At Fig Atelier, every piece is carefully curated and produced to the highest standards by our European partner brands. This policy sets out your rights and our responsibilities in relation to refunds, returns, and cancellations. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Warranty
All Fig Atelier products are supplied with a manufacturer’s warranty. The specific terms of this warranty (including duration and coverage) vary depending on the brand and product. Warranty information will be provided with your order or can be requested in advance. The warranty covers manufacturing faults but does not extend to issues caused by accident, neglect, misuse, or general wear and tear.
Customised or Made-to-Order Goods
All Fig Atelier furniture items are handmade to order in Europe by our partner brands. This includes (but is not limited to) sofas, armchairs, dining chairs, dining tables, sideboards, bar stools, beds, bedside tables, coffee tables, console tables, and side tables. As each piece is produced to a client’s individual specification (such as dimension and finish), these items are classed as custom products and are therefore non-returnable and non-refundable, except where: - The product is found to be faulty or defective; or - The product has not been manufactured to the clear specification agreed with the client (for example, incorrect dimension or finish). In cases where a return is accepted, a restocking fee may apply, varying between 20% and 40% depending on the brand/manufacturer. This fee only applies to custom-made products. Additional costs of delivery, disassembly, return transport, and handling may also be deducted. Refunds will only be processed once the item has been received and inspected by the manufacturer.
Non-Customised or Standard Goods
While the vast majority of Fig Atelier furniture is handmade to order, some products are stocked by the manufacturer and are therefore classed as standard goods. These include: - Wallpapers - Cushions and pre-made cushions - Throws and pre-made throws - Paint - Standard-size rugs Under the Consumer Contracts Regulations 2013, customers purchasing these goods online are entitled to cancel their order within 14 days of receipt, provided the goods are returned in their original condition and packaging. Customers must notify Fig Atelier within 14 days if they wish to exercise this right, and then return the goods within a further 14 days at their own cost. If goods are returned simply because the customer has changed their mind, the relevant manufacturer may apply a restocking fee at their discretion. This will vary by brand, and Fig Atelier will advise the customer of any such fees before arranging the return. Restocking fees in this category only apply where the item is not faulty or defective. Faulty or misdescribed goods will always be repaired, replaced, or refunded in line with statutory rights.
Cancellations
Orders may be cancelled free of charge within 7 days of being placed. For made-to-order goods, cancellations after 7 days may incur a cancellation fee of up to 100% of the order value, reflecting the fact that production will already have begun. Fig Atelier reserves the right to cancel an order before delivery by giving written notice, in which case all sums paid will be refunded promptly. Fig Atelier will not be liable for any further loss arising from such cancellation. In the event that the manufacturer does not accept a cancellation, Fig Atelier may (at its discretion) offer the product for resale. If resold, 100% of the resale price will be returned to the original customer, less reasonable storage, handling, and delivery costs.
Faulty Items
Customers are strongly encouraged to inspect all products on delivery. If an item is damaged in transit or found to be faulty, we ask that you notify Fig Atelier as soon as possible, and ideally within 7 days of receipt, by phone or email (see contact details below). Reporting within 7 days helps us resolve issues more quickly, but this does not affect your statutory rights. Under the Consumer Rights Act 2015, you may reject faulty goods within 30 days of delivery for a full refund. Photographs of any damage may be requested to assist with the resolution. Fig Atelier will then advise whether the item should be repaired, replaced, or returned. Replacement parts or goods may take up to 10 weeks depending on the manufacturer and time of year.
Force Majeure
Deliveries may be delayed or suspended where Fig Atelier is prevented from supplying goods due to circumstances beyond its control, including but not limited to fire, accident, war, terrorism, civil unrest, government restrictions, shortages of materials, or industrial action. Deliveries will resume as soon as reasonably possible once the cause of delay has ended.
Contact Details
To discuss a return, cancellation, or faulty product, please contact: Tel: 01482 631753 Email: hello@figatelier.co.uk Address: Fig Atelier, Hesslewood Hall BC, Ferriby Road, Hessle, HU13 0LH
