Returns and Refunds

We want you to be happy with what you buy from us. This page explains your rights, how to return something, and what happens next. Nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Changing your mind: orders placed online

If you ordered online or over the phone, you have 14 days from the day you receive your goods to tell us you wish to cancel, and a further 14 days from telling us to return them. You do not need to give a reason.

To cancel, email us or call the showroom with your order number. A clear statement that you are cancelling is enough; you can also use the model cancellation form in the Regulations if you prefer.

• Goods must be returned in a resaleable condition, unused and with their original packaging where possible.
• You are responsible for the cost of returning the goods, or you can ask us to collect for a charge that we will quote before collecting.
• We may reduce your refund to reflect any loss in value caused by handling beyond what is needed to check the item, in the same way you would in a shop.
• We refund within 14 days of receiving the goods back, or of proof that you have sent them, to the original payment method.

Orders placed in the showroom

The 14-day cancellation right above applies to distance and off-premises sales, not to goods you choose and buy in person in our showroom. For showroom purchases we are not obliged to refund a change of mind, but we will always try to help — talk to us and we will look at an exchange or a credit note where the goods are unused and in original condition.

Your rights if something is faulty are exactly the same wherever you bought it. See below.

Made-to-order and personalised items

Sofas, chairs and other furniture made to your choice of fabric, leather, size or finish are made specifically for you, so the 14-day cancellation right does not apply once production has started. We will tell you at the time of ordering when your order reaches that point, and we will always try to amend an order before it goes into production. Faulty made-to-order goods are covered in full by the section below.

Faulty, damaged or misdescribed goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you have the short-term right to reject faulty goods for a full refund.
• Within 6 months we will repair or replace faulty goods. If a repair or replacement is not possible or does not fix the problem, you can claim a refund, which may be reduced to reflect the use you have had.
• Up to 6 years from delivery (5 years in Scotland) you may still have a claim if the goods were not durable enough, though after 6 months it is for you to show the fault was there when you received them.

Manufacturer guarantees run alongside these rights and never replace them. Most of our furniture carries a guarantee of at least 12 months against manufacturing defects, and many frames carry considerably longer cover. Your paperwork will confirm the terms for your item.

What is not covered

Guarantees and the rules above do not cover normal wear and tear, damage caused by accidents, misuse, unsuitable cleaning products or failure to follow the care instructions, damage from pets, or the natural settlement of fillings and the natural variation in wood grain, leather markings and fabric batches. Items sold as ex-display, clearance or "sold as seen" are covered for faults not pointed out at the time of sale.

How to start a return or report a fault

1. Contact us with your order number, the item, and what the problem is. Photographs help enormously for damage or faults.
2. We will respond within 2 working days and tell you what happens next.
3. For faults we may arrange an inspection or a manufacturer technician visit before a repair, replacement or refund.
4. For cancellations we will confirm the return address, or arrange and quote a collection.

Please keep the item safe and unused while we sort it out. Do not attempt a repair yourself, as it may affect your cover.

Refunds

Refunds are made to the original payment method within 14 days of us receiving the goods or proof of return, and usually much sooner. Where delivery was charged, we refund the standard delivery cost; we do not refund the extra cost of an upgraded delivery service you chose. Where an order was part of a multi-buy or promotional price, the refund reflects the price actually paid for that item.

Contact us about a return

Call or email the showroom, or use our contact page. If we cannot resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider, and you can find general guidance from Citizens Advice.