Returns Policy

We aim to offer excellent customer service and an outstanding shopping experience for everyone.

Returns

Occasionally we all make purchases we're not 100% happy with, which is why we want to make life as easy as possible and offer a full refund when you return your order within 14 calendar days. Just follow these 3 simple steps:

Contact us within 14 days from receipt of the delivery and let us know of your wish to return the order and we will notify you of the return details and returns numbers required.
Please ensure that you are returning your furniture back unused, in a resalable condition, with no assembly has taken place, on those items which have been delivered flat packed, and in their original packaging.
You can then send the product back to us choosing one of two ways this can be done. Either we can manage your collection however there would be a £35 charge or 10% of the order value (whichever is greater), or you can arrange for the items to be returned to us using your own chosen courier service. This method of return will be at your own cost. We strongly recommend that you return the goods by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.

Please note that any of the following types of products, such as customised, made to order or bespoke products and anything for health and safety reasons, this includes the Mattresses and Divan Sets, are unable to be returned.

All returns are sent back at the buyers cost unless damaged/faulty, where the company will choose to replace them or issue a refund.

Please keep the item safe and protected as it's your responsibility until it has been returned.

Damaged/faulty products

We do our best all our orders arrive on time and in perfect condition. All the items will be checked before dispatch. Our high specification packaging for products is designed for transportation through the delivery network. We do appreciate that, unfortunately, there are rare times damages do occur. In this unlucky case, first of all, please accept our apologies for the issue, but secondly, please contact us and let us know as soon as you can.

Upon delivery, we strongly recommend you to check the condition of all packaging before signing for the item.

If there are any obvious signs of damage to the packaging, you can sign it as damaged on the delivery note, the best term to clearly print next to your name is "Box Damaged” other terms like unchecked can be less effective when rising requested with the courier company, and refuse to accept it from the courier and they will return it to us and we can send a replacement out to you. Or, if the damage is discovered when the product has been accepted, please contact us within 48 hours of the delivery and we will do our best to resolve any issue.

For security reasons, we can only send out replacement items or spare parts to the address used in your original order.

Furthermore, we will require some photographic evidence of the damage and part references from your assemble instructions for any faulty or damaged item before we can arrange a replacement item or spare parts to be sent to you. Please contact us here, giving us as many details as possible. Please note that naturally occurring marks of timbers and leathers such as knots and grains will not be admitted as defects. Cosmetic damage such as scratches and chips to the finish need to be notified prior to assembly.

If you ordered a self-assembly item we do ask that all parts are checked prior to assembly. This helps avoid you wasting any time assembling something which may turn out to be damaged/defective in some way. We also strongly advise you to open the packaging carefully and do not dispose of it until the product is fully assembled and ready for use.

We reserve the right to refuse return on any items that have been partially or fully assembled and are not in their original packaging.

Refunds

Your refund will be processed via your original method of payment once we receive your returned item and it has been inspected by our team and approved.

Depending on your bank/card issuer it can take between 3-5 business days for the money to appear in your bank account and 1-3 business days for PayPal refunds.

For security reasons we cannot refund a different card to the one, you made the original purchase with.

If the returned goods received by us are not in a saleable 'as new' condition or the item has been used we reserve the right to make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you. This charge will vary according to the condition of the returned item(s). The company only looks to cover the cost of this and does not profit from this.

Please note that we do not offer a free returns service and we will only refund the cost of the item. We will not refund the cost of the return postage/courier/carriage. We will not refund any carriage charges incurred by the customer unless the costs incurred are by the direct fault of the company.

If your order is subject to a Claimback made by the bank or the card issuer we reserve the right to challenge this and if the company believe the claim is of the fraudulent reason we may choose to pursue you for costs that the company incur and loss of sales that this Claimback has caused.

Cancellation by us

We reserve the right not to process your order if:

We have insufficient stock to deliver the goods you have ordered
We do not deliver to your area
One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do not process your order for the above reasons, we will notify you by e-mail and will refund you the full amount you were charged as soon as possible, but in any event within 14 days.