Company Policies

Refund Policy and Order Cancellations

We offer two types of delivery options and our returns policy varies slightly for each as follows:

National Courier (TNT, DHL, PARCEL FORCE etc)

We take great care in packaging our products to ensure they arrive with you safely in top condition. Please be sure to inspect the boxes upon arrival for damage & if in the unlikely event they appear severely damaged please refuse delivery, so they may be returned to us and a replacement sent out ASAP.

If delivery is accepted and you find that damage has occurred or is not as expected please email info@alphapine.co.uk with your order details and a replacement will be issued and collection of the affected item/s arranged at no cost.

If there is nobody available to accept delivery an attempted delivery slip will be provided, from here you may either re-schedule your delivery at a reduced cost or collect your items from the local depot.

Alpha Pine Van / Local Courier

Using this option will allow you to inspect all items upon delivery to ensure they are all as expected. If you decide not to keep them, the driver will take them away and you will receive a FULL immediate refund for that item.

After that point you still have up to 7 days after receiving your goods to cancel your order, we will arrange the collection should you require, however, a deduction will be made from your refund to cover this cost.

Unwanted Items

You have the right to cancel your order at any time before your goods are delivered to you for any reason.

In compliance with the distance selling regulations you entitled to a “Cooling Off period” where you may withdraw from this agreement at any time up to 7 working days after we have delivered the goods to you. N.B Once the good have been delivered, you must not have used them and they must be kept in the condition in which they were delivered.

It is the responsibility of the customer to return the unwanted goods to our Harrogate site. Only in exceptional circumstances and at the discretion of Alpha pine will we collect the goods from the customer. In either of these instances any cost incurred during the return of the goods must be borne by the customer. .

A restocking fee of 10% of the cost of the item may also be applied.

An administration fee of 4% may also be applied.

Once received the goods we will be inspected to ensure all returned items are included and are in the condition that we sent them to you. If any or all of the consignment is not in the condition we sent it out in or has missing components we shall charge you a further fee to cover the cost of these items.

N.B any items made to a customers specific size or design will be subject to a 50% returns fee.

What isn't covered by this Cooling Off period?

When you order your custom / bespoke furniture from us, we instruct our workshops to produce that specific item as per your order.

As a result this item has been custom made to your exact specifications and therefore would not be sold to any other customer.

Therefore these bespoke custom made items cannot be cancelled and/or returned.

We reserve the right to charge a fee of 25% for administration and handling in cases where the goods are returned and are not in their original condition or where we have incurred extraordinary expenses in the delivery and/or collection of the items.

Damaged Items

On the rare occasion where an item is damaged in transit we will of course offer to replace the damaged item immediately.

Should you wish to return rather than replace the damaged item then all costs pertaining to the return of goods delivered (as stated above concerning return of unwanted items) will apply.

Customer complaints

We will respond to every customer complaint within 5 working days of the complaint being made, either by telephone, email or fax.

Customer Services

Please email our After Sales department at info@alphapine.co.uk with all enquiries relating to customer after sales and delivery schedules. You will get a response within 3 working days.

For all general sales enquiries, please contact us on 01423 885196 during office hours or alternativley our online help. 

Mon – Sat 9am - 6pm

Sunday 12pm – 4pm

Security

All credit and debit card transactions with Alpha Pine Ltd take place over the phone once we have confirmed your order with you, your payment is taken & NO details of your card are kept on file and will be used soley for the purpose of taking your agreed payment.

Acknowledgement of orders

We will acknowledge all orders immediately via e-mail.

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not e-mail you in the future unless you have given us your consent.

We will give you the chance to refuse any marketing email from us or from another trader in the future.

The type of information we will collect about you includes:

your name, address, phone number, email address, credit/debit card details.

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should email us.