Two different things are covered here. Changing your mind, and something arriving faulty or damaged. The rules are not the same, so we have kept them apart.
Changing your mind
You have 14 days from the day you receive your order to tell us you want to cancel. You then have a further 14 days to get the goods back to us.
Tell us by phone on 01905 964994 or by email. You do not have to give a reason.
You can handle a piece as you would in a shop, so unwrapping it and having a proper look is fine. If it comes back showing more wear than that, we may reduce the refund to reflect it.
Getting it back to us
Bringing the item back to the showroom at Broadway during opening hours is free, whatever its size.
If you would rather we collected it, you pay the carriage. Furniture cannot go back in the post, so the charge reflects what the collection actually costs us. It is set by the size of the piece:
| Size | Examples | Collection |
|---|---|---|
| Small | Mirrors, bedside tables, small side tables | £35 |
| Medium | Coffee tables, smaller TV stands, lamps | £55 |
| Large | Sideboards, cupboards, larger TV stands | £85 |
| Two person | Dining tables, bookcases, showcases | £125 |
The charge for a particular piece is on its product page, so you can see it before you order. Collections from the Scottish Highlands, the islands and Northern Ireland cost more and we quote those individually before booking anything.
This applies when you have simply changed your mind. If the item is faulty, damaged or not as described, we cover the cost of getting it back either way.
Your refund
We refund to the payment method you used, within 14 days of the goods reaching us, or of you showing us they are on their way.
The refund includes what you paid for standard outbound delivery. If you chose a faster or upgraded delivery, we refund the standard rate rather than the upgrade.
What you cannot cancel
Anything made to your specification or cut to your measurements. That means curtains, blinds, carpet cut to size, and any piece altered or made to order specifically for you. Once it is cut or put into production to your measurements it cannot be returned unless it is faulty.
Furniture ordered in from a standard range is not in this category. A piece with a lead time because it is coming from the maker can still be cancelled in the normal way.
Faulty or damaged items
This is separate from changing your mind, and the time limits are longer.
If something is faulty, not as described, or not fit for purpose, you can reject it and get a full refund within 30 days of delivery. After 30 days we will repair or replace it. If that is not possible or does not fix it, you can ask for a price reduction or a refund.
For the first six months it is on us to show a fault was not there at delivery, not on you to show it was.
If your order arrives damaged, tell the delivery team if you can and call us on 01905 964994 with a photograph. Until an order is delivered to you it is our risk, not yours, and telling us later does not cost you your rights.
Made to measure and interior design
Curtains, blinds, carpets and any bespoke work commissioned through the showroom sit outside the cancellation rules above once work has started. We will always be clear at the point of order about what can and cannot be changed.
Anything else
Call the showroom on 01905 964994, Thursday to Monday, 10am to 4pm, or use the contact page. Nothing on this page affects your statutory rights.