Return Process

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging to be returned safely to us.

To complete your return, we require a receipt / order number proof of purchase.
Please email any return request to sales@starlightfurniture.co.uk where our staff will look into your request.

Do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted
such as returning items with obvious signs of use, items not returned back in original packaging or appropriately packaged which as such caused damage to the product in transit back to us.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery will all be subject to a full refund less 15% the total price paid.
For example a bed costing £199.99 will only be refunded £169.99 if any of the above criteria are met.

Remorse returns will be subject to a collection fee of £35 deduction from the total refund of the product plus any additional extra charges as required i.e wooden pallet/shrink wrapping.
In the unlikely event that the item you have purchased is missing parts or has faulty components please e-mail sales@starlightfurniture.co.uk providing photos if possible so we can work with our warehouse team to send out anything required.

Refunds.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed to your credit card or original method of payment, within 7 working days.

Damaged parts will be repaired or a replaced within 14 days of delivery and does not constitute a Return, Should the item be beyond economical replacement a full refund will be offered.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@starlightfurniture.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@starlightfurniture.co.uk 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Warranty.
All our products are covered with a 1 year warranty, 3 Year Structural. Should you have any issues or want to raise a warranty claim please provide pictures and evidence to support your claim sent to sales@starlightfurniture.co.uk
Any claims raised under issues of warranty for UV or other weather damage will not be honoured if the product has not been correctly stored or covered with an all weather cover available on our website as an additional purchase.

- All furniture experiences wear and tear and garden furniture is no different. we maintains the right to determine what is classed as natural wear and tear. This will not be covered under any guarantee.- Any damage to glass that hasn’t been brought to our attention with 14 days after delivery is not covered. -Any claims raised for surface tarnishing / scratches on any products such as mirrored furniture or dining tables will not be honoured if these are or appear to be regularly cleaned/ polished with abrasive materials and or chemicals.

Product Descriptions
Each product on our Site is described as clearly as possible and we take all reasonable care to ensure that all details, descriptions and prices of products appearing on our site are correct at the time when the relevant information was entered onto the system. Although we aim to keep our site as up to date as possible, the information, including Product Descriptions, appearing on the site at a particular time may not always reflect the position at the exact moment you place an order. We take all reasonable care to ensure product pictures provide as accurate a representation of the product as possible – please note that screen resolutions differ from device to device and although we have made every attempt for colour accuracy, please contact us if you have any questions. Colours may vary and display the product differently, according to your individual device, and we cannot be held liable for these differences. Although every effort is made to ensure that the goods purchased are 100% as described and free of damages and defects, due to the handmade nature of the majority of our products, there may be variations in the materials used or the finish due to availability of materials used which is absent in mass-produce goods, minor imperfections or variations are to be expected in certain pieces and will not be deemed as defects, or reason for return. Approximate measurements of products are quoted on our site and your failure to take note of the size of a product will not be deemed as a reason for return. For further explanation of this clause, please contact us regarding the specific item that you are interested in.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you wish to receive a refund and return a product via our carrier, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Items ordered and paid for via our online payment portal are covered under CCR & Distant selling regulations.

COD: purchases are not covered under CCR & distant selling regulations, this is because, whilst you might of placed the order online no funds have legally transacted therefore, you will sign the contract by paying for your item onsite, the same as with any 'bricks & mortar' purchase.  Therefore goods would need to be returned to our store at the customers expense.