Our standard returns policy is 30 days. This applies to all purchases, once we are notified within 14 days from date of receiving the goods.
Please notify us in the first instance by email to email@example.com and attaching photos of the product and packaging.
Our returns address is :
Onske, Unit 3, Heatherside Business Park,Norton Road, Newhaven, East Sussex, BN9 0BP
For a refund to be issued, any returning goods must be unused and meet the following conditions:
that they are in their original packaging or box (as boxes are bespoke made sizes) and will be required to safely transport an item back
that the product can be resold as new (as an independent UK business, stock is expensive to manufacture and hold, therefore we need to be able to resell an item in the event of a change of mind so we, as an SME are not at a loss).
that you have not used the product prior to return so that the item(s) return to us unblemished and unmarked for above reasons.
For office chairs, that the gas lift mechanism is not attached. If this has been attached then the gas lift will need to be removed for re-packaging and transit. If the gas lift is returned damaged, then we deduct £35 for the cost of this component part.
Refunds are processed upon receipt of the items back at our warehouse and once inspected. 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.
Please note: All returns should be insured for return courier delivery. You are responsible for the safety of the item until we receive it when it will be photographed and checked. If we feel that it has been subjected to use or it returns damaged and unsuitable for resale, we may offer only a partial refund.
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
- 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
Once an item returns as new, unblemished and suitable for resale, we can refund you (including your initial delivery charge).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 7 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.
b. Marble tables please inspect after assembly before you sign off with the delivery company, as you are signing that you have received it in good condition and that you are happy with the product and that it is acceptable.
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.
If wishing to change the size of table, or to notify us of minor marks at a later time, or return it after the delivery team have left your property and after you or your representative have signed their paperwork after installation, then a repackaging charge of £75 plus a new full delivery/collection charge will be applicable to any request.
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. 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.