Returns & Refunds
We want you to be confident in every purchase. This policy explains your statutory right of withdrawal, how to initiate a return, exclusions, and the timelines we follow when issuing refunds or arranging repairs.
4.1 Right of Withdrawal — 14 Days
EU consumers who purchase online or by phone may withdraw from the contract within 14 days of delivery without giving reasons. Notify us via email with your order number, the items you wish to return, and your preferred outcome (refund or exchange). You must send back the goods within 14 days of informing us.
4.2 Exclusions
The right of withdrawal does not apply to:
- Custom-made or personalised products (e.g. bespoke dimensions, fabrics, finishes).
- Built-in or installed items once installation has begun.
- Sealed goods not suitable for return for health or hygiene reasons if unsealed (e.g. mattress toppers).
- Items that cannot be returned without risk of damage after assembly, unless they are faulty.
4.3 Condition of Returned Goods
Please handle goods with care. You may inspect items as you would in a showroom, but returns must include original packaging where possible. Deductions may apply for diminished value caused by handling beyond what is necessary to verify characteristics or functionality.
4.4 Return Logistics & Costs
Large or fragile items may require a scheduled collection. Unless we supplied a defective or incorrect item, you bear the direct cost of return shipping. We can arrange collection and provide a quote based on size, weight, and location.
4.5 Refunds
Refunds (including the cost of standard delivery, where applicable) are issued within 14 days of receiving your withdrawal notice. We may withhold the refund until the goods are returned or you provide proof of shipment. Refunds are made using the original payment method unless otherwise agreed.
4.6 Exchanges
Subject to stock availability and inspection, we can arrange exchanges. Custom or personalised goods cannot be exchanged unless they are defective. Exchange shipping fees may apply.
4.7 Faulty or Non-Conforming Items
If your item is defective or not as described, contact us promptly with photos or videos. Remedies include repair, replacement, price reduction, or refund in accordance with EU consumer law and our Warranty & Repairs policy.