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Westwood Return Policy

At Westwood, we take pride in manufacturing premium modern furniture to international standards. If you are not completely satisfied with your purchase, we are here to help with a convenient 14-day return policy. 

The 14-Day Return Window

You have 14 days from the date your order is delivered to request a return. The request needs to reach us inside those 14 days; the item does not have to be back with us by then.

What Can Be Returned

To be accepted, an item needs to be:

  • unused and unassembled
  • in its original packaging
  • complete, with all hardware, fittings and instructions included

This is why we ask you to check an item over before you start building it. Once a flat-pack item has been assembled it cannot be repacked safely for transport.

What cannot be returned

  • items that have been assembled, modified, drilled, cut or refinished
  • items damaged by misuse, accident, or by being loaded beyond the weight limit in the instructions
  • items returned without their original packaging or with hardware missing
  • made-to-order and custom-specification pieces

None of this limits your rights where an item is faulty. A manufacturing fault is covered by our warranty whether or not the item has been assembled — see Terms & Conditions.

Missing a Piece or Found a Defect? (Save Time and Effort!)

Before you pack up an item for a return, consider our free parts replacement service. We know that disassembling and repacking furniture is a hassle. If a piece arrived damaged, missing, or defective, we can easily send you a replacement part so you don't have to return the entire item.

WESTWOOD 1-Year Limited Parts Replacement Warranty

  • Coverage Period: This limited warranty is valid for one (1) year from the original date of purchase by the end-user.

  • What is Covered: Westwood warrants that all furniture and hardware products will be free from defects in material and workmanship under normal indoor residential or commercial use. If any part of the product is found to be defective due to a manufacturing fault, poor craftsmanship, or material failure during the 1-year period, Westwood will provide a free replacement part.

  • What is Not Covered: Normal wear and tear, fading, or natural variations in wood grain and metal finishes. Damage resulting from improper assembly, misuse, abuse, alterations, or unauthorized repairs. Damage caused by exposure to extreme moisture, direct sunlight, or improper cleaning agents. Incidental or consequential damages.

  • How to Claim a Part: To file a warranty claim, please contact our customer support team with your proof of purchase, a description of the defect, and clear photographs or videos illustrating the affected part. Once inspected and verified, the replacement part will be dispatched promptly.

How to Start a Return

  1. Go to our contact page and tell us your order number and which item you want to return.
  2. Tell us the reason. If the item is damaged or faulty, attach photographs of the item and of the outer carton.
  3. We will confirm your return in writing and arrange collection with our courier.
  4. Repack the item in its original packaging with all hardware included, and keep it accessible for collection.

Please wait for our written confirmation before sending anything back. An item returned without it can be delayed or refused at our warehouse.

Who Pays for Return Shipping

We do, where the fault is ours — the item arrived damaged, arrived faulty, or is not what you ordered.

You do, where you are returning an item because you changed your mind. The collection fee is deducted from your refund and we will tell you the amount before we book the collection, so you can decide.

Damaged or Faulty on Arrival

Report damage within 48 hours of delivery, keep the packaging, and send us photographs. We will replace the damaged part, replace the item, or refund you in full — whichever you prefer. See our Shipping Policy for what to check on arrival.

Cancelling Before Dispatch

An order that has not yet been dispatched can be cancelled in full at no cost. Contact us as soon as you can, since orders are packed within 1 to 2 business days.

Exchanges

We do not process direct exchanges. To swap an item, return it under this policy and place a new order — that way you are not waiting on a returned item to clear before your replacement ships.

Reward Points on a Returned Order

Reward Points follow the order they belong to.

  • Points earned on an order that is later returned or cancelled are deducted from your balance, because the purchase they were credited for did not stand.
  • Points you spent on an order that is returned or cancelled are returned to your balance in full, and are available to spend again straight away.

Both adjustments appear as their own entries under Reward Points in your account, so the reason for any change to your balance is always on the record. Where only part of an order is returned, only the points relating to that part are adjusted.

Refunds

Once your returned item reaches us and has been inspected, we issue your refund. How and when you receive it is set out in our Refund Policy.

Questions

If you are not sure whether an item qualifies, ask before you repack it. Reach us through our contact page with your order number.