Returns & Refunds Policy
Last Updated: 22/10/2025
We want you to love your new furniture. If there’s ever an issue with your order, we’re here to help. Please review our Returns Policy carefully before making a purchase.
1. Reporting a Problem
Please inspect your item upon delivery.
If you notice any damage, fault, or that the wrong product has been sent, let us know within 48 hours of delivery.
Email us at pioneerofdesign@gmail.com with your order number, photos of the issue, and images of the packaging if available.
2. What Can Be Returned
We accept returns in the following cases:
Damaged in transit – item arrives with visible damage.
Manufacturing fault – product has a defect not caused by use or handling.
Incorrect item – wrong product, size, or finish delivered.
Items not eligible for return:
Natural variations in wood (knots, grain, colour) which are part of handcrafted furniture.
Damage caused after delivery due to mishandling, improper assembly, or use.
Bespoke or made-to-order products.
“Change of mind” returns, unless specifically agreed (see section 5).
3. Return Process
Contact us within the required timeframe to request a return.
If approved, we will provide you with a Return Authorisation (RA) and collection or return instructions.
Items must be returned in their original packaging (or equivalent secure packaging), with all parts and accessories included.
Once the product is received and inspected, we’ll confirm your refund, repair, or replacement.
Refunds will be processed to your original payment method within 14 business days of receiving the returned item.
4. Warranty
All our products come with a 12-month manufacturer’s warranty covering structural defects. This does not cover normal wear and tear, misuse, or alterations.
5. International Orders
For overseas deliveries, any import duties, taxes, or customs charges are the customer’s responsibility. If an item is returned internationally, shipping and customs fees may apply depending on the reason for return.
6. How to Start a Return
To initiate a return, please contact our customer care team at:
Email: returns@pioneerofdesign.com
Please include:
Your order number
Item(s) you want to return
Photos and description of the issue
We’ll guide you through the process step-by-step.
7. Your Rights
Nothing in this policy affects your statutory rights under consumer protection laws.