Return & Refund Policy

We want you to be completely happy with your purchase from McCullough Furniture. Each item is handmade with care, and the photographs and descriptions on the website are intended to show the item as accurately as possible.

If you have any questions about your order, please contact us and we will do our best to help.

Returns

For standard, non-personalised items bought online, you have 14 days from receiving your order to let us know that you wish to return it.

Once you have notified us, you then have a further 14 days to return the item.

Returned items must be unused, undamaged, and returned in their original condition and packaging where possible.

Personalised, Engraved or Custom-Made Items

Personalised, engraved, commissioned, bespoke or custom-made items cannot be returned or refunded unless they are faulty, damaged, or not as described.

This includes items made to a customer’s specification, items with custom engraving, initials, names, dates, messages, or other agreed personal details.

How to Return an Item

Please email us at:

info@mcculloughfurniture.co.uk

Include your order number, name, contact details and the reason for the return.

We will then provide return instructions and the correct return address.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked and insured delivery service, as we cannot be responsible for items lost or damaged during return postage.

Refunds

Once we receive and inspect the returned item, we will let you know whether the refund has been approved.

If approved, your refund will be processed to your original payment method. We aim to process refunds within 7 working days of receiving the returned item.

Original delivery costs may not be refunded unless the item is faulty, damaged, or incorrect.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible.

Please include photographs of the item, the packaging, and any damage so that we can assess the issue quickly.

Where appropriate, we will offer a repair, replacement, or refund.

Natural Materials

Please note that wood is a natural material. Variations in grain, colour, figure, texture and tone are part of the character of handmade wooden items and are not considered faults.

Every handmade item is unique, and small differences from photographs or previous pieces may occur.

Exchanges

We do not usually offer direct exchanges. If you would like a different item, please return the original standard item in accordance with this policy and place a new order through the website.

International Returns

For international orders, customers are responsible for return postage, customs forms, duties, taxes, or import charges unless the item is faulty or incorrect.

We recommend using a tracked and insured service for all international returns.

Contact

If you have any questions about this policy, please contact:

McCullough Furniture
Email: info@mccullough
Website: www.mcculloughfurniture