Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be brand new, unused and in the same condition that you received it. It must also be in the original packaging where available.
To be eligible for a return you will have to arrange collection of your sofa back to us at our warehouse. The sofa must be in brand new condition as it was sold to you, without faults, tears, stains or marks. When your sofa is delivered please check your sofa carefully before signing the delivery note as by signing the delivery note you are confirming that you are happy with the delivered item.
If you have to return an item that is faulty you will not have to pay a collection fee.
If you wish to return the item because you have changed your mind, then you will have to pay a collection fee as follows:
|Order Value||Collection Fee|
|£0 – £350||£25|
|£350 and above||£50|
If we attempt to collect your item and you are not at the property at the pre-arranged time and we are unable to collect the item through no fault of our own, then an additional collection fee will be charged for us to come back at another date to collect the item.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back without liaising with us and confirming that you wish to return your purchase.
There are certain situations where only partial refunds are granted:
- Where items are returned with obvious signs of use
- If there are stains, marks or damage to any part of the sofa or it’s material.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
All of our items are made to order, bespoke and custom made for each order. Therefore it is not possible to cancel your order after 24 hours as it is likely that the manufacturing process would have already begun and materials consumed specifically for your product.
If you do wish to cancel please contact us as soon as possible at email@example.com or calling us on 0330 133 6253 and we will help you as best as we can.
We guarantee the frame on your sofa for a period of 10 years from the date of purchase. This means that if the frame breaks or becomes faulty we will repair or replace it free of charge.
This guarantee only covers manufacturing faults developing and does not cover accidental damage caused by the sofa being subjected to accidental damage.
We cannot guarantee the fabric, however will be more then happy to assist with providing replacement cushions covers or frame coverings where possible at cost price.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you have received a damaged item, we will endeavour to replace it for you. If you need to exchange it for the same item, send us an email at email@example.com. We will arrange for collection or delivery of your item.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should send us an email at: firstname.lastname@example.org.
Unless otherwise arranged, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We may be able to collect the item from you for a small fee. Please contact us and we will guide you through the process.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Complaints & Disputes
We understand that sometimes accidents happen. If your order arrives damaged or if for any reason you are unhappy with our products or services please contact us via phone on 0330 133 6253 or via email at email@example.com. State the reason for your complaint and we will endeavour to effectively resolve the issue as quickly as possible.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.