Returns Guide
At Rathwood, we want you to love your purchase. If for any reason you’re not fully satisfied, you can return your item within 14 days of delivery for a refund or exchange.
How do I return something?
Answer :
To begin the return process, simply send us an email at support@rathwood.com or give our Customer Service team a call on 059 915 6285 where we will be happy to assist you in organising your return.
All returns are subject to approval. Refunds or store credit cannot be issued until the goods have been returned to our warehouse.
Once approved a collection form will be sent which you will need to print and attach to your products that are being returned. Please note collections or returns cannot go ahead without this form.
Can I return an unwanted item?
Answer : If you have received an item that you no longer require, you have 14 calendar days (from the date the product was delivered) to notify us that you wish to return it for a refund or store credit. Please note the delivery fee is non refundable.
Please note, all products returned must be unused and in their original packaging, including the box and plastic protection. Please be advised a collection fee of €39 will be deducted from your refund.
As of 24th September, 2025 refunds for change of mind orders will be issued in the form of store credit.
Once we have received the item back within the timescale advised it will be inspected to ensure that the item is not damaged. When we are happy that the product is in a suitable condition store credit will be issued to the full value of the product.
Can I return assembled items?
Answer : Unfortunately, we cannot process a return or exchange on any goods that have been assembled unless there is a structural fault that falls within the warranty period.
There will be a non negotiable deduction from the refund if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning.
All products must be returned unassembled.
Can I return display items?
Answer : All ex-display products purchased from our showrooms cannot be returned for a refund or exchange. These products are sold as seen and any marks and damages are clearly visible before and at the time of purchase.
What if my order arrives damaged or faulty ?
Answer : Whilst we do all that we can to make sure that our packaging is secure to prevent any damage occurring during transit to your location, some damage still may be present upon delivery. Should there be any damages with your purchase upon delivery please inform us as soo as you receive your delivery so as that we can resolve this right away.
Faulty Goods
If you take delivery of a product and upon assembly or use notice a manufacturing fault, please notify us as soon as possible by emailing support@rathwood.com with photographs or videos of the issue so our team can assist. We may liaise with the manufacturer where applicable to determine the fault.
When a report of damage or fault is made we will always request for either pictures or videos of this damaged to be sent to us so as that it can assessed . For the speediest resolution, please contact us below on the contact form. Please be sure to include any images and a detailed explanation of the issue so we can determine how best to resolve this. Alternatively please call us on 059-9156285 to report any damage or email us on support@rathwood.com with images.
Please note this does not affect your statutory rights.
Who pays for the cost of returning an item?
Answer : This usually depends on the reason for the return. If a product is faulty or damaged we will cover the costs of the return and the cost of delivering a replacement.
We do not provide free returns for change of mind orders. If the product is being returned due to a change of mind or you wish for an exchange, then we will not cover the cost of this return where the item being returned must be returned in a re-sellable condition.
We can arrange for the item(s) to be picked up by our courier directly or arrange a drop off location for a fee of €39. Alternatively you can return a product to our main store R93 X3F9 at your own expense. However, you still need to email our customer care team to begin the returns process prior to returning in store.
All components including cushions must be sent back with our courier or a full refund or exchange cannot be processed. If all components are not returned, the responsibility lies with the customer to ensure the missing components are returned.
We reserve the right to deny a return if the items do not meet these criteria. Refunds will be processed upon the successful receipt and inspection of the returned items.
Refunds will be issued to the original payment method.
How long will my refund take?
Answer : If you’ve cancelled your order or returned your item to us, rest assured we will be working on processing your refund as quickly as possible. For cancellations, your refund will be processed onto the original payment method.
For returns, we estimate that we can take up to 7 - 10 working days to inspect the returned items for any faults or damages. Once it is confirmed that the item is in its original packaging and re-sellable condition, your refund will be processed as soon as possible.
If you have any queries regarding your refund, do not hesitate to contact us. Please note that none of the above will affect your statutory rights.
I want to cancel my order. How do I do this?
Answer : You can cancel your order at any time provided your item has not been dispatched to our couriers.
If you wish to cancel your order please call us on 059-9156285 to initiate the cancelation of your order or alternatively email us on support@rathwood.com with your order number eg(SO*****) stating your request to cancel your order.
However should your item be already sent to our couriers we will try and work with our couriers to recall your order once returned to our warehouse and then action a refund.
If your order is already out for delivery you will need to refuse the delivery from the courier for return to us. Cancellations in transit will incur a €39 charge. Cancellations cannot be processed while goods are in transit.
If my product is damaged or faulty, what should I do?
Answer :
Damaged Goods
Our specially trained quality controllers check your furniture to make sure it’s up to our high standards before dispatch, however damage is rare however it may occur during transport.
Upon the delivery of your goods, please inspect them for any damage. If you are happy with the delivery condition of your order you will be requested to sign for this to advise they have been received in a satisfactory condition. Where you believe these goods are damaged in any way then you should refuse the delivery for return with the driver and contact us as soon as possible to make us aware of this refusal.
If you accept this delivery based on the good condition of the packaging upon delivery but later notice any damage with the product itself please report this to us as soon as possible so we can rectify this.
If goods are returned to us following a refused delivery and, upon inspection, both the packaging and the product are undamaged, we will issue a refund for the product minus the delivery charge. Return delivery charge of €39 will be deducted from your refund as this is deemed a change of mind.
Faulty Goods
If you take delivery of a product that comes to you complete but upon assembly or use of the product you notice a manufacturing fault, please advise us of this as soon as possible. You can do this via email to support@rathwood.com, including any photographs or videos of the fault in question for examination by our team. Please note we may liaise with manufacturers where applicable to determine a fault.
What are my rights ?
Answer : Please note your statutory rights are not affected by our Returns Policy. These terms and conditions have been made in accordance with consumer rights as provided for and set out under both the Consumer Protection Act 2022 and the Sale of Goods and Supply of Services Act 1980.
For more information on these rights please see below.
