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Last updated: [ date ]
How long you have
You may return most items within [ number ] days of delivery. [ State whether the window runs from delivery or from dispatch — they are different dates, and with furniture lead times they can be weeks apart. ]
Condition
Items must be unused, in the condition you received them, and in their original packaging. Furniture that has been assembled [ can / cannot ] be returned. Mattresses and bedding [ can / cannot ] be returned once the sealed packaging has been opened, for hygiene reasons.
What cannot be returned
- Made-to-order and custom-configured items — anything built to your choice of fabric, finish or dimension. [ Confirm whether this is your policy; it is common in furniture but it is your decision. ]
- Clearance or as-is items sold at a reduced price because of a known fault.
- [ Anything else you exclude. ]
None of this affects your right to return an item that is faulty or not as described.
Starting a return
Email [ returns email ] with your order number and what you would like to return. We will confirm whether the item is eligible and how to send it back. Please do not ship anything before we have confirmed — we may need to arrange a carrier for larger pieces.
Return shipping and restocking
[ State who pays return carriage. For furniture this is the single most disputed line in any returns policy, and leaving it vague is what turns a return into an argument. ]
[ State whether a restocking fee applies, and how much. If none, say so. ]
Where an item is faulty or was sent in error, we pay the return carriage.
Refunds
Once we receive and inspect the item we will refund it to the original payment method within [ number ] working days. Original delivery charges [ are / are not ] refunded except where the item was faulty.
Damaged on arrival
Inspect your delivery before the carrier leaves where you can. If an item arrives damaged, photograph it and contact us within [ number ] days. Do not dispose of the packaging — carriers usually require it for a damage claim.
Exchanges
[ State whether you exchange, or whether a return and a fresh order is the process. ]
Contact
[ Returns email ], [ telephone ], [ returns address if different from your trading address ].