At Caroline Ash woods, we want you to be fully satisfied with your purchase. This Refund and Return Policy outlines the terms and conditions regarding returns and refunds for products purchased from our website. If you are not completely happy with your purchase, please review our policy below to understand your rights under UK consumer law.

1. Return Eligibility

Under the Consumer Contracts Regulations, you have the right to return most items within 14 days from the day you received the goods. You are entitled to a full refund if you change your mind about a purchase. However, please note the following exclusions:

  • Custom-made or personalised items (unless faulty)

  • Perishable goods, such as food, flowers, or other items that are not suitable for return due to health and safety reasons

  • Sealed goods which have been opened and are not suitable for return for health or hygiene reasons (e.g., personal care items, underwear, etc.)

2. How to Return an Item

To initiate a return, please contact us at support@carolineashwoods.com within 14 days of receiving your order. Please include the following information in your return request:

  • Order number

  • Item(s) being returned

  • Reason for return

Once we confirm your return request, you will receive instructions on how to send your item back to us. Please ensure the item is unused, in its original condition, and with all packaging intact. You are responsible for the cost of returning the item unless the item is faulty or damaged.

3. Refund Process

Once we receive and inspect the returned item, we will process your refund. We aim to issue refunds within 14 days of receiving the returned goods, provided they meet our return criteria.

Refunds will be issued to the original payment method. Please note that it may take up to 14 business days for the funds to appear in your account, depending on your bank or card provider.

4. Faulty or Damaged Items

If you receive a faulty or damaged item, please contact us immediately at support@carolineashwoods.com with your order details and photos of the damage. We will offer you one of the following options:

  • Replacement: We will send you a replacement item at no additional cost.

  • Refund: If you prefer, we will issue a full refund, including any shipping costs, once we receive the damaged goods.

You must contact us regarding faulty or damaged items within 14 days of receiving your order.

5. Non-Returnable Items

Certain products cannot be returned under UK consumer law, including:

  • Downloadable software or digital content

  • Items marked as non-returnable at the time of purchase

If an item falls under one of these exceptions, it will be noted in the product description on our website.

6. Exchange Policy

At this time, we do not offer direct exchanges. If you wish to exchange an item, you will need to return the item for a refund and place a new order for the desired item.

7. Contact Us

If you have any questions about this Refund & Return Policy or how we handle your data, please contact us:

Phone:+447453545726
Email: support@carolineashwoods.com
Address: Rose Cottage, Wortley Village, Sheffield, South Yorkshire, S357DB, United Kingdom