Exchange & Returns Policy Summary

This policy explains how we handle exchanges, returns, and warranties. Please take a moment to read it before placing your order. 

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1. Items Damaged in Transit 

If your goods arrive damaged or in an unsatisfactory condition, it’s important that you let us know as soon as possible. 

  • When signing for the delivery, please note any visible signs of damage (for example: box damaged or contents unchecked). 

  • Contact us within 48hrs of receiving your delivery to report any issue. 

  • Photos of the damage are always helpful and appreciated. 

  • Where the Equipment cannot be examined, the delivery note or such other note as appropriate must be marked as “not examined”. 

Letting us know promptly helps us work with our courier partners and resolve any delivery issues quickly. 

 

2. Item Not Suitable (Change of Mind / Exchange Requests) 

If you decide that an item isn’t quite right and would like to request an exchange, please contact Product Support by phone or email so we can log a report. 

The following conditions apply: 

  • A report must be logged with our Product Support Team within 48hrs of delivery. 

  • Items must be returned within 10days of purchase. 

  • Items must be unused, in their original packaging, and in a re-saleable condition. 

  • You are responsible for the cost of return postage and insurance, and for making sure the item reaches us safely. 

  • We’re unable to accept responsibility for items lost in transit. 

Please take care not to mark or damage the outer packaging, as this may make the item unsaleable. We reserve the right to refuse returns that do not meet these conditions. 

When returning an item, please include: 

  • Your order number 

  • Your contact details 

  • The reason for return 

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3. Furniture and Personalised (Bespoke) Items 

As these products are made to order, we’re unable to offer a standard returns policy on bespoke or custom items, including: 

  • Chairs 

  • Seating 

  • Desks 

These items are classed as special orders and often include personalised features. 

Assessed Purchases 

If your furniture was purchased following an assessment carried out by Insight Workplace Health (IWH) and based on our recommendation, we’re happy to review your concerns and work with you to find a suitable solution. 

If you feel the product isn’t meeting your needs: 

  • Please contact Product Support within 10 working days of delivery. 

  • We’ll discuss the next steps, which may include: 

  • Extending the sale/return period 

  • Providing advice on product features 

  • Recommending a further adjustment or adaptation period 

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4. Refund Policy 

Full Refund Policy: Refund policy – Insight Ergonomics 

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5. Care, Maintenance & Warranty 

Once your product has been delivered, checked, and confirmed to be in good condition, ongoing care and maintenance is the responsibility of the owner. 

Insight Workplace Health (IWH) cannot accept responsibility for damage caused by: 

  • Incorrect use or lack of care 

  • Normal wear and tear 

  • Wilful damage or negligence 

  • Misuse or unusual working conditions 

  • Not following user instructions 

  • Repairs or alterations made without advice or approval 

Please follow user guidelines, which can be provided from our Product Support Team. 

Full manufacturer warranty details are available from our Product Support Team. 

Please follow the manufacturer’s care and maintenance guidance carefully, as failure to do so may invalidate the warranty. 

ShapeIf you have any questions about exchanges, returns, or warranties, our Product Support Team will be happy to help. 

Email: dseorders@insightworkplacehealth.co.uk