Refund policyFor products purchased on line, you have the right to cancel orders on products that are not made to order/special order by notifying us in writing (including email) before delivery, or within 7 working days of receiving the goods. This excludes beds/mattresses and pillows which have been taken out of their original sealed packaging and made to order/special order items.
If you cancel your order after the goods have been delivered and signed for in good order, you must not use the goods, you must take care of them and keep the original packaging where possible and make them available to us when we call to collect them on a date we will agree with you. We will refund to you all the monies paid by you for the goods in question, including the original delivery charge and excluding the cost of collection of £50 in our free delivery areas; collection charges outside the area (free delivery area) will be equal to the delivery charge or £50 whichever is the greater (i.e. if delivery charge is £100 the collection charge will be £100). The refund will be in the same form of payment originally used for the purchase PROVIDED THAT the goods are returned/collected and received in the condition that they were delivered to you within 30 days. The refund will be processed within 5 days of the goods arriving back at our distribution centre.
If the product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount. This does not affect your statutory rights.
Damaged, Incomplete or Defective Goods
Every effort will be made to ensure that the goods you have ordered arrive undamaged, complete and without defect.
We will ask you to examine the goods in the presence of our delivery crew and if you find the goods to be defective in any way this should be noted on the delivery documentation which will be relayed to our customer services department who will contact you within 48 hours.
The damaged/defective goods can be returned with our delivery crew or alternatively we can arrange to order a replacement item and in the meantime you can use the items as delivered (keeping in good order) until we can redeliver the replacement item. Alternatively one of our very experienced service technicians can visit you at a convenient date to carry out an inspection and if possible repair the goods or obtain the necessary parts to carry out the repairs (most times this is the most convenient route for our customers as they do not have to wait for redelivery of the goods and you can continue to use them).
If the damage is discovered after delivery, you must contact us within 2 days of delivery of the goods.
Unwanted purchases of furniture, large appliances and other large goods
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture, appliances or other large goods to ensure successful delivery, and to confirm that the product is the right size for your needs.