Refund policy
Refund & Return Policy
Last updated: 3 November 2026
At Board & Bloom, we want you to feel confident when purchasing rustic wood furniture through our online store or showroom. If something is not right with your order, this policy explains how to request a return, what conditions apply and how refunds are processed.
This policy should be read alongside your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or removes your legal rights.
30-Day Return Window
We offer a 30-day return period for eligible purchases, starting from the date you receive your furniture.
For online purchases, this is an additional benefit beyond the statutory 14-day cancellation period under UK distance-selling regulations.
To request a change-of-mind return, please contact us within the applicable return period. We will provide instructions on how to arrange the return.
Your statutory rights regarding faulty, damaged or misdescribed products remain unaffected by this 30-day policy.
Conditions for Change-of-Mind Returns
To qualify for a return under our voluntary 30-day change-of-mind policy, furniture should:
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Be unused and in the same condition as received.
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Be free from marks, scratches, stains or damage caused after delivery.
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Include all original parts, fittings and hardware.
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Be securely packaged for return, preferably using the original packaging.
Customers may inspect furniture as reasonably necessary to establish its nature, characteristics and functioning. If an item has been handled beyond what is reasonably necessary, we may make a lawful deduction for any resulting reduction in value.
These conditions do not restrict your statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.
How to Request a Return
To start a return, please follow these steps:
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Email info@boardandbloom.co.uk with your order number, the product you wish to return and the reason for the return.
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Our team will respond with the relevant return instructions and address.
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Follow the instructions provided to arrange the return or collection of your furniture.
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Keep your return tracking information or collection confirmation until the return has been completed.
Please contact us before sending any furniture back. This allows us to confirm the correct return arrangements, particularly for larger items that may require specialist collection.
Return Postage & Collection Costs
Return costs depend on the reason for the return and the size of the furniture.
Change-of-mind returns:
For eligible change-of-mind returns, customers are responsible for the return postage or collection costs, provided these costs and arrangements have been communicated appropriately before purchase.
For larger furniture items that cannot normally be returned by post, please contact us to discuss collection arrangements. Any applicable collection charges will be explained before the return is arranged.
Damaged, faulty or incorrect items:
If your furniture arrives damaged, faulty or different from what you ordered, Board & Bloom will cover the reasonable costs of resolving the issue in accordance with your statutory rights and our returns policy.
We will discuss the appropriate return, collection, replacement or refund arrangements with you.
Damaged, Faulty or Incorrect Furniture
We take care to ensure that furniture orders are prepared and dispatched correctly.
Please inspect your delivery when it arrives. If your furniture is damaged, faulty or incorrect, contact us as soon as possible, ideally within 48 hours of delivery.
When contacting us, please provide:
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Your order number.
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A description of the issue.
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Clear photographs of the furniture and any visible damage to the packaging.
We will review the information and discuss the appropriate next steps, which may include repair, replacement or refund.
Reporting an issue within 48 hours helps us investigate delivery-related problems promptly. However, this request does not limit your statutory rights or prevent you from reporting a fault later.
Refunds
Once your returned furniture has been received and inspected, we will contact you to confirm the outcome of your return request.
Approved refunds will normally be issued to the original payment method.
For statutory cancellations of online purchases, refunds will be made within the applicable legal timeframe. In general, this is no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.
For other approved returns under our voluntary 30-day policy, we aim to process refunds within 14 days of receiving and inspecting the returned item.
For eligible statutory cancellations, the original standard delivery charge will also be refunded. Any additional amount paid for a more expensive delivery option may not be refundable.
Your bank or payment provider may require additional time to display the refund in your account.
Exchanges & Replacement Items
If you would prefer a different furniture item or finish, please contact us to discuss the available options.
For a change of mind, the usual process is to return the original item in accordance with this policy and place a new order.
If you receive damaged, faulty or incorrect furniture, we will discuss an appropriate remedy, including a replacement where available, in accordance with your statutory rights.
Natural Wood Characteristics & Variations
Rustic wood furniture often features distinctive natural characteristics, including:
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Variations in wood grain and texture.
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Natural knots and markings.
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Differences in colour and tone.
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Distressed details and finish variations.
These characteristics can vary between individual furniture pieces and are part of the natural appearance of wood.
Product photographs are intended to represent the furniture as accurately as possible. However, screen settings, lighting and natural material variations may cause minor differences in appearance.
Natural variations that are consistent with the product description and reasonable expectations are not automatically considered faults. However, this does not exclude products that fail to match their description or meet the standards required by consumer law.
Your Statutory Consumer Rights
This policy operates alongside your rights under UK consumer law.
If furniture is faulty, not as described or not fit for purpose, you may have statutory rights to reject the item, request a repair or replacement, or receive an appropriate refund depending on the circumstances.
For online purchases, you may also have a statutory right to cancel within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.
Nothing in this policy affects or restricts those rights.
Contact Us About a Return or Refund
If you have questions about returning furniture, reporting damage or checking the progress of a refund, please contact our team.
Email: info@boardandbloom.co.uk
Phone: +44 7903 446293
Business address: Filwood House, Filwood Road, Bristol, BS16 3RY, United Kingdom.
Business hours: Monday to Friday, 9:00 am–5:00 pm (UK time).
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Thank you for shopping with Board & Bloom.