Returns Policy


If any items were damaged in transit, we ask that you report this to us within 14 working days from receipt of the goods. If the items are visibly damaged on receipt, we ask that you contact on 08007311490 to discuss the best course of action. The delivery drivers documentation must be signed damaged even if the goods are accepted.

Any claim for damaged goods without the delivery drivers documentation signed damaged may jeopardise your right to cancel.

If you intend to return the items please see the instructions below.


If your items are faulty on arrival, i.e. the packaging is intact but the product does not work or the damage is not visible until the item(s) have been unpacked, you have 14 working days in which to inform us of the fault. We ask that you contact Pine and Oak Direct on 08007311490 to discuss the best course of action. Please note that if this is not reported in the said time then this may jeopardise your rights to cancel for a full refund.

Once we have verified the fault, we’ll either issue a replacement or full refund to you via your original payment method.

Items should be returned in their original packaging complete with all accessories and documentation.


If any of your purchases develop a fault, and it’s more than 14 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement (This will depend on the individual manufacturers procedures ).


If you have simply changed your mind about any item ordered ( except tailor’d products to your custom specification ) and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 working days of receipt.

The item must not be used or assembled and must be ‘as new’ in its original packaging when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense (if you would like us to do this for you there is a minimum charge of £40 depending on the item(s) ordered.

Once the item is received back to ourselves, we’ll issue a full refund for the product to your original payment method.

Need to return your item

You can request a return using our easy to use, online support form which is accessed via the customer support section of the website. We ask that you provide full details of the reason for returning the item.


For a full refund to be made, all returned items must be in a ‘Saleable’ condition. For example an item being returned as not required should still be in its original packaging and any sealed containers should still be sealed with all wrappings still intact. Goods being returned as not required should not have been used. For faulty items the original packaging materials should be used to protect the item from any damage during return transit, as any further damage occurring during return transit caused by inadequate packaging will result in a charge being deducted from any refund due, to the value of correcting said damage.


  • In all instances you will be responsible for all the delivery and collection charges
  • If the error is on our part e.g. wrong item dispatched, we will be responsible for delivery charges
  • Pine and Oak Direct are unable to accept the return of any vacuumed packed mattresses that have been opened unless there is a fault.
  • Items must be returned back in pristine condition

In the case of a faulty item, please contact us on 0800 731 1490 or email us on  as soon as is possible with the relevant details.

The cost of returns is to be covered by the customer in all circumstances unless an incorrect item has been dispatched or the item is faulty.

Your statutory rights are not affected by our returns policy.