer service team hello@dogwoodlifestyle.co.uk
U.K. LAW: We are under a legal duty to supply Goods that are in conformity with this contract and the applicable legislation and regulations where necessary. You will need to provide proof of purchase. We can only accept returns submitted by the original purchaser. See the box below for a summary of your key legal rights in relation to the faulty products. Nothing in these terms will affect your legal rights:
- We would encourage you to report any faults within 24 hours of delivery (please note, if you do not report the fault within this time frame your legal rights set out below will remain unaffected within U.K).
- up to 30 days: if your Goods are deemed to be faulty, then you are eligible for refund.
- Up to 6 months: if your Goods present a fault which would have existed at the point of purchase, we will offer a repair, or replacement at our discretion. Once we have received the faulty item, we will carry out a thorough investigation and contact you with our outcome.
- After 6 months from the date of receipt, you will be obliged to provide sufficient proof that the fault would have existed at the point of purchase. We may offer a repair, or replacement at our discretion.
8. CANCELLATIONS
For orders not yet dispatched you may request a cancellation.
In stock orders - Must be requested within 24 hours, after this time your order will have been passed to dispatch and cannot be recalled, there will be no cancellation charge.
Pre-order items - These items are made to order at your request therefore if cancelled there will be a 25% cancellation fee of the unit price. Shipping costs may be refunded.
Custom order items - Custom order items are made uniquely at your request and as such cannot be resold, therefore we cannot accept cancellation of these items and you will be charged in full. Shipping costs may be refunded.