Refund policy

We want you to love the furniture you buy from us, and we have built our returns approach around that principle. This policy sets out your legal right to cancel an order, the extended return period we offer as standard, and what happens if a piece arrives faulty or damaged.

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, simply let us know in writing, by email or through our Contact page, within this period.

Our 30-Day Return Policy

We go beyond what the law requires. Rather than the statutory 14-day cancellation window, we offer a genuine 30-day return period from the date of delivery, free of charge, on all standard made-to-order furniture. If you change your mind for any reason, contact us within 30 days of receiving your order and we will arrange free collection within seven working days. Once your item is back with us, we will process a full refund, with no collection charge or restocking fee deducted.

For step-by-step guidance on returning a sofa or armchair, see our page on How to Return Your Armchair or Sofa.

Condition of Returned Goods

Because each piece is handmade to order, we ask that returned items are in the condition in which they were delivered, aside from reasonable handling to check the piece in your home. Please use the original packaging where possible to protect the piece in transit. We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of unnecessary handling.

Bespoke and Made-to-Specification Items

Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 excludes goods made to a consumer's own specification, or clearly personalised, from the right to cancel. Choosing a fabric, leather or colour from our standard range does not make a piece bespoke, and such orders remain covered by our 30-day return policy above. Furniture is only classed as bespoke, and excluded from return, where it has been built to a genuinely custom specification outside our standard collection, for example a non-standard size, a customer-supplied material, or a one-off design commission. Where this applies, we will always confirm it with you in writing before your order is placed.

Faulty or Damaged Items

If your furniture arrives faulty, damaged, or not as described, your rights are protected separately under the Consumer Rights Act 2015. You may be entitled to a repair, replacement, price reduction or refund, and these rights are not affected by, or limited to, the return periods set out above. Please contact us as soon as possible, and in any event within 30 days of delivery, so we can arrange an inspection and put things right.

Refunds

Once we have received and inspected your returned item, we will process your refund to the original payment method within 14 days. We will notify you by email once your refund has been issued.

How to Start a Return

To begin a return, please get in touch through our Contact page with your order number and the reason for your return, and we will guide you through the rest.