Refund policy

Returns & Refunds

Every HWC table is made to order in our workshop. Because of this, the return rules depend on what you ordered. Please read the section that applies to you before you buy.

1. Standard-size items

If you ordered an item in one of the standard sizes and finishes offered on the product page, you may return it for any reason within 14 days of the day you (or a person you nominate) take physical possession of the goods.

Conditions:

  • The item must be unused, undamaged and in the condition in which it reached you.
  • It must be returned in its original crate and packaging. Please keep the crate until you are certain you are keeping the table — a solid wood table cannot be shipped back safely without it.
  • You must have your order confirmation or invoice.

Return shipping cost: for standard-size items returned under this right, you bear the direct cost of returning the goods. For a crated solid wood table shipped internationally this cost is substantial — typically several hundred euros — and it is charged at the actual carrier rate. We will tell you the exact amount before you commit to the return. This is permitted under Article 14(1) of Directive 2011/83/EU and is stated here so that you know it before ordering.

You may also use the model withdrawal form at the end of this page, but it is not compulsory — a clear statement by email is enough.

2. Custom-made and personalised items — no right of withdrawal

The following are made to your specifications and cannot be returned or exchanged unless they are faulty or damaged in transit:

  • Any table produced in a size other than the standard sizes listed on the product page
  • Any table with a custom height, custom leg design, cable cut-out or other requested modification
  • Epoxy tables where you selected the slabs, the pour or a colour combination that is not a listed standard option
  • Any item produced from a wood species or finish agreed with you individually

This exclusion is provided for in Article 16(c) of Directive 2011/83/EU (contracts for "the supply of goods made to the consumer's specifications or clearly personalised"), and it applies from the moment the contract is concluded, whether or not we have started production (Court of Justice of the European Union, Case C-529/19, Möbel Kraft).

We tell you this clearly before you order, on the product page and at checkout, because it is a real restriction on your rights. If you are unsure whether your configuration counts as custom, email us before ordering and we will confirm it in writing.

3. Faulty, damaged or incorrect items — always covered

Whatever you ordered, custom or standard, you are covered if something is wrong with it. Contact us at contact@hwcfurniture.com within 48 hours of delivery, with photographs, if:

  • the item arrived damaged;
  • the item is faulty or defective;
  • you received the wrong item or the wrong size.

We will repair the item, replace it, or refund you in full — at our cost, including all return transport. You pay nothing.

This does not affect your statutory rights in respect of goods that turn out to be defective later. Under EU law you have a minimum two-year legal guarantee of conformity; in the United Kingdom your rights under the Consumer Rights Act 2015 apply.

4. What is not a defect

Solid wood is a natural material. The following are characteristics of the material and are not grounds for a return or a claim:

  • Variation in grain, colour tone, knot distribution and live edge form between one table and another, or between your table and the photographs on the website
  • Variation in the shape and flow of an epoxy river
  • Small colour differences caused by your screen settings or by ambient light
  • Minor natural movement of the wood in response to humidity, within normal limits

5. How to start a return

  1. Email contact@hwcfurniture.com with your order number and, where relevant, photographs.
  2. We reply within one business day, confirm whether the return is accepted and, for standard-size returns, tell you the exact return shipping cost.
  3. If accepted, we send you the return address and instructions for handing the crate to the carrier.

Please do not ship anything back before we have confirmed the return. Items sent to us without an agreed return cannot be accepted and will be returned to you at your cost.

6. Refunds

Once your return reaches us and has been inspected, we will tell you whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the funds to your account.

For standard-size returns under section 1, the refund covers the price of the goods. The direct cost of return shipping is deducted, or invoiced to you separately, as set out in section 1.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact contact@hwcfurniture.com.

7. Exchanges

Because every table is made to order, we do not operate an exchange process. If you want a different item, return the original under section 1 (if eligible) and place a new order.

8. Online dispute resolution

If you are a consumer resident in the European Union and we cannot resolve a complaint between us, you may submit the dispute to the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We are not obliged, and do not undertake, to participate in proceedings before a consumer arbitration board.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from a contract for a standard-size item.)

To: Harden Mobilya Dekorasyon Mühendislik İthalat İhracat Sanayi ve Ticaret Limited Şirketi, Önder Mah. Çamlıtepe Cad. No: 309, Interior Door No: 4, Altındağ / Ankara, Türkiye — contact@hwcfurniture.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Signature of consumer (only if this form is notified on paper):
Date: