CANCELLATION POLICY
We cannot cancel, exchange, refund or accept returns on any made-to-order furniture so please make sure that the item, size, and finish is right before you place your order. If unsure please ask for free wood, fabric, or leather samples.
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Made to order Policy
All furniture is bespoke and made to order with Bernhardt specifically to your approved specification (including fabrics, finishes and dimensions where applicable). For this reason, we operate a strict no-returns policy once an order has been confirmed beyond the 24-hour amendment period.
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We strongly encourage clients to review all specifications carefully prior to order confirmation.
Wood finish samples and fabric samples are available on request to assist with final selections.
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Order Amendments and Cancellations
A 50% deposit is required to confirm your order. Orders may be amended or cancelled within 24-hours of confirmation. After 24 hours, production is considered in progress and deposits become non-refundable. The remaining 50% is payable once the product has been completed and prior to delivery.
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Change of mind
It is the clients responsibility (or receiving warehouse/installation team) to inspect good immediately upon delivery. If any damage is identified:
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1. The damage must be clearly noted on the delivery documentation
2. Photographic evidence must be provided within 48 hours of receipt
3.All original packaging must be retained until the claim is resolved
Failure to notify us within this timeframe may affect the ability to submit a claim.
Where damage is confirmed as occurring in transit, we will liaise directly with the carrier and Bernhardt to resolve the matter promptly.
Manufacturing Faults & Warranty
Bernhardt furniture is manufactured to the highest standards and is covered under the manufactures warranty. If a manufacturing fault arises:
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.Minor issues deemed repairable will be resolved by a qualified technician
.In cases of significant structural or manufacturing defects, the item will be replaced in accordance with Bernhardt's warranty service.
Normal wear and tea, misuse, improper installation, commercial use (unless specified), or damage caused by environmental conditions (humidity, sunlight exposure, etc.) are not covered.
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All warranty claims must be supported with clear photographs and a written description of the issue.
Natural Materials Disclaimer
Many Bernhardt products use natural materials such as solid wood, veneers, stone, leather and natural fibres.
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Variations in:
.Grain pattern
.Colour tone
.Texture
.Natural markings
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are inherent characteristics of the material and are not considered defects.
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Installation & Third-Party Handing
If goods are handled by a third-party receiving warehouse, installation team, or courier arranged by the client:
.Responsibility transfers upon signed delivery
.Any damage occurring after receipt is not covered under warranty.
We strongly recommend using professional furniture handlers and white-glove services where appropriate.
Samples
Wood finish samples and fabric swatches are available upon request.
Please note:
.Samples are indicative only.
.Variations may occur due to batch production and natural materials
.Screen representations may differ from physical finishes
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Cancellations by us
In the unlikely event that we need to cancel an order, we will notify you as soon as possible and will refund you the full order value including any delivery costs.
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Our commitment
While we operate a no-returns policy due to the bespoke nature of our products, we are committed to ensuring that any issues are handled efficiently, professionally, and in direct coordination with Bernhardt.
Our role is to act as your dedicated liaison throughout the process from specification through to aftercare.