Overview

At Olive & Ash Furniture, we are committed to customer satisfaction. This policy outlines the terms and conditions for returns and refunds, in compliance with European distance selling regulations and the EU Consumer Rights Directive.

Your Right to Return (Distance Selling Regulations)

Under European consumer protection laws, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason. This is known as the “cooling-off period.”

Important Exceptions: Under Article 16 of the EU Consumer Rights Directive, certain goods are exempt from the right of withdrawal. These exceptions are detailed below.

How to Exercise Your Right to Cancel (Standard Stock Items Only)

1.        Notify us within 14 days of receiving your furniture by emailing us at sales@oliveandashfurniture.com

2.        Include your order number, name, and the item(s) you wish to return

3.        You must return the goods within 14 days of notifying us of your cancellation

Product Categories and Return Rights

Standard Stock Items

What qualifies as standard stock: - Pre-manufactured furniture available in our standard catalog - Items held in inventory and shipped as-is - No customisation or personalisation applied - Standard colours, fabrics, and dimensions

Return rights: - Full 14-day cooling-off period applies - 25% restock fee applies (see below) - Customer pays return shipping costs

Made-to-Order and Custom Items (No Return Right)

Legal basis: Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods that are “made to the consumer’s specifications or clearly personalised.”

What qualifies as made-to-order/custom: - Furniture manufactured specifically after you place your order - Items customised with specific fabrics, colorus, or finishes you selected - Furniture made to non-standard dimensions or specifications - Any item clearly marked as “made-to-order,” “custom,” or “bespoke” at time of purchase - Items requiring special order from our UK manufacturers based on your choices

Return rights for made-to-order items: - No right of withdrawal for change of mind or incorrect ordering - These items cannot be returned unless they are faulty, damaged, or do not match the agreed specifications - This will be clearly communicated before purchase, and you will be required to acknowledge this before completing your order

Why this exception exists: Made-to-order items are manufactured specifically for you based on your choices. Once produced, they cannot easily be resold to other customers, which is why EU law permits this exception.

Bespoke and Personalized Items (No Return Right)

What qualifies as bespoke/personalised: - Furniture with unique specifications that cannot be resold - Items with personalised engraving, monogramming, or custom details - One-of-a-kind pieces made to your exact requirements

Return rights: - No right of withdrawal under Article 16(c) of the EU Consumer Rights Directive - Cannot be returned unless faulty or not as described - Explicit acknowledgment required before purchase

Return Conditions (Standard Stock Items Only)

To be eligible for a return, standard stock items must meet the following conditions:

·      Unused and in original condition: Furniture must be unopened, unassembled, and in its original packaging

·      Inspection only: You may inspect the item as you would in a physical store, but it must not show signs of use, assembly, or damage

·      Complete: All parts, accessories, and documentation must be included

·      Packaging intact: Original packaging must be undamaged and suitable for return shipping

Restock Fee (Standard Stock Items Only)

Due to the nature of our business model—where furniture is manufactured and shipped from the UK to European destinations—a restock fee applies to returns of standard stock items.

Restock Fee Structure

Standard stock items only: - Restock fee: 25% of the product purchase price - This fee covers: - Return shipping costs from your location to our UK manufacturer/warehouse - Inspection and repackaging costs - Restocking and warehousing expenses - Administrative processing - Original outbound shipping costs

When the Restock Fee Applies

The restock fee applies to standard stock items only: - Returns made under the 14-day cooling-off period where the product is not faulty - Change of mind returns - Returns where the customer ordered the wrong item

When NO Restock Fee Applies

No restock fee will be charged for: - Faulty or damaged goods (any item type) - Items that do not match the description - Incorrect items sent by Olive & Ash Furniture - Manufacturing defects or errors made by us

Return Shipping Costs

Customer responsibility: You are responsible for the cost of returning standard stock items to us, unless the item is faulty or we made an error.

Our recommendation: Use a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit back to us.

Important for large items: Furniture return shipping from Portugal or Spain to the UK can be expensive (often €100-300+). We strongly recommend obtaining shipping quotes before initiating a return to ensure you understand the full cost.

Faulty or Damaged Goods (All Item Types)

If your furniture arrives damaged, is faulty, or does not match the agreed specifications:

This applies to ALL items - including made-to-order and custom furniture

1.        Report immediately: Contact us within 48 hours of delivery with photos of the damage or issue

2.        No restock fee: Returns of faulty or damaged items are free of charge

3.        Full refund or replacement: You will receive a full refund or replacement at no additional cost

4.        We arrange collection: We will organise and pay for return shipping of faulty items

5.        Made-to-order items: If a custom item is faulty or does not match your agreed specifications, we will repair, replace, or refund in full

Your statutory rights: Your statutory rights for faulty goods are not affected by this policy. All items must be of satisfactory quality, fit for purpose, and as described.

Refund Process

Timeline

·      Once we receive your returned item, we will inspect it within 5 business days

·      If approved, your refund will be processed within 14 days of receiving the return

·      Refunds will be issued to your original payment method

Refund Amount

For standard stock item returns (cooling-off period): - Product price minus 25% restock fee - Original delivery charges are non-refundable - Return shipping costs are your responsibility

For faulty/damaged goods (any item type): - Full refund including original delivery charges - No restock fee applied - We cover return shipping costs

For made-to-order items (faulty only): - Full refund including original delivery charges - No restock fee applied - We cover return shipping costs

How to Return a Standard Stock Item

Step 1: Contact our customer service team - Email: sales@oliveandashfurniture.com - Provide your order number and reason for return

Step 2: Receive return authorisation - We will confirm whether your item is eligible for return - We will provide you with a Return Authorisation Number (RAN) - We will confirm the applicable restock fee (25% for standard stock items) - You will receive instructions for return shipping

Step 3: Pack the item securely - Use original packaging where possible - Include all accessories, parts, and documentation - Write the RAN clearly on the outside of the package

Step 4: Ship the item - Send to the address provided in your return authorisation - Use tracked and insured shipping - Retain proof of postage - You are responsible for return shipping costs

Step 5: Receive your refund - Once inspected and approved, your refund will be processed

Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

1.        Return the original item following the standard returns process (if eligible)

2.        Place a new order for the desired item

3.        Once your return is processed, the refund will be issued

Transparency and Acknowledgment at Purchase

To ensure complete transparency and legal compliance:

For standard stock items: - Clearly labeled as “In Stock” or “Standard Item” - 14-day return right and 25% restock fee displayed - Return shipping costs are customer’s responsibility

For made-to-order and custom items: - Clearly labeled as “Made-to-Order,” “Custom,” or “Bespoke” - Prominent notice stating: “This item is made to your specifications. Under Article 16(c) of the EU Consumer Rights Directive, you do not have the right to return this item unless it is faulty or does not match the agreed specifications.” - Checkbox confirmation required before purchase: “I understand this is a made-to-order item and cannot be returned unless faulty” - Confirmation email will include this acknowledgment

Assembled or Used Items

Important: Once furniture has been assembled or used, it cannot be returned under the cooling-off period, even for standard stock items. The right of withdrawal only applies to items in their original, unused condition.

If an item becomes faulty after assembly or use, your statutory rights for faulty goods still apply.

Contact Us

For any questions about our returns policy, to check if an item is returnable, or to initiate a return:

·      Email: sales@oliveandashfurniture.com

·      Phone: +351966826622

·      Website: https://www.oliveandashfurniture.com

Our customer service team is here to help you understand which category your item falls into and what your return rights are.

Your Statutory Rights

This policy does not affect your statutory rights under EU consumer protection law. All goods must be: - Of satisfactory quality - Fit for the purpose for which they are intended - As described in our product listings

If goods are faulty or do not meet these requirements, you have the right to a repair, replacement, or refund regardless of the product category.

Policy Updates

This policy is effective as of October 26th 2025 and may be updated periodically. The latest version will always be available on our website.

Legal Compliance Note: This policy complies with the EU Consumer Rights Directive (2011/83/EU), specifically Article 16(c), which exempts goods made to the consumer’s specifications from the right of withdrawal. Made-to-order items are clearly identified before purchase, and customers must acknowledge the no-return policy for these items. Standard stock items retain full 14-day cooling-off period rights with a 25% restock fee to cover international return costs from Portugal, Spain, and other European markets to UK-based manufacturers.