Returns

At Gower Home we have a 14-day return policy, which means that you have 14 days after receiving your item to request a return. 

 

Change of mind

At Gower Home we are positive that you will love our wonderful homeware products, but just in case you change your mind, we are happy for you to return your goods for a refund*. Please just make sure to let us know within 14 days in writing by emailing info@gowerhome.co.uk quoting your order number, name, and address. Please be aware that it is your responsibility to ensure that the item is returned to us safely, and all delivery costs associated with any returns are pre-paid by you. To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn and unused, with tags, and in its original packaging. You must return the item within 14 days of informing us of your return in writing. You’ll also need to include your receipt or proof of purchase with your returned good/s. 

*Some exclusions apply, 'Bespoke/made to order goods’, 'Gift Cards', and 'Mattresses' for example. Please see full Terms and Conditions for further info. If there is something you think that we may have missed, then please see our FAQ's or send us an email to info@gowerhome.co.uk.

 

IMPORTANT: Unfortunately, we cannot accept returns on bespoke items, mattresses, or gift cards. For change of mind returns, customers are liable for all associated returns charges and costs. If you are returning an item of significant value or size, we recommend that you use a trackable delivery service or purchase insurance. 

You can always contact us for any returns question at info@gowerhome.co.uk. Please don't forget to also quote your order number when emailing.

 

Damaged/faulty products & replacements

We try to show all items available through our online store in their natural state. However, as some of our products are made from reclaimed wood and/or are handcrafted, you may find that some products have subtle variations from one piece to the next, or that wood grains and sizes vary slightly and this is therefore not seen as a fault. If for any reason you wish to return the item, please follow the return guidelines outlined above.

We take great care in picking and wrapping our items to ensure they arrive with you safely. However, in the rare event that your order does happen to be incorrect or arrive damaged, or faulty, please contact us immediately, via email at info@gowerhome.co.uk. We will then arrange directly with you to have the item returned to us, and for a replacement to be sent out at the earliest opportunity - please note that any collections (e.g. furniture) and replacement orders can only be made from/to the delivery address on the original order. If the item is out of stock or a one-off piece, we shall where possible offer an exchange or replacement. Alternatively, we can issue you with a full refund.

 

Damages and incorrect items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive an incorrect item, so that we can evaluate the issue and make it right.

 

Refunds
We will notify you once we have received and inspected your return, and in the case of a replacement item not being available, or a change of mind return, we will let you know if your refund is approved. If approved, you will be automatically refunded via your original payment method within 10 business days. The refund will automatically be made to your credit/debit card or original method of payment. Please allow around 2-5 working days for the funds to show on your account - some banks may vary, so please check with your branch first.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@gowerhome.co.uk.

Furniture with a five- year warranty (please refer to individual product descriptions) is covered for manufacture or product quality issues and can be returned for a refund within a period of 180 days from purchase, replaced free of charge up to a period of 365 days from purchase, or will qualify for 'on site' repair for a period of up to 5 years. Only valid product manufacture issues will qualify, whilst general wear and tear, or if you or someone else has damaged/altered the item, will not qualify. Additionally a change of mind will not qualify for any warranty claim.  

 

RETURNS ADDRESS:

 

GOWER HOME

BRISCO WILLIAMS

GORSEINON ROAD

PENLLERGAER

SWANSEA

SA4 9GG 

 

Important things to consider before ordering:

Please note that all items delivered beyond the threshold of your home are carried out at your own risk. The following handy little checklist will help to ensure that we conduct a successful delivery into your home/property.

 

Suitable floor protection - Please ensure that you have placed adequate coverings to protect your flooring and carpets. Due to health and safety, since the delivery teams cannot remove any clothing or footwear.

 

Fragile/breakable items/belongings - At Gower Home we understand that accidents sometimes occur, and so we recommend that customers remove anything that may break, or get damaged along the delivery pathway before the delivery arrives.

 

Access to and inside the delivery property - There is nothing worse than having your products delivered to find that it doesn't fit in or around your home. 

Always:

• measure your space, and check the dimensions of item/s to ensure they will fit

• look out for twisty passages, low doorways and dog-leg stairs, that may hinder the successful delivery of your item/s.

• make sure our delivery van can make it close enough to your home. Please note, when it comes to delivering to apartment buildings, properties on narrow lanes, or in remote areas, our delivery team will need to know more information, such as whether there is a lift in the building that can be used to reach your floor, if lorries or larger vehicles may have difficulty reaching you, or if further directions may help delivery drivers to locate your property.

• let us know if there are any parking restrictions or difficulties finding parking so that we can plan your delivery and make any preparations necessary. Please note that if a parking permit is required it is your responsibility to arrange this and ensure that we have this before your delivery.

• let us know if there are a large number of steps, steep, awkward or narrow walkways, in order to successfully access and deliver to your home's threshold.

• Please contact us beforehand if you are not sure and we will be happy to advise.

 

Should our logistics team feel that there is a danger to your property or equally to themselves, in delivering large or heavy items to you, or carry these items upstairs or to other rooms, they may refuse to do so.

 

Property accessibility and customer declaration - We encourage our drivers to go above and beyond to make sure that your delivery goes as smoothly as possible, but sometimes their dedication to help get your sofa in place could result in an accidental mark or two on your walls if your access is narrow. The delivery team may ask you to sign a declaration saying that you understand and are happy for them to proceed with the unlikely chance that something may get damaged or marked. If you would prefer to not sign this declaration, then we will only be able to deliver the goods to your front door.

 

Parking and restrictions- If your property has parking restrictions, it is very important that you let us know in advance so we can plan your delivery. If a parking permit is required, you must arrange this. Any problems with parking availability which result in a failed delivery or parking ticket, will be chargeable to the customer.

 

Failed/cancelled deliveries - Failed deliveries unfortunately come with a cost. With route planning, vehicle space allocation, and drivers road time, there are associated charges and costs to us for failed deliveries. Customers may be charged a nominal fee for a failed delivery. If you think that you will not be able to take delivery of your order and need to make changes to your delivery date, then please give us adequate notice to avoid a missed delivery fee. A minimum of 24 hours notice is required to cancel or re-schedule a delivery to avoid incurring this fee.
 

Delivering multiple orders - If you place multiple orders, or if you are ordering from different brands, your items may arrive on different days and with different couriers. Please do not worry if your items don’t all arrive together – we work with a variety of suppliers who may deliver direct to our customers in order to ensure that your items arrive as quickly as possible.