Terms & Conditions

When an item is deemed faulty and unfit for purpose, we will require any supporting photographic or video evidence available. Once accepted you will be offered a replacement. This will be delivered and the faulty item collected free of charge. No delivery charges for faulty items will be passed to you the customer unless you require a different delivery type to the original delivery. If you chose against a replacement or repair, we will arrange for the goods to be collected. Time scales will vary, however, we will endeavour to have them collected as quickly as possible. When the goods are back with us they will be checked for said fault/defect and if found a full refund will be issued. If however no fault is found, any refunds will exclude collection charges.

Please Note:- In the majority of circumstances, any faulty part/s will be replaced rather than the whole item, whichever is deemed cost-effective. In some cases, it may not be possible to collect the defective part/s and we ask that customers dispose of the faulty part/s in the appropriate manner.

RETURNS & REFUNDS

We strive for your utmost satisfaction with your purchase. In the event that you decide to initiate a return, we kindly request that you notify us in writing within 14 days from the date of delivery, adhering to the guidelines outlined in the Consumer Contracts Regulations. It is our policy not to impose any restocking fees; however, please note that the customer is responsible for covering the return shipping costs. For a successful return, we require the unwanted items to be returned in an unused, fully re-saleable condition, using the original, unmarked, and undamaged packaging. Once the return is approved, we will provide you with the return shipping address. Please refer to the information provided below for further details.

WHAT CAN YOU NOT RETURN?

We have a specific return policy for non-customised goods, allowing returns within a 14-day period from the date of delivery. Unfortunately, any requests for returns beyond this timeframe cannot be accommodated for change of mind reasons.

Please note that returns cannot be accepted for assembled or partially assembled flat-pack furniture. Additionally, we are unable to process returns for specially made, polished-to-order, manufactured to order and bespoke items. This category relates to Old Charm Furniture, Welcome Furniture, Bradley Furniture, Ashmore Antique Reproduction Furniture which is manufactured and polished upon order. Upholstery items upholstered from a selection of fabrics chosen by the customer from a swatch also fall under this category. Such items are tailored specifically upon request and are ineligible for return. This includes Desser Cane upholstered furniture, but excludes non-upholstered items such as lamp tables and coffee tables which fall into the 14 day return window. If you have any doubts or require further information, please ask. We offer wood samples and fabric samples for all the aforementioned items.

RETURNS / REFUNDS

To ensure a smooth return process, please adhere to the following guidelines:

Unwanted items must be returned in an unused and fully re-saleable condition, which includes being in the original, unmarked, and undamaged packaging. Please note that the packaging is an integral part of the product, and returns without proper packaging will not be accepted.

Items should not have been used or assembled in any manner. Returns cannot be accepted once the assembly process has commenced.

When returning items, it is crucial that they arrive in impeccable condition, including the packaging. Therefore, please take care to pack them securely, using clear tape to seal any boxes.

For mattresses, returns are only possible if they remain unopened. Once a mattress has been opened, used, or slept on, it cannot be returned. If you wish to test a mattress, please keep it wrapped until you have made a final decision.

Please be aware that we reserve the right to refuse a refund on any item that is deemed unsaleable upon inspection.

While returning items, we cannot assume responsibility for any loss or damage that may occur during transit back to us, as it is the customer's responsibility to send the items.

Upon receipt of the returned items, our team will inspect them, and a refund will be issued within 14 days.

It is important to note that we reserve the right to refuse a refund if the aforementioned conditions are not met. However, please be assured that this policy does not affect your statutory rights.

On some occasions, we may be able to offer a collection service. A collection fee will apply if available, which will be deducted from your refund amount.

Small items are £50, medium to larger items £50 - £149, Large to XL £149+