Returns information

How do I return an item?

 

If you wish to return an item, please email us to sales@onske.co.uk to let us know and we can offer further advice as required.

 

Goods must be returned unused and in perfect condition, complete with original packaging and box, so please take care to retain all boxes and packaging for up to 30 days for a return and ensure you have securely packaged items.

We reserve the right to refuse a return if there is not sufficient packaging to provide a safe return of goods.

 

**Please note: Installed and Assembled Items: We cannot accept returns or exchanges for made-to-order items or for products that have been assembled and installed.

For items assembled and installed, you or your representative have the opportunity to inspect at assembly and installation. If for any reason it is unsuitable, does not fit the space or is unacceptable in any way, or with any marks or damage please ask the delivery team to take it away again at this time of installation and before they leave your property.  

If you keep it and sign for it, then we cannot exchange it at a later time.


Damages must be reported to us in writing within 30 days of delivery received so please check goods in this time frame, even if not intending to use them until a later date. We will not be able to refund or replace an item we are notified about at a later date if signed for at delivery more than 30 days prior.

 

Once an item is received back to us as new, unblemished and suitable for resale, we will refund you minus delivery costs and any return or collection costs if arranged via us. Should an item not be packaged suitably for courier collection we may only offer a partial refund if we find that it was not sufficiently protected for transit back.

 

For booking and labelling your return, our returns address is :

Onske, Unit 3, Heatherside Business Park, Norton Road, Newhaven, East Sussex, BN9 0BP Please do let us know the courier and expected delivery date.

 

We can assist if preferred by booking DPD to pick up smaller items once they are boxed as new and also that the internal protective packaging is used to prevent any scuffs or marks in transit. The driver will bring labels.

 

Returns booked by us are charged and deducted from any refund as follows:

 

Small item (1 to 3 boxes) collection by DPD (dining chairs/lights/stools) - £35

Small items DPD (3 to 8 boxes) - £55

Larger Goods above 30kg or fragile items: Collection - £175 (inclusive of repackaging fee)

 

*Please note, goods returned by DPD or other courier excluding van, will be photographed upon return and if they are not returned as new and unused and repackaged carefully then a repackaging fee of £45 will be applied on top of the returns charges as listed above..

 

Please note:

For any office chair return, that the gas lift mechanism is not attached. If this has been attached and chair assembled then the gas lift will need to be removed for re-packaging and transit. If the gas lift is returned damaged, then we will deduct the cost of this replacement part at a rate of £35.

 

For larger goods, items will be collected by van service. If there was a surcharge on your original delivery (due to additional transport costs), we'll have to apply a similar collection surcharge to your collection.

 

You are of course welcome to arrange your own return if preferred and as long as items return pristine to us, we can refund in full without any collection costs.

 

Refunds

Refunds are processed upon receipt of the items back at our warehouse and once inspected.This may take up to 12 working days.

Once a refund is actioned at our end, you will receive an automated email confirming and then please allow a few working days for funds to work their way back through the banking system onto the payment method used.

Refunds can only be made to the same card/payment method used to make the original purchase. 

The following products are not eligible for refund:

  • Products received over 30 days ago

  • Products without original internal packaging or boxes - partial refund 50%

  • Products that have been assembled and installed at delivery where you have had the opportunity to inspect prior to signing off with the delivery company

  • Products that have been used other than to open and inspect

  • Products that are not normally held in stock and which are bespoke made and pre-ordered in a specific colour/fabric option for you
  • Products that have been put into production more than 3 weeks ago from order date, in your choice of finish and colour

Exchange of goods

If you wish to change the size of the item or wish to swap to a different size or colour then a new delivery and returns/repackaging/restocking cost will be applied and the returning item must be as new and unused, as per above.

Upon receipt of the returning item back to our warehouse, we can then send out any exchange item(s).
Damaged products or defective products
Every effort will be made to ensure that the products you have ordered arrive undamaged and without defect.

Please open and check your order within a reasonable time (usually 5 days) from receipt of your products and inform us of any transit damage problems immediately.

All items and parts of items must be checked for any damage prior to assembly.
If your furniture arrived damaged or is faulty, please photograph both item and and box from different angles and distances and email us within 7 days of receipt of the products.

If an item has been delivered and you contact several weeks later to say you have only opened it then, we cannot refund. You will need to arrange your own representative to check the item within 15 days of delivery if you are not there yourself or if you are away.
All of our products are covered by a One Year manufacturers warranty and, in the event that your item develops a manufacturers fault within 12 months of purchase we will be happy to repair the item or replace if deemed necessary.
The warranty does not include buttons on sofas or chairs as they may catch so are not associated to any manufacturing defect. This guarantee specifically excludes faults caused by accident, neglect, and misuse.


When you accept the goods from the courier:
a. Check the item(s) to ensure there are no visible marks or damage, as you are signing that you have received it in perfect condition and that you are satisfied with it. If you cannot check it there and then please sign as 'unchecked' option.

b. Marble tables you or your representative must inspect at assembly and before sign off with the delivery company, as you are signing that you are happy with the product and that it is acceptable. We cannot accept returns of installed items at a later time, if notified of marks at a later time after the delivery company leave your property.

c. If goods or packaging are damaged upon delivery or unsatisfactory you can refuse the delivery and the courier will take away the goods again. If you cannot check the goods please write 'unchecked' on the delivery note.

This is important, as if goods have been damaged in transit, and you sign for them, then we have no recourse to pursue a damages claim with the carrier and we have to deduct delivery cost from any refund.


For bespoke custom made orders we do not accept returns or refunds. Please note: Items that are pre-ordered or bespoke made to order in a specifically requested colour or finish, with a deposit paid, cannot be cancelled after they are in production.

We recommend ordering fabric swatches in advance from us and there can be minor differences in colour from swatch due to timeframes on production and fabric batches.

Our factories use different leather batches every few months, so if you are looking for two items to match, we recommend ordering both from the same production batch.  If you order bespoke with us on a deposit, we would need notification of a cancellation to this request, within 7 days of deposit received.