Delivery and Returns

This category is listed under Tips, Advice & Info

Delivery:

Delivery times range between 2-3 days for items in stock and 4-6 weeks for specialist orders. Our primary courier service is with TNT who deliver between the hours of 08:00 and 18:00. The service provided is a “to the door” service, you will need to arrange and supervise moving the items after that. Due to the nature of our stock delivery prices vary depending on the product ordered, delivery pricing can be found on each product’s page.

Returns and Cancellations:

The following rights apply only to retail customers and not to trade customers. As a retail customer you (the retail customer) have the right to cancel any order other than measured products for any reason within or before 7 working days of delivery. In order to cancel you must notify us (Real Oak Ltd) in writing within that time period. Measured products may not be cancelled.

If the ordered products have yet to be despatched by us at the time of cancellation then all monies paid by you will be refunded within 30 days.

If the products have been received by you and you intend to cancel then the following terms apply:

• The goods must not be unpacked and must be returned on the original pallet they were supplied on.
• The goods must be returned using our courier service and by arrangement with us on a named day of collection. Please call us on 0844 848 6840 or email us at sales@realoakfloors.co.uk to arrange collection.
• Any goods that you intend to return to us must be looked after and kept in good condition whilst in your possession. Ownership of the goods is transferred to you upon receipt of delivery. We will not be held responsible if the goods are lost, damaged or destroyed and we reserve the right to stop the cancellation process upon discovery of any of these happening.
• All goods to be returned must be returned within 14 days of receipt of delivery. All goods returned will be checked to make sure that they match the return specification and that there are no damaged or missing parts.

Damage in Transit:

If a product has been damaged in transit or damage to any outer packaging is evident this must be noted when signing the delivery note. If it is obvious that the whole fulfillment is damaged you have the right to refuse delivery and ask for a replacement to be sent.

Manufacturing faults and/or missing parts on arrival:

If, upon unpacking the goods and within 72 hours of delivery, you find, that there is a manufacturing fault or that there appear to be missing parts you do not need to return the full order. In the event of the above you should contact our customer services on 0844 848 6840 or email us at sales@realoakfloors.co.uk to arrange for replacement parts. We reserve the right to request proof of damages or loss.

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