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To cancel an order, request a return or report a fault, contact [email protected] or call +44 203 987 1552. Please provide your order number and a clear description of your request. A clear cancellation statement is sufficient; no special form is required.
For standard-range products, you may cancel from the time you place your order until 14 calendar days after delivery. Tell us within that period, then return the goods within a further 14 calendar days, or arrange collection with us. This right also applies to standard-range sofas manufactured after you order, including the standard fabric and colour choices offered on our website.
For sofas identified as in stock when purchased, we extend the period for requesting a change-of-mind return to 30 calendar days after delivery. Contact us within those 30 days and return the sofa within 14 days of your request, or arrange collection with us. For requests made after the statutory cancellation period, the sofa must be unused and in its original condition. This additional policy does not reduce your statutory rights.
You are responsible for the direct cost of returning goods when you change your mind. You may arrange suitable insured transport yourself, or ask us to arrange collection. Please contact us first for return instructions; do not send furniture to an unconfirmed address.
For furniture that cannot normally be returned by post, our estimated collection cost is 10% of the furniture price, with a minimum of £60 for sofas. The applicable cost must be disclosed before purchase and confirmed when arranging collection. This is a transport charge, not a restocking fee. We do not charge a separate restocking fee.
Please take reasonable care of the goods and protect them for return transport. You may inspect them as you reasonably would in a shop. During the statutory cancellation period, opening packaging does not by itself remove your cancellation right. We may make a deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the law allows it.
For a statutory cancellation, we refund the product price and the cost of our least expensive standard outbound delivery service. Any extra amount paid for an enhanced delivery service is not refundable. We may deduct a disclosed return collection cost and any lawful loss-in-value deduction.
We issue refunds using the original payment method, unless you expressly agree otherwise. A voucher is optional. We refund within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever is earlier. Where we collect the goods ourselves, the statutory refund deadline runs from the cancellation notice.
The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised beyond our standard range. We will identify such an exception clearly before you order. Production starting after an order, or selecting an available standard fabric, colour or configuration, does not automatically make a product bespoke. Your rights if goods are faulty, misdescribed or do not match the agreed specification remain unaffected.
Please contact us as soon as you notice a problem. Photos and your order number help us investigate, but reporting after seven days does not automatically remove your statutory rights. If goods are faulty, not as described or do not meet the contract, the Consumer Rights Act 2015 applies, including the short-term right to reject where applicable and rights to repair, replacement or refund. We cover reasonable necessary return or collection costs for a valid fault or incorrect-goods claim. Any inspection, repair or replacement will be arranged within a reasonable time and without significant inconvenience.
Please contact us promptly if you need to change an agreed delivery appointment. Any additional charge must have been disclosed and agreed in advance and must not limit your statutory cancellation or faulty-goods rights.
Nothing in this policy limits your statutory consumer rights.
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