‘All About The Olive Wood’

 Returns and Complaints Procedure

Returns

We understand that sometimes products need to be returned. Please see below for your statutory rights.

Online Purchases (Excluding bespoke or personalised items)

If you purchase an item online, you can cancel your order within 14 days of receiving your goods. You must return the item to us in its original condition. You have 14 days to return the goods once you’ve told us.

We will then refund you within 14 days of receiving the goods back. You do not have to provide a reason for your return.

Items purchased in person (excluding bespoke or personalised goods)

If you purchase an item from our workshop or the shop, we offer a 7 day return policy. You have 7 days to return your item and we will offer you a full refund or exchange. Proof of purchase may be required. If purchased on card it may take 5-7 days for the refund to be actioned by the bank.

Personalised items

Where you have ordered a bespoke or personalised item, we will only offer a refund should the item be faulty. We will need proof, via photo evidence or return it to us. You can send it to: dave@allabouttheolivewood.co.uk or All About The Olive Wood, 55 Buckhaft Road, Cinderford Gloucestershire, GL143DT. We will then offer you a full refund or exchange.

Faulty Items

If you purchase an item that is faulty, we offer a full refund or exchange for up to 30 days, providing that we have proof of the fault. Please see above for return details. We may also ask for proof of purchase from us.

We only have to accept returns from the person who bought the item originally.

Complaints

‘All About The Olive Wood’ aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with ‘All About The Olive Wood’ please tell us by contacting us at:

Email: dave@allabouttheolivewood.co.uk or info@labouroflovelasercraft.co.uk

Or telephone us on: 07980709283 or 07921366534.

How we deal with a complaint:

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to us at:

All About The Olive Wood, 55 Buckshaft Road, Cinderford, Gloucestershire, GL143DT

All written complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If you are still not satisfied you can contact the Consumer Ombudsman for further advice and guidance.