Returns & refunds

1. Right to cancel within 14 days

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods. You do not have to give us a reason.

• Tell us within those 14 days by emailing [EMAIL] with your order number.
• You then have a further 14 days to send the items back to us.
• We refund you within 14 days of receiving the goods, or of receiving proof that you have sent them.

2. Refunds

Your refund covers the price of the item plus the standard delivery cost you originally paid. If you paid extra for a timed slot or an express upgrade, we refund the standard rate rather than the upgrade.

Refunds go back to the payment method you used. We do not charge restocking fees on a standard cancellation.

3. Return postage

• Change of mind: you pay the cost of returning the item. For large pieces we can book a collection and deduct the actual carrier cost from your refund, and we will tell you that cost before we book it.
• Faulty, damaged or wrong items: we cover the cost of return or collection in full.

4. Condition of returned items

You are welcome to unpack an item and try it as you would in a showroom: sit in the chair, raise the desk, open the drawers. If the value of an item is reduced by handling that goes beyond checking it — assembly damage, marks, or a chair used in a working office for a fortnight — we may deduct that reduction from your refund.

Keep the original packaging until your 14 days are up. It is not a condition of the refund, but flat-packed and boxed items travel back far more safely in it.

5. Exceptions to the 14-day cancellation right

The right to cancel does not apply to:

• Furniture made or finished to your specification, such as a bespoke worktop size, a chosen fabric or an engraved or branded surface.
• Items cut to length for you, including cable trunking and rug sizes ordered to measure.

Everything else in our collection can be cancelled under section 1.

6. Faulty, damaged or misdescribed goods

Separately from the right to cancel, the Consumer Rights Act 2015 gives you the right to:

• Reject faulty goods for a full refund within 30 days of delivery.
• After 30 days and up to 6 months, ask for a repair or a replacement. If that fails, you can then claim a refund.

This applies to bespoke items too, and we pay the return or collection cost for anything faulty. If a delivery arrives visibly damaged, a photograph of the box and the piece is usually all we need to send a replacement out.

7. How to return an item

1. Email [EMAIL] with your order number and what you would like to send back.
2. We confirm the return address, and for large pieces we offer a collection slot.
3. Pack the item securely, with any tools, castors and fixings included.
4. Send it to [LEGAL ADDRESS], and keep your proof of postage or your collection reference.

8. Contact

Questions about a return? Email [EMAIL], call [PHONE], or write to [LEGAL NAME LTD], [LEGAL ADDRESS]. We reply within 2 working days.