Delivery & Returns

Delivery Information

Delivery will be made to the address specified when you complete the order. You may alternatively choose, when ordering, to collect your Product(s) from our warehouses in Scunthorpe DN16 2SS during our business hours of 9am to 5pm Monday through to Friday. These options are available at the time of order and therefore please select either “delivery” or “customer collection”.
We use a variety of delivery methods depending on the size of the Product you order and the speed with which you wish to receive it. 
We aim to fulfil your order by the approximate delivery date provided or within the delivery period set out in the Dispatch Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the dispatch confirmation, unless there are circumstances beyond our control which prevent us from doing so.

Where we have agreed a delivery date with you, by Dispatch Confirmation or otherwise or, if no such agreement was made, within 30 days of the order being placed, and delivery has not been made by that agreed date, you will be entitled to cancel the contract and be provided a full refund (including delivery costs) if you informed us, or it was clear in the circumstances, that delivery within this period was essential.  If you do not wish to cancel the Contract you can provide a new reasonable deadline for delivery. If we fail to meet this new delivery date then you are entitled to cancel the Contract and be provided a full refund. If you did not inform us, or it was not clear, that delivery within the period was essential, you will not be entitled to cancel the Contract.
It is your responsibility to check carefully that the Products you have ordered will fit into your home. You should check the dimensions of the space within which the Product will be placed and allow for the fact that the dimensions specified on the Website are approximate only and may vary by 2 cm either way. You should also measure any entrances, corridors or staircases the item must pass through, including space for maneuvering and turning. Should an item that you have ordered from us not fit and you want to return it, you will lose your delivery fee and may need to pay for the return transport of the product back to us. You may also be subject to a restocking fee that shall not exceed 25% of the item value.
An appropriate and authorised person must be available at the delivery address to carefully check the Products and sign and acknowledge their receipt in a safe and satisfactory condition. Any defects to either the product or the property, must be reported immediately on 01724 487500 and signed for on the Delivery Note. Financial compensation will only be offered for defective products in accordance with our refunds policy. We aim to resolve the problem (replace the goods), not financially compensate for defective products.
DMW Furniture Company remain in line with health and safety requirements – and due to the prevailing culture of litigation we have to point out that we will NOT be held responsible for any damage to goods and/or property as a result of deliveries beyond the threshold of your property. Once you or a person on your behalf has signed the delivery paperwork we shall, in NO event, be held responsible for any damage to either your property or goods delivered. This decision is final. Please note that items delivered via a staircase and/or upstairs are carried out at the property owners own risk.

Once a delivery date and time slot has been agreed with you, should you later need to cancel and re-schedule your delivery for whatever reason, you must inform us by 11am the (business) day before your delivery is due. Should you fail to cancel the delivery by 11am on the business day before your delivery is planned, we reserve the right to charge a second delivery fee to re-schedule your delivery. Should you then for whatever reason choose to cancel your order, we will refund you for the goods (excluding your original delivery charge).
If you require delivery to be made to an alternate address, i.e. a neighbour or family member, we require your consent in advance via email to include the name and address of the person who will be signing for delivery on your behalf. We will not deliver the goods elsewhere without your prior consent via email.
Collecting from our Store at 19-23 Broadway, Ashby High Street, Scunthorpe DN16 2SS. It is the customer’s responsibility to check an item before signing for it and leaving the premises. Once the item has left our premises we can not be held liable for any damage to the item. 

Refunds

When you return a Product to us because you have cancelled the Contract within the statutory fourteen-day cooling-off period, once the item is back with us and has been QC checked, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which we receive the item back from you or, if earlier, confirmation of return. In such a case, we will refund the price of the item in full, excluding the cost of delivery. However, you will be responsible for the cost of returning the item to us or us collecting it from you. We are happy to arrange a collection for you, and we shall discuss a collection charge at the time of enquiry.

Items cannot be returned to us because they are unsuitable after the fourteen-day cooling off period referred to above unless we agree or they are faulty. If we agree that an item may be returned, it must be returned in perfect re-saleable condition and in the original packaging and may also be subject to a re-stocking fee. All returned items will be thoroughly QC checked by our internal warehouse staff to ensure that faults reported match faults visible. Our decision on this is final. Such fees will not be payable if the item is faulty.

Mattresses – once the packaging has been opened, for reasons of hygiene, we are unable to refund or exchange them unless they are faulty. If you believe a mattress is faulty, please call us to arrange an inspection or send images to our email address. Our decision will be final.

Bespoke products made specifically for you, either in size, colour and/or with fabric changes, will NOT be refunded or cancelled unless they are faulty after the initial order has been placed/paid for in full or part. These products are produced specifically for you. If you have any questions or concerns relating to this then please call or email us before placing any orders. Our decision will be final and we hope you understand why we have to highlight this.

If you believe that any of our products are of an unsatisfactory quality, please immediately contact Customer Services on 01724 487500. Please also send us photographs of any alleged defects so that we may assess the situation.
Where a product is defective you will be entitled to a full refund within 14 days of delivery of the item to you. After the period of 14 days following delivery of the item to you has expired, you will not be entitled to a full refund unless we have first been given the opportunity to repair and/or replace the item. If we do not repair or replace the item within a reasonable period, or the item is still defective following repair and/or replacement then you can either keep the item and request a reasonable reduction in the price or return the item and be entitled to a full refund.