Exchanges and Returns Information
At Pine Solutions we pride ourselves on providing the best quality furniture along with the highest level of customer service. If
for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to arrange
collection of your order. Any item being returned must be in its original packaging and in the same high quality condition it arrived in.
To make your shopping experience as easy as possible, we offer free returns on any order. Not happy with the colour? Changed your mind? No problem - simply let us know by phone or email, and we shall come and collect your order free of charge and give you a refund. Unfortunately we can't refund any delivery or assembly charges, but standard delivery is free too!
Product Colours and Wood Samples
We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please call us on 0333 200 4606 and we may be able to send you a sample.
While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve
this for you. Please call us on 0333 200 4606 and one of our customer services team will happily take you through the returns process. You have 30 days from date
of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing by way of an email to
Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately we are unable to accept goods back if any changes have been
made, as this will invalidate the manufacturer’s warranty.
Flat Pack Furniture
If you are ordering flat pack furniture we ask that you check all the components
are in the package as per the instructions, before attempting to assemble the furniture, as partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please call us on 0333 200 4606 and we will try to arrange a replacement.
Assembly of flat pack items are the sole responsibility of the customer. PineSolutions accept no responsibility for damage to any parts by a third party.
Package Removal and Assembly Service
If you have taken advantage of our Packaging Removal & Recycling service, the driver will give you time to thoroughly check your items before leaving. In the unlikely
event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to
identify faults with your order may result in a return transport fee being taken off your refund.
Similarly, if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until
a later stage may result in a return transport fee being taken off your refund.
Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.
Customers returning furniture that has been damaged or used whilst in their care may be charged for the reduction in value, unless the goods are faulty.
For security reasons, unless otherwise stated, refunds are given by the same method which the original payment was made by.
Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged by us in transit.
There is no charge for the collection of goods that are damaged or faulty on receipt.
It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take
reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.
Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our distribution
centre within 30 days of delivery. Please be aware collections are an all day service and we are not able to advise specific delivery times in advance.
If you would like us to collect any unsuitable goods, there will be no charges for this service.
A £15 transport charge will be applied where the goods are despatched, but the delivery cannot be completed.
* This cancellation policy does not affect your statutory rights.
* Whilst we will always endeavour to take your preferred option, please be aware that in the case of clearance items a replacement may not always be available.