Alexandra Overseas, table designs

After sales, warranties

return policy

In practice we never had a return so far. Anyway, we have to talk about it.

If the product You ordered does not meet Your expectations, send us a note via e-mail within 15 calendar days upon receipt and then send it back within 15 more business days at Your own costs (full shipping insurance required). We generally won’t ask any questions but will highly appreciate if You give us a short feedback about what You did not like.

If You return a stock item to us, we will refund 100% of the base price plus the costs of delivery out (plus VAT if charged previously) within 5 business days after receipt of the returned item.

If You return an order-made product to us, we will refund the base price minus deposit /prepayment (plus pro rata VAT if charged previously) within 5 business days after receipt of the returned item.

Please note, that in case of customized comission works the principal (buyer) commonly does not have a right of withdrawal. We offer this limited return option instead – for exceptional cases, when basically everything is alright, the product delivered is the product promised and regardless of that the buyer does not like the product (anymore).

Why is this refund limited? Any customization is based on an individual’s specific esthetic preferences. This customized product possibly won’t meet someone else’s expectations. In the worst case, if the customized item is not saleable at all, the deposit covers roughly the company’s money spent for manufacturing costs but not its loss of profit.

General warranty

Legal warranty (general EC legislation and jurisdiction) covers defects in material and manufacturing during a period of 730 days from the date of receipt. We assure that Your table has the properties/characteristics promised, is free of material defects and manufacturing faults when we send it to You. 

Business ethics of AO (without prejudice to customer’s general rights based on legal warranty regulations): if there is any problem with the table (during the whole warranty period) and if we don’t see truly clear/unambiguous indication of improper treatment for Your part, we will  consider the defect as a case of warranty. For example: a leg cracks a year after purchase, what to do? There is no sign of „maltreatment“ visible. We know well that legs made from properly selected, properly dried and properly coated wood won’t crack. To all appearances the fault lies with us, consequently this will be a case of warranty without „ifs and buts“. 
Basically we reserve our right to examine problematic products in the workshop and make our final decision thereafter.  
Warranty: repairing, making a new table, reduction of the price. In case of warranty everything will ship at our own expense (from You to us and back again to You).

Warranty does not cover defects caused by improper assembly and improper handling (most probably during installation) of the table. Warranty does not cover defects caused by improper use and abuse of the table, e.g. overloading, cleaning with inappropriate agents (abrasives and agressive chemicals), exposition to extreme heat, sun radiation and moisture. We ask for Your understanding that warranty does not cover damages caused by everyday use of the tables (wear).

Feel absolutely free to contact us with problems, even years after expiration of the warranty period. In some cases it may make sense if we restore Your table (we will do this at minimal charges). Otherwise we will readily assist You or Your local cabinet maker in troubleshooting.