Refund & Returns Policy

Last updated: 28 September 2026

At Daves Hardwood, we want you to be happy with your order.

This Refund & Returns Policy applies to purchases made through daveshardwood.com.

Daves Hardwood is a trading name of Hospitality Group LTD, registered in England and Wales under company number 17223126.

Nothing in this policy affects your statutory rights as a consumer.

30 Day Returns

For eligible standard products, we offer a 30 day return period from the date you receive your order.

To request a return, please contact us within 30 days of delivery at:

admin@dhw.group

Please include your order number and the reason for the return.

Our 30 day returns policy is in addition to your statutory rights.

For most standard goods purchased online, consumers have a legal right to cancel within 14 days after receiving the goods without needing to provide a reason. GOV.UK

Return Address

Approved returns should be sent to:

Daves Hardwood
Unit 1 Orchard View Ind. Estate
Hardings Elms Road
Billericay, Essex
CM11 2UH
United Kingdom

Please contact us before returning an item so that we can provide the correct return instructions.

Condition of Returned Items

Where you are returning an item because you have changed your mind, please take reasonable care of the product while it is in your possession.

The item should be returned in substantially the same condition in which it was received and, where reasonably possible, in suitable protective packaging.

Because our products are furniture, references to clothing style requirements such as “unworn”, “tags attached” or similar do not apply.

You may inspect the product in the same way you reasonably would in a shop.

Where permitted by law, we may make an appropriate deduction from a refund if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Return Shipping Costs

If you are returning an eligible item because you have changed your mind, you will normally be responsible for the cost of returning it to us unless we have agreed otherwise.

Please be aware that some Daves Hardwood products are long, heavy or oversized, so return courier charges can be significantly higher than ordinary parcel postage.

We recommend using an appropriate tracked and insured delivery service.

If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.

Standard Made to Order Products

Many Daves Hardwood products are made or finished after you place your order.

A product being made to order does not automatically make it bespoke or non returnable.

If you select from our normal range of:

• standard lengths
• standard finishes
• standard bracket options
• standard product configurations

then the product will normally still be treated as a standard product for cancellation purposes.

Government guidance specifically notes that a product assembled or produced after an order is placed is not necessarily bespoke where the customer has simply selected from a standard range of available options. GOV.UK Assets

Bespoke and Custom Products

Different rules apply to products made specifically to your individual requirements.

The statutory right to cancel does not generally apply to goods that are made to the consumer’s specifications or are clearly personalised. Legislation.gov.uk

Examples may include:

• a shelf made to a non standard length specifically requested by you
• a product manufactured to unique dimensions supplied by you
• a special finish not normally offered as part of our standard range
• a substantially modified product made specifically to your requirements
• personalised or engraved products

If an item is genuinely bespoke or personalised, we may not be able to accept a return simply because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

Damaged Orders

Please inspect your order as soon as reasonably possible after delivery.

If your item has been damaged in transit, contact us promptly at:

admin@dhw.group

Please provide:

• your order number
• a description of the damage
• photographs of the damaged product
• photographs of the packaging
• photographs of the shipping label where possible

This helps us investigate the issue with the courier and resolve it quickly.

Faulty or Incorrect Items

If your item is faulty, not as described or you receive the wrong product, please contact us as soon as possible.

UK consumers have statutory rights in relation to faulty goods. Businesses must provide appropriate remedies where goods are faulty, not as described or do not do what they are supposed to do. GOV.UK

The Consumer Rights Act also provides a short term right to reject faulty goods within 30 days in qualifying circumstances. GOV.UK

Depending on the circumstances, the appropriate remedy may include:

• refund
• replacement
• repair
• price reduction

Nothing in this policy limits those statutory rights.

Natural Timber Is Not a Defect

Our furniture is made from natural timber.

Natural and rustic characteristics may include:

• knots
• grain variation
• colour variation
• saw marks
• small surface marks
• natural splits or checking
• variation in texture
• differences in how wax or finish is absorbed

These characteristics are part of the natural appearance of timber and do not automatically mean the product is faulty.

However, describing a product as rustic does not remove your rights where an item is genuinely defective, damaged or not as described.

Colour and Finish Variations

Product photographs and colour swatches are intended to provide a reasonable representation of each finish.

Natural timber varies from board to board and the same finish may appear lighter or darker depending on grain, timber density and natural colour.

Screens and lighting may also affect how colours appear.

Minor colour or grain differences are therefore not automatically considered faults.

Sale Items

Sale items have the same statutory rights as full price products where goods are faulty or not as described. Businesses cannot remove those rights simply because an item was discounted. GOV.UK

Where a sale product is a standard online purchase and statutory cancellation rights apply, those rights will also remain available.

Any additional promotional return conditions will be stated clearly before purchase.

Gift Cards

Gift cards are not normally refundable once issued except where required by law.

Exchanges

If you would like a different size, finish or product, please contact us first.

In many cases, the simplest process will be to return the original eligible product for a refund and place a new order for the replacement item.

Because our products are made to order, exchanges are not always available immediately.

Refund Processing

Once we receive your return, we will inspect it and confirm whether the refund has been approved.

Where a refund is due under statutory cancellation rights, the law generally requires the refund to be made within 14 days after we receive the goods back or receive evidence that they have been returned, whichever is earlier. GOV.UK Assets

Approved refunds will normally be made to the original payment method.

Your bank or card provider may take additional time to process the credit after we issue the refund.

Original Delivery Charges

Where you exercise a statutory right to cancel an eligible online order, we will refund the basic outbound delivery charge where required by law.

If you selected a more expensive delivery service than our standard option, we are not required to refund the additional cost above the standard delivery service. Legislation.gov.uk

Where standard delivery was free, there will be no outbound delivery charge to refund.

Items Returned Without Contacting Us

Please contact us before returning an item.

This allows us to provide the correct return address, reference details and packaging instructions.

Contacting us first does not remove or reduce any statutory cancellation or return rights you may have.

Refused Deliveries

Refusing a delivery does not necessarily complete the cancellation process.

If you wish to cancel an eligible order, please contact us at admin@dhw.group so that the return can be properly recorded and managed.

Reasonable return or redelivery charges may apply where legally permitted and where a failed delivery was caused by circumstances within the customer’s control.

European Union Customers

Where we sell and deliver products to consumers in the European Union, additional local consumer rights may apply.

Nothing in this policy is intended to remove any mandatory rights you have under the law applicable to your purchase.

How to Request a Return

Email:

admin@dhw.group

Please provide:

• your name
• order number
• product being returned
• reason for return
• photographs where the item is damaged or faulty

We will then provide the appropriate next steps.

Contact Details

Hospitality Group LTD trading as Daves Hardwood

Unit 1 Orchard View Ind. Estate
Hardings Elms Road
Billericay, Essex
CM11 2UH
United Kingdom

Email: admin@dhw.group

Registered Office:
66 Paul Street
London
EC2A 4NA
United Kingdom

Registered in England & Wales No. 17223126