We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
We will consider each request for returns carefully. To be eligible for a return, your item must:
- Not have been opened or unsealed, other than for inspection
- Not have been exposed to odours and smells
- Not have been tampered with
- Not have been assembled
- Be unused
- Not be damaged
- Be with the original packaging and labels
- Be ready for collection
You’ll also need the receipt or proof of purchase.
If your goods have absorbed smells from your home or there are any signs of tampering, we will regrettably be unable to authorise the return.
If you selected our assembly service and we have removed your packaging to be destroyed, you will not be able to benefit from our returns policy, unless you specifically asked us to retain the packaging for 14 days.
You would have been given a chance to inspect the products after assembly and before our team left your premises and you would have signed a waiver, accepting the item and waiving your right to return the items.
If you purchased your goods in a sale, as ex-display products or as clearance sale goods; regrettably, our returns and refunds policy does not apply to these products. A ‘sale’ item is any item which has been reduced from its original full price.
If you comply with the criteria above; to start a return, you can contact us at email@example.com and we will arrange to inspect the goods and schedule a collection date.
Depending on the circumstances of your request and the conclusion of our inspection of the item, at our discretion, we may offer you to:
- Exchange the item with the same model and price
- Exchange the item with a different model and price, and pay or receive a refund on the difference
- Return the item to receive vouchers to use in the future
- Return the item to receive a refund
All returns shall be charged at £100 inclusive of VAT for each order. The fee is payable in advance of the collection. This is the cost for us to send a two-man courier team to collect the goods.
If you placed more than 1 order which is to be returned, you will pay the collection fee per order. For example, if you purchased a 3+2 seater set and then later purchased a chair. And now you wish you return all 3 items; you will incur 2 collection fees.
If you miss the scheduled collection date / time for any reason, such as for example: your phone being switched off, you provide the incorrect contact details, you not answering the door or access to your property not being available, your collection fee will be kept and a further fee will be payable for a further collection to be organised. Please ensure you are available and reachable for the date and time your collection is scheduled.
If you decide to return the item and exchange it with another item, please note that you will be required to pay the delivery fee for the new item to be delivered (£50).
This is because of the picking, packing and loading process. Each order has to be picked from the warehouse, packed, checked and loaded according to the delivery schedule and this delivery fee of £50 covers the process.
In addition, if you originally had your item assembled, and now wish for your replacement to be assembled, you will be required to pay the assembly fee again.
RETURNS POLICY FOR DAMAGED & FAULTY ITEMS – (DOOR-STEP DELIVERY ONLY)
Sadly, from time to time, in less than 2% of cases, products can arrive from the manufacturers with a fault or with superficial damage.
If you have selected our standard doorstep delivery service, please unpack your goods within 24 hours and report to us any problems you find by telephone call, WhatsApp message or email firstname.lastname@example.org
If you can’t get through to us, just to ensure there is a record of your report, please ping us a quick message or an email and we will revert to you. This email or message will record the date and time you contacted us.
Please note: you must always supply us with pictures or videos of the damage or fault you discover.
In the event of damage or fault, please do not use the products. Kindly re-pack them in the original packaging.
We will firstly do our best to repair or replace the products for you and if this is not possible, we will collect the goods from you as a matter of priority.
We will issue you with a full refund within 2 days but it can take up to 3-5 days for the money to reach your account. If you paid using Finance options with SNAP Finance, KLARNA or DivideBuy, their refund policies may take upto 10 days to return your funds.
We will not accept liability for any damage to goods which is not reported to us within 24 hours.
NOTE: We will not collect, exchange or refund any goods which:
- have been used
- have been opened or unsealed, other than for inspection
- have been exposed to odours and smells
- have been tampered with
- have been assembled
- have been damaged
- don’t have the original packaging and labels
- are not ready for collection
In the case of damaged or faulty items, your return and exchange or refund request will come with Free Collection and Free Re-delivery.