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Returns Policy

April 2018

(This Returns Policy is applicable for Drop-ship ONLY)

The returns policy, along with our full Terms & Conditions must be read, understood and followed to enable us to successfully process your returns claim. 

Standard Operating Procedure for Returned Items

  • All returns must be in the original packaging and in the same condition as it was received.
  • All returns must be submitted with complete information within 48 hours of your delivery.
  • All returns must be submitted on your trade account under ‘My Returns’ tab
  • Returns submitted over emails are not entertained
  • Incorrect and incomplete notified returns may not be processed.
  • All returns will be QC checked before a credit is issued.
  • Courier Company will only collect the approved return and not from your email request.
  • Please refer to the ‘Handmade Goods’ policy section under Terms & Conditions
  • Please refer to our Terms and Conditions for our full returns policy.

Defective Goods and Returns

In the unlikely event that the Goods do not conform to these Terms, please let us know immediately after delivery and follow the below Standard Operating Procedure (SOP) –

  • Notify us no later than 48 hours from the receipt of the order.
  • All returns must be submitted on your trade account under ‘My Returns’ tab
  • Always quote the Product Code number & PO number.
  • Attach any relevant pictures and a brief explanation of the issue
  • We aim to process the request and revert within 2-5 business days.
  • Depending on the outcome we would like to inspect or collect the Goods on a date agreed between us and once we have checked that the Goods are faulty, we will:

(a) Issue a credit note; or

(b) Issue a discount (c) Provide you with a full or partial refund; or (d) Replace the Goods; or (e) Repair the Goods.

These Terms will also apply to any repaired or replacement Goods we supply to you. If we are not satisfied with the defect specified by you / your customer; we will not expect a return.

All refunds are processed within 14 days and for the safety and security of your account; we would only credit back the money from the original bank account against which the purchase order was paid.

Sale or Return

Goods are NOT sold on a ‘sale or return’ basis. If there is a change of mind on your end or customers end; we will not accept a return. Drop-ship customers must understand their legal obligation before placing an order with Artisan Furniture. The 14 days legal cooling off period is NOT applicable on us because we are trade only website and any such obligations must be met & fulfilled between the trade account holder & their end user / customer. We have no responsibility or liability whatsoever regarding the legal 14 days cooling off period as our agreement is set out between Seller (Artisan Furniture) and Buyer (valid trade account holder) and doesn’t cover the end user, if applicable.


Bespoke Orders

  • We do not accept cancellation, refund or replacement of bespoke products at any


Back Orders

  • Once executed; back orders are treated like normal ‘standard’ orders and therefore the same Standard Operating Procedure and returns policy is applicable.

Handmade Goods

100% of our products are hand-crafted individually. Further most of our products are hand-made from solid wood hence variation in size, color, finish, fabric (for upholstered goods), texture, natural grain pattern, knots, movement of timber etc are an integral part of the way products are naturally made & promoted. We strongly recommend you to ensure that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret, will NOT treat any of the above variations as defect, as these are natural occurrences.



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