Returns

Thank you for purchasing one of our handcrafted pieces. If you decide your item is not suitable, you must let us know of your intention to return your items, using our online form below, within 14 days of receipt of your items. You must then return them within another 14 for a full refund. If your order was delivered to an address in the UK, we will arrange a free collection. Items should be unused, returned in their original packaging and in a fully resalable condition.

We’re unable to offer exchanges, except in cases where an item arrives damaged or faulty — in which case, we’ll arrange a like-for-like replacement. If you’d like a different product (including a different colour, finish or wood type), we recommend returning your order for a refund and placing a new order for your preferred item.

We offer a free returns service (mainland UK addresses only) that is easy to use and stress free. Carefully put the product back in the box using the original packaging and fill out our organise a return form letting us know a convenient day to pick it up from you. We will then contact the courier to arrange your collection.

If your order was delivered on a pallet please repackage your product/products and assemble them back on to the pallet. You can fill out the organise a return form below or alternatively, call our logistics team on 01326 722725 who will arrange this for you.

For returns outside of mainland UK customers will be responsible for payment of the return delivery.

We will refund the original payment method used for the purchase as soon as the goods have arrived back with us. Please note: Refunds can take up to 10 working days to be received following receipt of the goods.

Please note: bespoke or customised products are non-returnable, unless there is a clear fault with the product.

If your chosen pieces aren’t quite right, and you have a change of mind, you can register the return with us within 14 days.

For returns outside of mainland UK customers will be responsible for payment of the return delivery, customs and taxes.

For orders placed on our website we are working with Global-e to offer easier returns.

• In the first instance please email our customer service team at sales@tomraffield.com, with your name, order number and the items you would like to return. Your order number can be found on your order confirmation email. We’ll verify the details and register your return on our portal.
• International customers are responsible for their own returns and which service they use. We suggest using a tracked service. Items should be returned to the following address:

Tom Raffield Ltd
Church View Business Park
Falmouth
Cornwall
UK
TR11 4FZ

Once received, refunds will be made to the original payment method used on the original order and should show within 14 days from the date that you receive your refund confirmation email.

Tom Raffield Ltd are not liable for any returns until they are received back to the above address with proof of signature.

Tom Raffield Ltd does not process fees or charges related to importing of goods, and therefore are unable to support refunds of any duties or tax paid by you. Please contact your local tax office for assistance.

* Due to the nature of our seconds sale we charge a fee for each seconds item returned. This is detailed below and will be deducted from your refund. Seconds items can be returned to us within 14 days of receipt of the goods. We are unable to offer exchanges on seconds products except where an item is damaged in transit or an incorrect item is received.

Small seconds items (for example: table lights, wall lights, small/medium pendants and flush lights): £12 per item returned.

Medium seconds items (for example: large pendants, floor lights, chandeliers, cluster lights): £25 per item returned.