Refund and Returns Policy
Last Updated: January 2025
1. Introduction
At Surveri, we take pride in crafting premium handcrafted furniture of the highest quality. We want you to be completely satisfied with your purchase. This Refund and Returns Policy explains our policies regarding returns, refunds, exchanges, and related matters.
This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.
2. Your Consumer Rights
UK Consumer Rights: If you are a consumer in the United Kingdom, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects these statutory rights.
2.1 Right to Cancel (Cooling-Off Period)
Under UK law, you have the right to cancel your order within 14 days of receiving your product without giving any reason. This is known as the "cooling-off period."
To exercise this right, you must inform us of your decision to cancel using one of the following methods:
- Email: surveri@hotmail.com
- Phone: +44 6529 237897
- Written notice to: Surveri, 27 Paula Plains, Allenmouth, BD22 9DN, United Kingdom
3. Return Conditions
3.1 Eligible Returns
To be eligible for a return, products must meet the following conditions:
- Returned within 14 days of receipt (for standard products)
- Products must be unused and in original condition
- Products must be in original packaging with all labels attached
- Proof of purchase must be provided
- Product must not show signs of assembly or installation
- All accessories and documentation must be included
3.2 Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalized furniture pieces
- Products made to your specifications
- Products that have been assembled or installed
- Products damaged due to misuse or neglect
- Products without original packaging or in damaged packaging
- Sale or clearance items (unless faulty)
- Products showing signs of wear or use
3.3 Damaged or Faulty Products
If you receive a damaged or faulty product, you must notify us within 48 hours of delivery by:
- Contacting our customer service team
- Providing photographic evidence of the damage
- Providing your order number and description of the issue
We will arrange collection and provide a full refund or replacement at no additional cost to you.
4. Return Process
4.1 Initiating a Return
To initiate a return, please follow these steps:
- Contact us within 14 days of receiving your product
- Provide your order number and reason for return
- Wait for our returns authorization email
- Package the item securely in original packaging
- Arrange return shipping or wait for our collection service
4.2 Return Shipping
Standard Returns:
- You are responsible for return shipping costs
- We recommend using a tracked shipping service
- You are responsible for the item until it reaches us
- We recommend insuring high-value items
Damaged or Faulty Items:
- We will arrange and pay for return shipping
- Collection service will be provided free of charge
- You do not need to arrange shipping yourself
4.3 Return Address
5. Refund Process
5.1 Refund Timeline
Once we receive and inspect your returned item:
| Stage |
Timeframe |
| Item received at our warehouse |
Day 0 |
| Inspection and processing |
1-3 business days |
| Refund approval email sent |
Within 3 business days |
| Refund processed to original payment method |
Within 5 business days |
| Refund appears in your account |
3-10 business days (depending on your bank) |
5.2 Refund Method
Refunds will be processed using the same payment method used for the original purchase:
- Credit/Debit Card: 3-10 business days
- PayPal: 1-3 business days
- Bank Transfer: 3-5 business days
5.3 Refund Amount
Standard Returns (within cooling-off period):
- Full product price refunded
- Original delivery charges refunded (standard delivery only)
- Return shipping costs not refunded (unless item is faulty)
Faulty or Damaged Items:
- Full product price refunded
- All delivery charges refunded
- Return shipping costs covered by us
5.4 Partial Refunds
Partial refunds may be granted in the following situations:
- Products returned after 14 days (at our discretion)
- Products not in original condition
- Products with missing accessories or documentation
- Products showing minor signs of use
- Damaged packaging (not affecting product integrity)
6. Exchanges
6.1 Exchange Policy
We offer exchanges in the following circumstances:
- Product is faulty or damaged
- Wrong item was delivered
- Product does not match description
6.2 Exchange Process
To request an exchange:
- Contact our customer service team
- Explain the reason for exchange
- Provide photos if applicable
- We will arrange collection of the original item
- Replacement item will be dispatched upon receipt
Note: Exchanges are subject to product availability. If the desired item is unavailable, we will offer a full refund or alternative product.
7. Custom and Personalized Orders
IMPORTANT - Custom Orders:
Custom-made and personalized furniture orders have different terms:
- Cancellation is only possible before production begins
- Once production starts, orders cannot be cancelled
- Deposits for custom orders are non-refundable after design approval
- Returns are not accepted unless the item is faulty or not made to agreed specifications
- Specific terms will be outlined in your custom order agreement
7.1 Custom Order Cancellation
| Stage |
Cancellation Terms |
| Design phase (before approval) |
Full refund available |
| After design approval (before production) |
50% refund (design fees apply) |
| Production started |
No refund available |
| Completed order |
No refund (unless faulty) |
8. Quality Guarantee
8.1 Warranty Coverage
All Surveri products come with a 12-month warranty covering:
- Manufacturing defects
- Material defects
- Structural issues
- Workmanship problems
8.2 Warranty Exclusions
Our warranty does not cover:
- Normal wear and tear
- Damage from misuse, abuse, or negligence
- Improper assembly or installation
- Damage during customer transportation
- Exposure to extreme conditions
- Natural variations in wood grain and color
- Modifications or repairs by third parties
8.3 Warranty Claims
To make a warranty claim:
- Contact us with details of the defect
- Provide proof of purchase
- Provide photographs of the issue
- We will assess the claim (usually within 2 business days)
- We will repair, replace, or refund as appropriate
9. Delivery Issues
9.1 Non-Delivery
If your order does not arrive within the estimated delivery time:
- Contact us immediately
- We will investigate with the courier
- If the item cannot be located, we will send a replacement or provide a full refund
9.2 Incorrect Address
If delivery fails due to an incorrect address provided by you:
- Additional delivery charges may apply
- We will work with you to arrange redelivery
- Refunds may be subject to restocking and shipping fees
10. Inspection Upon Delivery
We strongly recommend that you inspect your furniture upon delivery:
- Check for visible damage to packaging
- Note any damage on the delivery receipt
- Inspect the product before the courier leaves (if possible)
- Report any issues within 48 hours
- Take photographs of any damage
IMPORTANT: Claims for damaged items must be made within 48 hours of delivery. Claims made after this period may not be accepted.
11. Refund Delays
If you have not received your refund within the expected timeframe:
- Check your bank account again
- Contact your bank or credit card company (processing may take time)
- Contact your payment provider (PayPal, etc.)
- If still not resolved, contact us at surveri@hotmail.com
12. Restocking Fees
Restocking fees may apply in certain circumstances:
- Standard returns: No restocking fee
- Returns after 14 days: Up to 20% restocking fee (at our discretion)
- Items not in original condition: Up to 30% restocking fee
- Custom orders: Not eligible for return
13. Care and Maintenance
To maintain your furniture and ensure warranty coverage:
- Follow the care instructions provided
- Use appropriate cleaning products
- Avoid exposure to extreme temperatures and humidity
- Protect from direct sunlight to prevent fading
- Use coasters and placemats to prevent marks
- Wipe spills immediately
14. Contact Us for Returns
15. Dispute Resolution
If you are not satisfied with how we handle your return or refund:
- Contact our customer service manager
- We will review your case and respond within 5 business days
- If still unresolved, you may use alternative dispute resolution services
- UK consumers can access the Online Dispute Resolution platform
16. Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
17. International Returns
For international orders (where applicable):
- Return policies may vary by country
- Customers are responsible for customs duties and import taxes
- Return shipping costs are the customer's responsibility
- Additional terms may apply - contact us for details
18. Gifts and Gift Recipients
If the item was a gift:
- The gift recipient can return the item
- Refunds will be issued to the original purchaser
- Gift cards may be offered as an alternative
- Original proof of purchase is required
This Refund Policy is part of our commitment to customer satisfaction. We value your business and strive to provide the best possible service. If you have any questions or concerns, please don't hesitate to contact us.