Returns procedure
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging. Items over our 14 day returns period may be returned at our discretion, however, this may not be at the full credit value.
Please see below for exceptions to this policy.
If the product returned is not in fully resaleable condition or the packaging is damaged or with markings or writing, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Received a damaged item
Please accept our apologies if your item is damaged. As long as this is reported to us within two days of delivery we will be happy to arrange a collection and replacement for you.
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on personalised, made-to measure/order, software or perishable goods (such as food and drink items which includes biscuits, coffee, and water. ) unless they are faulty.
Delivery charges
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. We do not charge for returns except for unwanted purchases of furniture, large electrical appliances
Unwanted purchases of furniture, large electrical appliances
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture, electrical appliances to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we reserve the right to make a charge of £50 to cover the collection cost. *
Cancellation of made-to-order products
Should you wish to cancel your made-to-order or made-to-measure product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 20% of the full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.*
Returns via courier collection
- Contact us quoting: order number, stock number, the reason for the return and whether you want a refund or a replacement.
- We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return within 3 days – free of charge
Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.
If you paid by credit/debit card, we will e-mail you a credit note and provide a refund back to the card.
If you paid by account, a credit note will be on your next statement.
*None of the above conditions affect your statutory rights when goods are faulty, or not as described.
