1. YOUR RIGHTS TO END THE CONTRACT
1.1 Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most Products bought online you have a legal right to change your mind within 14 days and receive a refund. However, the Product must be returned in perfect re-saleable condition and in the original condition and packaging with a proof of purchase.
1.2 When you don't have the right to change your mind.
You do not have a right to change your mind in respect of bespoke or personalised goods. Where you have ordered and received a non-standard, customised or special order Product (e.g. large furniture item, headboard, sofa, chair in your own choice of fabric and size) or goods that have been confirmed to you as non-standard, customised or special order, we cannot extend our 14 day refund policy to such items unless faulty.
2. RETURNS
2.1 Returning Products after ending the Contract.
If you end the Contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. Please note that you are responsible for the costs of returning items. If you would like your order to be collected, shipping charges apply.
You have the right to return unused goods in their original condition and packaging, upon proof of purchase, within 30 days of receipt (30 Day Guarantee). If you are exercising your right to change your mind you must contact us within 14 days of receiving the goods to inform us you wish to end the Contract. We will issue the refund when receive the item you send.
The address for returns is:
153 The Parade High Street,
Watford, Hertfordshire, UK,
WD17 1NA
2.2 When we will pay the costs of return.
We will pay the costs of return:
If you are ending the Contract because
- we have told you of an upcoming change to the Product or these terms;
- we have told you of an error in pricing or description;
- we have told you of a delay in delivery due to events outside our control;
- you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
If the order is damaged or defective, we can offer a replacement at no cost. You have to submit a picture as a proof of the damaged item. We recommend that you inspect your item within 30 days of receiving it.
If the Products are faulty, misdescribed or damaged we will replace the product offering a new one.
If the order is damaged or defective, we can offer a replacement at no cost. You have to submit a picture as a proof of the damaged item. We recommend that you inspect your item within 30 days of receiving it. If you would like to return the item, we will refund the item's price and delivery cost when the item will be returned to us.
2.3 How we will refund you.
We will refund you the price you paid for the Products, including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
2.4 Deductions from refunds if you are exercising your right to change your mind
If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) We cannot extend our 30 day money back guarantee for non-standard, customised or special order products, nor to wallpaper or fabric that is cut by the meter. You are able to return these goods for a refund; however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred. This is due to the fact that they are made as individual pieces to order, under your instruction, and it is unlikely that we can sell the goods to another customer at full price, therefore it cannot be re-stocked.
2.5 When your refund will be made.
We will make any refunds due to you as soon as we receive the item back.
If you are exercising your right to change your mind, then:
If the Products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you.
2.6 Returning an item by post internationally.
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on +44 (0)208 952 6346. We will refund any postal charges you incur to return such items. Please note that this refund will be in GBP Sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates. Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.
2.7 Gifts sent by international delivery.
We can give you a refund for the item as long as you're named on the order as the recipient. Otherwise, we'll need permission from the bill payer. Please contact our Customer Service Team on +44 (0)208 952 6346 to discuss your options.