Refund policy

This policy explains your right to change your mind after placing an order with Rosewood & Stone, how to go about it, and what happens next. It applies to all purchases made through rosewoodandstone.com or any marketplace on which we sell.

Nothing in this policy overrides or restricts the rights available to you under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Cooling-Off Period

You are entitled to cancel your purchase within 14 calendar days of the date on which the goods are physically delivered to you (or to someone you have nominated to accept delivery on your behalf). You do not need to give a reason.

The 14-day window begins the day after delivery. For example, if your furniture arrives on a Tuesday, the cancellation period runs until the end of the following Monday.

How to Let Us Know

To cancel, simply tell us in a clear statement before the 14-day period expires. You can do this by:

Email: sales@rosewoodandstone.com

Phone: 01342 770611 (Monday to Friday, standard working hours)

Post: RWS Home Ltd, Unit 3–6 Charlwoods Road, East Grinstead, RH19 2HG

What matters is that your cancellation reaches us (or is demonstrably sent) before the deadline. A quick email is the fastest route.

What Happens After You Cancel

Once we receive your cancellation notice, a member of our team will get in touch to confirm the return arrangements and provide you with the warehouse address for sending the goods back.

You then have a further 14 days from the date you notified us to get the goods back to us. We recommend using a tracked, insured delivery service, as you are responsible for the items until they reach our warehouse.

Your Refund

Provided the goods are returned in accordance with this policy, we will reimburse you for the full purchase price plus the cost of our standard outbound delivery. Refunds are processed within 14 days of us receiving the returned goods and are issued via the same payment method you originally used. You will not be charged any processing fees for the refund.

Adjustments We May Make

There are a small number of situations where your refund may be adjusted:

1. Return shipping costs. You are responsible for arranging and paying for the return of the goods to our warehouse. We do not offer a pre-paid returns label for change-of-mind cancellations, though our team can suggest suitable courier options if that would be helpful.

2. Loss of value through excessive handling. You are welcome to open, inspect, and try out your furniture in the same way you might in a showroom — that is perfectly reasonable. However, if the goods come back to us in a condition that goes beyond this kind of inspection (for example, showing signs of outdoor use, assembly marks, staining, or cosmetic damage), we may reduce the refund to reflect the diminished value. Proper repackaging also matters: we strongly recommend keeping the original boxes and internal packaging materials throughout the cooling-off period. If goods arrive back to us damaged because of inadequate packing, a deduction will be applied.

3. Premium delivery upgrades. If you chose a faster or upgraded delivery option when placing your order, we will only reimburse the amount equivalent to our cheapest standard delivery rate for your address.

4. Refused or undelivered shipments. Once an order has been handed to our courier for delivery, it is in transit and cannot be intercepted. If the goods are returned to our warehouse because delivery was refused, missed, or could not be completed, a charge of £30 per item will be deducted from your refund to cover the round-trip courier costs. Further details are set out in clause 5 of our Terms and Conditions of Sale.

Faulty, Damaged, or Misdescribed Goods

This policy covers voluntary, change-of-mind returns. If your order arrives damaged, develops a fault, or does not match its description, different rules apply — you may be entitled to a repair, replacement, or full refund at no cost to you under the Consumer Rights Act 2015.

Please refer to clause 8 of our Terms and Conditions of Sale, or contact our customer service team at sales@rosewoodandstone.com and we will guide you through the process.