CharlesTed Home
Guarantees & Your Rights
We choose every piece to last, and if something isn't right we want to put it right. Here is exactly what you are entitled to, and how natural materials like reclaimed timber behave in a real home.
Consumer Rights Act 2015
Everything you buy from us must be of satisfactory quality, fit for purpose and as described. If it isn't, the law gives you the following remedies, depending on when the fault appears.
You can reject the item and receive a full refund. You can also choose a repair or replacement instead if you prefer.
We will offer one repair or replacement. If that isn't possible or doesn't fix the problem, you can have a full refund or a price reduction. A fault in this period is assumed to have been there on delivery unless we can show otherwise.
The same remedies apply, but you may need to show the fault was present at delivery. Any refund may be reduced to reflect the use you have had. Claims can be made for up to 6 years (5 in Scotland).
A fault means a problem with the item itself. It doesn't cover normal wear and tear, accidental damage, or damage caused by misuse or by not following the care instructions.
If Something Isn't Right
- Email us with your order number, a short description of the problem and photos or a video.
- We will look into it and agree the right remedy with you.
- Where a faulty item needs to come back, we arrange collection at no cost to you, including furniture.
Items are our responsibility until they are delivered to you. If anything arrives damaged, please let us know as soon as you can so we can sort it quickly. This helps us, but it doesn't limit your rights.
14-Day Right to Cancel
Separate from faults, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel an online order for any reason, plus a further 14 days to return it. Bespoke and made-to-order pieces are not covered by this right.
Full details of how to return an item, including our £59 furniture collection service, are on our returns page.
Electrical Items
Some electrical items, such as lighting, come with an additional manufacturer's guarantee. Details are in the product packaging. A manufacturer's guarantee is extra to your legal rights and never replaces them, so you can always come to us first.
Looking After Your Pieces
Each product page includes care instructions, and these are especially important for organic, distressed, rustic or repurposed finishes. Following them keeps your piece looking its best for years.
Understanding Natural Wood
Wood is a natural material that responds to temperature and humidity by expanding and contracting. As a piece settles into your home you may notice small movements or fine surface cracks. This is the timber adjusting, and it is not a fault.
To keep movement to a minimum:
- Keep wood in stable, consistent conditions
- Place it away from heat sources such as radiators, open fires and ovens
- Protect it from standing moisture and strong direct sunlight
Our timber is treated to protect against insects and rot. If you ever notice signs of woodworm or decay, or movement that goes beyond fine surface cracks, such as a split that affects how the piece works, get in touch and we will look at it with you.
The Character of Reclaimed Timber
Some of our pieces are made from reclaimed wood over 100 years old, so each one is individual and no two are the same.
Imperfection is the point.
Because these pieces are handmade from old timber, variations in colour, grain, tone and texture, along with knots, nail holes and marks of age, are part of their character rather than defects.
If you would prefer an even, uniform finish, we would be happy to suggest an alternative.