Please inform us of your intention to return goods by filling in the. A member of our customer service team will be in contact within 2 working days to issue a returns number and gather further information if required. (Please do not return items until you have been issued with your returns number).
Your order reference number and returns number will need to be clearly marked on the paperwork you send back with the goods, so that we can process your return efficiently. Any items returned without a returns number will not be processed. We strongly recommend you use some form of recorded delivery and that goods are securely packaged and insured as we cannot accept any responsibility for lost or damaged goods.
Unwanted goods
Returning goods is not a problem, all we ask is they're returned within 28 days of delivery, unused, in perfect condition and in their original packaging. Goods returned to us that do not meet these requirements will be sent back to you at your cost (normally our standard delivery charge),alternatively a re-stocking fee may be charged. The original delivery charge cannot be refunded. Furniture and equipment orders may be subject to additional charges/conditions, please see below for details.
Due to health and safety regulations, we cannot accept returns (subject to our discretion) of the following products if the packaging has been opened:
This list is not exhaustive, your statutory rights are not affected.
Please note returns can take between 7-10 days to be processed and a refund issued.
Damaged, incorrectly delivered or missing goods
We take great care to ensure all goods you receive are correct and undamaged. However, in rare cases where incorrect/damaged goods are received or goods listed on the delivery note are missing, please inform us within 48 hours of delivery If we don't receive this information in the given time frame, we are not liable for any loss of earnings or other costs incurred due to damaged or incorrect products received, or items missing from deliveries.
We’ll begin an investigation immediately and contact you with the next steps. You will be reimbursed the cost of delivery if required to send anything back to us, but please note photos/videos will be requested for damaged items.
Faulty goods
If a fault has developed within the manufacturer’s warranty period, a repair or exchange will be offered once the manufacturing fault has been confirmed.
In cases where the fault (or cause of the fault) is not apparent we reserve the right to send the item for testing. This will usually be carried out by the manufacturer and their response will be required before any actions can be taken. We will notify you of the outcome and options available. If a manufacturing fault is not found the item will be sent back to you at your cost (normally our standard delivery charge).
Furniture and equipment items
Most furniture and equipment items are built to order or custom built; orders for these items cannot be cancelled more than 5 working days after being placed.
We may in rare circumstances accept the cancellation or return of an order outside of this timescale however this is at our discretion and may be subject to a charge of up to 20% of the value of the goods as well as the delivery charge.
Costs of delivery for unwanted furniture orders will be deducted from any refund issued.
