Returns - FAQs
If you have placed your order online or over the phone and have changed your mind; your right to cancel an Order starts the moment we receive your Order Acknowledgement and ends 14 days from the date we deliver or you collect your Products.
The 14 day period provides you the opportunity to decide whether to cancel the Order; you will then have a further 14 days to return the goods to us.
Your refund will be processed within 14 days.
When an order is within this period please contact our Customer Services team on 01254 304070 to discuss the next steps.
Please take good care of the Products as a deduction can be made to your refund if the value of the Products has reduced due to excessive handling. The extent that you can handle the goods; is the same as assessing them instore.
When a delivery has been made to you; your refund to the delivery charge will be at the basic rate of delivery that we offer for that Product; we are not obliged to refund any enhanced services that you have opted for on the Order Confirmation.
We are not obliged to refund any costs associated in returning the goods to us.
If you would like us to collect the goods, this can be arranged at a cost of £99 for UK Mainland (excluding Northern Ireland).
Made to Order Products
When a Product has been specially made for you; will have no right to cancel the Contract or Return them.
The vast majority of our upholstery and bespoke dining ranges will be made-to-order to your personal requirements and are typically distinguishable as they advertised with a lead time; as opposed to items which are displayed as instock or clearance.
Where we agree to a cancellation of a Made to Order Product (as opposed to a non-conforming Product) we will write to you to advise that the Contract has been cancelled.
PLEASE NOTE IMPORTANT: Where we accept a cancellation for a Made to Order Product; we will cancel the Contract and deduct a 25% restocking fee of the price of the Products (that is the purchase price) and we will retain any delivery, re-delivery or specialist service charges.
We offer our standard twelve months warranty on all Products.
We warrant that on the date of delivery and for the Warranty period, the Products will be free from material defects arising from normal domestic home use for Products remaining in the UK.
The usual warranty does not apply to any defect in the Product arising from wilful damage, storage conditions, accident, negligence by you or a third party, any commercial or institutional use, your failure to follow our Care Advice or any instructions given with your Products, or any alteration or repair you carry out without our prior written consent.
You will have to pay a call out fee of £75 inc VAT if you wish to make a warranty claim on or after the twelve months from and including the delivery date of the Products. If there is not an exact replacement available as a remedy, eg: the Product is discontinued you will be offered a price reduction as a remedy based on the age of the Products since delivery. Any monetary value of the Products will be based on the purchase price only and not any Recommend Retail value.
Occasionally a item may arrive damaged or develop a fault over it's lifespan; when this is the case we usually offer to have the item repaired or replaced for you within our standard twelve month warranty period.
Depending on how long your have owned the Product affects if you can claim a refund though. Where possible we would love the opportunty to put things right for you; when this isn't possible we understand you may want a refund instead;
- 0 - 30 days if you refuse a repair or replacement, you can claim a full refund.
- 30 days - six months you must provide us at least one opportunity to repair or replace the Product before you can claim a refund.
- Six months or more you must provide us at least one opportunity to repair or replace the Product before you can claim a partial refund, and the burden of proof is on you to prove the product is faulty.
When accepting a repair or replacement, you can state your preference; however, we reserve the right to choose which would be easier or more cost effective to do so.
If the repair or replacement we have attempted is unsuccessful you can claim a refund or price reduction if you wish to retain the Products.
If you have a faulty or damaged item; we apologise for the disappointment this has caused.
Please call our Customer Services team to discuss the next steps on resolving this for you on 01254 304070
We have various locations across our business that goods can be returned to. depending on the size / type of the Products.
To ensure we provide you with the correct location; please contact the Customer Services team on 01254 304070 to dicuss further.