Returns, Refunds and Cancellations Policy

Last updated: 17 August 2026

At Chestnut & Maple, we want every customer to feel confident when ordering from us. This policy explains your cancellation and return rights, who pays the return costs, and what to do if an item is damaged, faulty, incorrect or missing.

Nothing in this policy limits or replaces your statutory rights under UK consumer law.

1. Contacting Us

To request a cancellation, return, refund or replacement, email:

customerservice@chestnutandmaple.co.uk

Please include:

• Your full name

• Your order number

• The product concerned

• The reason for contacting us

• Photographs or video where the product is damaged, faulty, incorrect or incomplete

Please contact us before returning anything. Products may be dispatched from different UK warehouses, and the address shown on the parcel may not be the correct return address.

Do not return a product to the sender’s address, our published business address or any warehouse without receiving written return instructions from us. Returning an item without the correct instructions may delay your return or refund.

2. Your Statutory Right to Cancel

For most goods purchased online, UK consumers have a legal right to cancel their order without providing a reason.

You must inform us of your decision to cancel within 14 days of the date on which you, or a person nominated by you, receives the goods.

After notifying us, you must return the goods within a further 14 days.

To cancel, email customerservice@chestnutandmaple.co.uk with your name, order number and a clear statement confirming your decision to cancel.

3. Products Excluded From Cancellation Rights

The statutory right to cancel may not apply to certain products where an exemption permitted by law applies, including:

• Personalised or customised products

• Products made to your individual specifications

• Perishable products or products that deteriorate quickly

• Sealed hygiene-sensitive products after the seal has been broken

• Products that have been inseparably mixed with other items after delivery

Where an exemption applies, this will be stated on the relevant product page where reasonably possible.

These exclusions do not affect your rights if a product is faulty, damaged, misdescribed or incorrectly supplied.

4. Cancelling Before Dispatch

If you wish to cancel before your order has been dispatched, contact us as soon as possible.

We will try to stop the order, but our UK warehouses may begin processing orders shortly after they are placed. We cannot guarantee cancellation after processing has started.

If the order has already been dispatched, you may need to wait for it to arrive and then follow the statutory cancellation and returns process.

5. Condition of Returned Products

You may inspect a product in the same way that you reasonably would in a physical shop.

If you cancel because you no longer want the product, please:

• Handle it only as much as reasonably necessary to establish its nature, characteristics and function

• Return all supplied parts, accessories and instructions

• Include the original packaging where reasonably possible

• Package the product securely to prevent damage during return transit

• Avoid assembling, installing, modifying or using it beyond what is reasonably necessary to inspect it

We may reduce the refund to reflect a loss in value caused by handling beyond what is reasonably necessary. Any proposed deduction will be explained and will not unlawfully restrict your consumer rights.

6. Return Costs

If you exercise your statutory right to cancel because you no longer want a product, you will be responsible for the direct cost of returning it to the address we provide.

You may choose your own suitable return service. We strongly recommend using a tracked and appropriately insured service and retaining proof of postage until your return has been completed.

Some furniture, planters and other large or heavy products cannot normally be returned using standard postal services. Returning these products may be considerably more expensive. Where applicable, an estimated return cost will be provided on the relevant product page before purchase.

If we offer to arrange a collection for a cancellation return, we will tell you the direct collection cost before making the arrangement. Where permitted by law, that cost may be deducted from your refund.

Chestnut & Maple will cover reasonable return costs when a product is faulty, damaged on arrival, misdescribed, incorrectly supplied or where we are otherwise legally responsible for the return.

7. Return Instructions

Once your return request has been reviewed, we will provide:

• The correct UK return address

• Any return reference or authorisation number required

• Packaging and shipping instructions

• Details of any evidence reasonably required

• Confirmation of who is responsible for the return cost

You are responsible for sending the parcel to the return address we provide.

Please retain your tracking information and proof of postage. If possible, take photographs showing the condition of the product and how it was packaged before returning it.

8. Damaged, Faulty or Misdescribed Products

Products supplied by Chestnut & Maple must be of satisfactory quality, fit for their intended purpose and as described.

If a product arrives damaged, is faulty, appears unsafe or is materially different from its description, contact us promptly and provide:

• Your order number

• A description of the problem

• Photographs of the full product

• Close-up photographs of the fault or damage

• Photographs of the outer packaging and delivery label

• A short video where photographs cannot adequately demonstrate the issue

Please retain the product and its packaging while we investigate. Do not repair, modify, dispose of or return the product unless we have provided instructions.

Under UK consumer law, you may have the right to reject qualifying faulty goods and request a refund within 30 days of receiving them.

After the initial 30-day period, you may be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, unavailable within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or refund.

The appropriate remedy will depend on the circumstances and your statutory rights. Chestnut & Maple will cover reasonable return costs where we are legally responsible for the return.

Damage to delivery packaging alone will not normally qualify for a remedy where the product inside is undamaged, complete and fully functional.

9. Incorrect Products or Missing Components

Contact us promptly if you receive:

• A different product from the one ordered

• The wrong size, colour or variant

• An incorrect quantity

• A product intended for another customer

• A product with missing parts, fittings or accessories

Please provide photographs of the product, packaging, product labels, shipping label and everything received.

Some multi-item orders may arrive in separate parcels or on different days. We may ask you to check all dispatch confirmations and tracking information before we open a missing-item investigation.

Depending on the circumstances, we may send the correct product or missing component, arrange a replacement, or provide an appropriate refund.

If you selected the wrong product, colour, size, variant or quantity during checkout, the cancellation return rules and customer-paid return costs will normally apply.

10. Orders Marked as Delivered but Not Received

If tracking shows that your order was delivered but you cannot locate it, please:

1. Check around the property and any nominated safe place. 

2. Ask other members of your household.

3. Check with neighbours or building management.

4. Review any photograph or delivery information supplied by the courier.

5. Contact us if the parcel still cannot be found.

We will investigate the delivery with the relevant UK warehouse and courier. We will not automatically reject a valid claim solely because tracking shows the parcel as delivered.

We may not be responsible for loss occurring after delivery where you expressly instructed the courier to leave the parcel in a nominated safe place or with a nominated person.

11. Refunds

Approved refunds will be made using the original payment method unless otherwise agreed.

Where you cancel an eligible online order, the refund will include:

• The price paid for the returned product

• The cost of our least expensive standard outbound delivery option where legally required

If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above the cost of standard delivery.

We may withhold a cancellation refund until we have received the returned goods or you provide satisfactory evidence that they have been sent back.

We will issue the refund without undue delay and normally within 14 days of receiving the returned goods or satisfactory evidence that they were returned, whichever occurs first.

Your bank, card provider or payment service may require additional time to display the refund after it has been issued.

Where only part of an order is returned, any refund of the original delivery charge will be calculated in accordance with applicable law.

12. Replacements and Partial Refunds

Depending on the circumstances, we may offer:

• A replacement product

• A replacement component

• A repair

• A partial refund or price reduction

• A full refund

A partial refund may be appropriate where only part of the product is affected, a minor issue does not prevent normal use, or you agree to keep the product at a reduced price.

We will explain any proposed resolution before completing the claim. You do not have to accept a partial refund where another remedy is required by your statutory rights.

Replacement availability is subject to stock and warehouse availability. If a suitable replacement is unavailable, we will offer another remedy in accordance with your legal rights.

13. Incorrect Addresses and Uncollected Deliveries

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error after ordering, contact us immediately. We will try to amend the address, but changes cannot be guaranteed after warehouse processing has started.

Where delivery fails because the customer supplied an incorrect or incomplete address, refused the parcel without following the returns process, or failed to collect or rearrange delivery, reasonable additional delivery, return or collection costs may apply where permitted by law.

This does not affect your rights where the delivery problem was caused by Chestnut & Maple, a warehouse or the courier.

14. Our Responsibility as the Retailer

Some orders are processed and dispatched by third-party UK fulfilment partners. However, your purchase contract remains with Chestnut & Maple.

Please contact Chestnut & Maple regarding cancellations, returns, refunds, faults and delivery problems. You should not contact or return products directly to a warehouse, supplier or fulfilment partner unless we have instructed you to do so.

Our fulfilment arrangements do not reduce or replace your statutory rights against Chestnut & Maple as the retailer.

15. Statutory Rights

Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot legally be excluded under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

For questions about this policy, contact:

Chestnut & Maple
Email: customerservice@chestnutandmaple.co.uk