Refund and Exchanges

At One Stop Pine we want you to have a fulfilling shopping experience where we understand that sometimes you may need to return a product you have purchased either online or in one of our stores. To assist you, we have set out below our Return Policy.

The owner of each shop or our online team (where you purchased the goods) will make a decision on the return.

Proof of Purchase

To obtain a refund, exchange or to repair a product that you have purchased from One Stop pine, you must provide us with proof of your purchase. Proof of purchase includes:

  • Tax Invoice.
  • Receipt or Delivery Note for online purchases. Unfortunately, a confirmation email is not sufficient proof of purchase.
  • Finance documentation.

Whilst One Stop Pine will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased. Multiple item purchases in one transaction will limit our ability to establish proof of purchase.

Refunds

  • Your original tax invoice or receipt is the best form of proof of purchase.
  • Refunds will be processed using the original payment method. If you purchased using a credit card, any refund will be processed to that card.
  • Refunds are only available to the customer whose personal details are noted on the tax invoice.

Returns

The owner of each shop or our online team (where you purchased the goods) will make a decision on the return.

One Stop pine will accept product returns and provide you with credit, refund or repair where:

  • You can provide proof of purchase; and
  • The product is not of merchantable quality, or
  • The product is not a special order, or
  • The product does not match the sample or our description.

The owner of each shop or our online team (where you purchased the goods) will make a decision on the return.

Defects and Damages

Your entitlement to a refund, repair or replacement for defective or damaged goods is outlined in our warranty document. All faults or defects should be reported to One Stop pine(where purchased) within 7 days of the defect or fault appearing to avoid any further damage.

The owner of each shop or our online team (where you purchased the goods) will make a decision on the damages and defect to determine a solution for our customer.

How to make a claim: To claim under the warranty, you must contact the store of purchase or our online team.

Change of Mind

The owner of each shop or our online team (where you purchased the goods) will make a decision on the change of mind.

One Stop Pine wants you to love your new furniture. If you find it doesn’t fit when you get it home, just let us know and we can organise an exchange for something that fits. Whist we are happy to exchange, refunds are not normally provided where you have simply changed your mind or made a wrong selection. We will not accept returns on special orders. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. Exchanges are available provided that:

  • You return the item within 14 days of purchase at your own expense.
  • You produce satisfactory proof of purchase; and
  • The product is unused, in its original condition and packaging, complete with instruction manuals, assembly instructions and accessories.