Returns Information

10. Returns and Refund Policy
10.1 Withdrawal Before Contract Formation
Customer has the right to withdraw their offer if it has not been accepted by the Company as defined in paragraph 3 of these Terms and Conditions. This right ends once the Contract is formed. If a Consumer withdraws before the Contract is made, the Company will reimburse the cost of the goods and the delivery service within 14 days of notification.

10.2 Right to Cancel Within 14 Days (Consumer Contracts Regulations 2013)
Customers are entitled to cancel their order within 14 calendar days from the date the goods are received. This right does not apply to goods made to a customer’s specification, personalised items, or special orders as described in clause 10.8.

10.3 Conditions of Return for Standard Goods
Returns under the 14-day cancellation period are only accepted if:
10.3.1 The goods are unused, uninstalled, and unassembled;
10.3.2 The goods are in original, undamaged packaging;
10.3.3 The goods are in resaleable condition;
10.3.4 A return request is made in writing within 14 days of delivery.
If the returned goods do not meet these conditions, the Company reserves the right to refuse to accept the return or apply a deduction from the refund in accordance with clauses 10.4–10.7.

10.3.5 Large & High-Value Goods – Limited Right of Return
For high-value, heavy or premium furniture items (such as solid wood dining tables, sideboards, large mirrors, or other luxury furnishings), the right to cancel under the Consumer Contracts Regulations 2013 remains available only if the goods are returned in a condition suitable for resale as new.
These items are not mass-produced. Many are imported, made-to-order, or held in limited stock, requiring significant investment, handling, warehouse space, and onward logistics. Once unpacked or handled, such goods often lose material resale value, may no longer be classifiable as new, and may become economically unviable to restock.
Accordingly, the Company strictly limits returns of such items where:
10.3.5.1 The item has been unpacked, moved, placed, assembled, or installed;
10.3.5.2 The packaging has been discarded, damaged, or replaced;
10.3.5.3 The item shows any cosmetic defect, such as scratching or denting;
10.3.5.4 The item is returned in any condition other than as originally supplied.
If any of the above applies, the Company reserves the right to:
10.3.5.5 Reject the return entirely, or
10.3.5.6 Apply a refund deduction of up to 100% of the item’s value, depending on its resale viability and associated costs (e.g. storage, repackaging, liquidation).
Customers are responsible for any loss in value caused by handling beyond what would be permitted in a retail showroom. This includes damage caused while lifting, placing, repacking, or reassembling the item. Where an item is returned materially damaged or altered, ownership may revert to the customer if a refund is refused.
This clause does not affect your rights under the Consumer Rights Act 2015 where the goods are genuinely faulty or not as described.

10.4 Installation, Assembly, and Acceptance

For large or heavy items (such as multi-part tables, cabinets, or wardrobes), the act of assembling any structural component — including but not limited to attaching legs, frames, bases, installing shelves or table tops — constitutes installation and will be treated as acceptance of the goods in their delivered condition.
By proceeding with installation, the Customer accepts responsibility for the condition and suitability of the item: this may invalidate the right to return the goods for reasons unrelated to faults (e.g. colour, size, aesthetic match).
Customers are required to inspect all components thoroughly before assembly or installation and any visible damage or defect must be reported before any assembly begins, in accordance with clause 10.9.
If a manufacturing fault becomes apparent after assembly, the Customer must:
10.4.1 Notify the Company immediately upon discovery;
10.4.2 Provide clear evidence that the issue is due to a manufacturing defect, not caused by assembly, installation, movement, or handling;
10.4.3 Confirm that the item was assembled in accordance with all instructions and with appropriate care.
The Company reserves the right to reject a fault claim where:
10.4.4 The reported issue is consistent with mishandling or incorrect assembly;
10.4.5 No fault was reported before installation commenced;
10.4.6 Insufficient evidence is provided to prove the defect existed upon delivery.
Damage caused during unpacking, movement, incorrect assembly, or use is not considered a fault.
This clause does not affect your statutory rights under the Consumer Rights Act 2015.

10.5 Original Packaging Requirement
Returned goods must be in their full original packaging. If the packaging has been damaged — including but not limited to cut, torn, altered, or compromised protective foam or wrapping — the Company reserves the right to refuse to accept the return. In such cases, the Customer will have 7 days from notification to arrange and pay for collection of the unaccepted item. Failure to do so may result in storage charges or disposal at the Company’s discretion.

10.6 Installation-Related Damage
Damage caused during installation or assembly by the Customer is not considered a manufacturing fault. The Company will not accept returns or issue refunds for goods that have been damaged due to incorrect assembly, improper handling, or use of unsuitable tools or methods, , in accordance with clause 10.4.

10.7 Restocking Fee
All non-faulty returns of standard goods are subject to a 50% restocking fee, deducted from the refund. This percentage reflects handling and processing costs and applies irrespective of whether the item is returned unused.

10.8 Special Orders and Specially Sourced Furniture
Furniture and other items that are made to order, bespoke, personalised, specially sourced, or imported specifically to fulfil a Customer’s order are treated as Special Orders. This includes, but is not limited to, furniture ordered specifically for the Customer from brands such as Jonathan Charles, Richmond Interiors and AM Living, where the item is not held as part of our standard UK stock and is ordered or imported specifically following the Customer’s purchase. Once a Special Order has been confirmed and placed with the manufacturer or supplier, it cannot be cancelled, returned or exchanged, except where the goods are faulty, damaged or not as described. These items are not eligible for cancellation under the 14-day right to cancel. Customers are therefore asked to check all product details, dimensions, finishes and specifications carefully before placing a Special Order. Specifically for a customer, or otherwise classed as a special or bespoke order are excluded from cancellation and return rights once the contract is formed. These include (but are not limited to):

10.8.1 Items marked "Special Order", "Made to Order" or ''Order Now to Start Production''.;
10.8.2 Imported items requested by the customer;
10.8.3 Furniture with customer-specified finishes, sizes, or upholstery.

10.9 All goods must be inspected upon delivery. Any visible damage to the product or packaging must be reported to the Company within 24 hours of receipt and before assembly or installation begins.
If an manufacturing defect is discovered after assembly, the Customer must:
10.9.1 Report it within 30 days of delivery;
10.9.2 Provide reasonable evidence that the issue is a manufacturing fault (i.e. inherent and not caused by handling, incorrect installation, or misuse).
The Company reserves the right to refuse claims where:
10.9.3 No issue was reported before assembly;
10.9.4 The condition is consistent with damage caused during handling or assembly;
10.9.5 Where no evidence is provided to confirm a manufacturing fault, the Customer remains responsible for any damage caused during unpacking, handling, movement, or installation (fault is defined as an inherent manufacturing defect that existed at the time of delivery).

10.9.6 Customers must submit photographic evidence showing the damage while the item is still in its original packaging. If the outer box and internal protective packaging (e.g., foam) are intact and undamaged, but the unpacked item is damaged and inconsistent with packaging state, we reserve the right to conclude that the damage occurred during unpacking or handling by the customer, not during transit.

10.9.7 If a fault is identified before installation but installation proceeds regardless, this will be taken as acceptance of the goods in their delivered condition and may void any return or refund claim.

10.10 Return Logistics and Risk
Customers are responsible for the safe return of goods. We recommend using a tracked, insured, and suitable courier for large or fragile goods. For items weighing more than 30kg, we recommend using a two-man specialist furniture delivery company. Customers may contact us by email for a recommendation of a suitable delivery provider.
Goods damaged during return transit are not accepted for refund and become subject to the Company’s refusal to accept the return. In such cases, the Customer will have 7 days from notification to arrange and pay for collection of the unaccepted item. Failure to do so may result in storage charges or disposal at the Company’s discretion.

10.11 Timeframe for Return and Refund
Approved returns must be received by the Company within 14 days of the cancellation notice. Refunds (minus any applicable restocking or shipping fees) will be issued within 14 days of goods being inspected and accepted.

10.12 Delivery Fees and Promotions
If your original delivery was part of a promotional free-shipping offer, the actual delivery cost will be deducted from your refund. Delivery charges are non-refundable unless the product is faulty.

10.13 Customer Responsibilities
Customers are responsible for:
10.13.1 Retaining all original packaging until fully satisfied with the product;
10.13.2 Ensuring items are suitable for access and placement before unpacking;
10.13.3 Reading all handling and assembly guidance provided;
10.13.4 Notifying the Company without delay of any issues, and in all cases within the specific timeframes stated elsewhere in these Terms and Conditions.
Please note that the Customer becomes the owner of the goods once delivery has been completed. The Customer is legally obligated to take reasonable care of the goods while in their possession. If goods are returned having been negligently handled, damaged, or diminished in value, the Company reserves the right to refuse to accept the return and issue a refund.
The above applies primarily to smaller items that arrive in a single piece and do not require assembly. For larger items that require installation or assembly, clause 10.4 shall apply.

10.14 Refusal to Accept Return
We reserve the right to refuse to accept a return where:
10.14.1 The item has been installed, assembled, or handled beyond the level of handling that would be permitted when examining similar goods in a physical retail shop;
10.14.2 Damage has occurred after delivery and during installation or unpacking;
10.14.3 Original packaging is missing or damaged;
10.14.4 The item is returned in any condition other than as originally supplied;
10.14.5 The item was marked as non-cancellable or special order.

10.15 No Waiver of Rights
These terms do not affect your statutory consumer rights in relation to faulty or misdescribed goods.