Refunds, Returns & Cancellations

We want you to feel confident ordering from Mallet & Plane. If your purchase isn’t suitable, or something arrives that isn’t right, please contact us so we can help.

30-day returns

If you change your mind, please notify us within 30 days of receiving your item by emailing info@malletandplane.com. Include your order number and details of the item you wish to return.

You must send the item back within 14 days of notifying us.

Please contact us before arranging your return so we can provide the correct return address and instructions. Our products may be dispatched from different warehouses, so please do not return goods to the original dispatch address without checking with us first.

Our 30-day returns offer is in addition to your statutory rights.

Arranging and paying for your return

For change-of-mind returns, you must arrange and pay for return delivery yourself using a courier of your choice. We do not book courier collections for change-of-mind returns.

You are responsible for agreeing the collection arrangements directly with your courier and ensuring someone is available to hand over the securely packaged goods.

Costs vary according to the item’s packed size, weight and collection address. The packed dimensions and weight are usually printed on the original box. You can use these details to obtain a return delivery estimate at dhl.co.uk or from another courier of your choice. If these details are missing or unclear, please contact us.

Please check that your chosen courier accepts the item and provides suitable cover for its type and value. Larger items may require a specialist furniture courier.

We recommend using a tracked service and keeping your proof of dispatch.

If an item is faulty, damaged on arrival or incorrect, please contact us first so we can agree an appropriate return arrangement at our expense, where required by law.

Condition and packaging

You may unpack and inspect your purchase as you would reasonably do in a shop to establish its nature, characteristics and function.

Please take care of the item while it is in your possession and return it complete, including any parts, fittings, instructions and accessories supplied.

Please retain the original packaging until you are sure you wish to keep your purchase. Use it for the return wherever possible. If the original packaging is unavailable, please use suitable replacement packaging that adequately protects the item in transit.

Missing original packaging does not, by itself, remove your statutory cancellation rights.

If handling beyond what is reasonably necessary to inspect the item has reduced its value, we may make a proportionate deduction from your refund, where permitted by law. This may include damage, staining, missing parts or signs of use. We will explain any deduction and the reason for it.

We do not charge a standard restocking fee.

Assembly and installation

Before assembling or installing an item, please check the parts, fittings and instructions and let us know if anything is missing or damaged.

Follow the manufacturer’s instructions carefully. Electrical installation should be carried out by a suitably qualified professional where required.

Damage caused by incorrect assembly, installation or misuse is not a manufacturing fault. Assembly or installation that goes beyond reasonable inspection and reduces the item’s value may result in a proportionate deduction from a change-of-mind refund, where permitted by law.

This does not affect your rights if the product or its instructions are faulty.

Damage during a customer-arranged return

Please package your return securely and check that your chosen courier accepts and provides suitable cover for the item.

If goods are damaged during a return you have arranged, we will assess the circumstances and explain any effect on your refund. Where the damage is the responsibility of your courier, you may need to make a claim against them.

We recommend photographing the item and its packaging before collection and retaining your proof of dispatch and tracking details.

Damaged, faulty or incorrect items

Please inspect your purchase after delivery and contact info@malletandplane.com as soon as reasonably possible if it arrives damaged, faulty or incorrect.

To help us resolve the issue, please provide:

• Your order number.

• A description of the problem.

• Photographs of the item and the affected area.

• Photographs of the packaging and delivery label, where available.

Please retain the item and packaging while we agree the next steps. Do not attempt repairs or arrange a return before contacting us.

Photographs help us investigate, but their absence does not remove your statutory rights.

Depending on the circumstances and your legal rights, we will arrange a repair, replacement or refund. Where a return is required because an item is faulty, damaged on arrival or incorrect, we will arrange collection or agree reasonable return costs with you.

If we arrange a collection, we will agree the arrangements with you. Please ensure someone is available at the agreed time to hand over the goods.

You normally have a short-term right to reject faulty goods within 30 days of delivery. Further rights may apply after this period. Our change-of-mind return window does not limit your rights concerning faulty or misdescribed goods.

Natural materials and handmade finishes

Many of our products use natural materials or are handmade. Variations in wood grain, knots, colour, texture and finish can occur between individual pieces.

Some products have deliberately distressed, aged or rustic finishes. Where described in the product listing, these features form part of the intended design.

Colours may also appear slightly different depending on screen settings and lighting.

These variations do not prevent you from making a change-of-mind return. They also do not exclude your rights where an item is faulty, materially different from its description or otherwise fails to meet the standards required by law.

Sale and clearance items

Our returns policy also applies to items purchased in a sale or promotion.

Where a clearance or ex-display item has a specific imperfection, we will describe it before purchase. You cannot claim a fault solely on the basis of that particular imperfection where it was clearly disclosed and accepted before purchase. Your other statutory rights remain unaffected.

Bespoke and personalised items

Items made to your individual specifications or clearly personalised may be excluded from change-of-mind cancellation and returns. Where this applies, we will explain it before you order.

An item is not excluded simply because it is ordered from a supplier specifically for you.

Your rights concerning faulty, damaged or misdescribed goods still apply.

Cancelling before delivery

If you wish to cancel an order before delivery, please email info@malletandplane.com as soon as possible, quoting your order number.

We will try to stop dispatch. If your order has already been dispatched, we will explain the return arrangements. For change-of-mind cancellations, you may be responsible for arranging and paying for the return of the goods.

Refunds

We will refund you using your original payment method unless we agree otherwise. We do not charge a refund processing fee.

For change-of-mind cancellations, we will issue your refund without undue delay and within 14 days of receiving the returned goods or receiving satisfactory evidence that you have sent them back, whichever is earlier. Where we have offered to collect the goods, we will issue your refund within 14 days of your cancellation notice.

Any lawful deduction for reduced value will be explained to you.

If you cancel your entire order, we will also refund any standard outbound delivery charge you paid. Additional charges for an upgraded delivery service are not refundable beyond the cost of our standard delivery option. Where standard delivery was free, there is no delivery charge to refund.

For partial returns, any refund of delivery charges will depend on the circumstances and your statutory rights.

Refunds for faulty goods will be handled within the applicable statutory timescales.

Your bank or payment provider may take additional time to show the refund in your account.

Contact us

To request a return, cancel an order or report a problem, please email:

info@malletandplane.com

Please include your order number so we can help promptly.

Nothing in this policy limits or excludes your statutory consumer rights.