Refund & Returns Policy
We want you to be completely satisfied with your purchase. As many of our pieces are made to order, our returns policy is structured to reflect both your rights as a customer and the nature of bespoke furniture.
You may cancel your order before it has been dispatched.
- Within 24 hours of ordering: full refund issued
- After 24 hours: charges may apply depending on production status
If your item has entered production, cancellation may not be possible.
Many of our products are made to order or customised to your specification. These items are:
- Non-returnable unless faulty or damaged
- Excluded from change-of-mind returns in line with UK Consumer Contracts Regulations
This applies to items with custom sizes, fabric or colour selections, and bespoke configurations.
Returns on eligible standard items can be requested within 14 days of delivery. Items must be:
- Unused and unassembled
- In original packaging
- In fully resalable condition
- The customer is responsible for return delivery costs unless the item is faulty
- Original delivery charges are non-refundable
- Refused deliveries incur both outbound delivery and return costs
Please inspect your items carefully upon delivery. If you receive a damaged or faulty product:
- Report the issue within 48 hours of delivery
- Provide clear photographic or video evidence
We will repair, replace, or resolve the issue accordingly.
If you receive an incorrect item or something is missing from your order, please notify us within 48 hours and we will resolve the issue promptly.
- Refunds are processed within 5–10 working days of receiving the returned item
- Refunds are returned to the original payment method
Deductions may apply if items are not returned in their original condition or packaging.
Assembly charges are non-refundable once the service has been completed. We are not liable for damage resulting from incorrect self-assembly.
The following items cannot be returned:
- Made-to-order or customised products
- Items that have been assembled or used
- Items not returned in their original condition or packaging
It is the customer's responsibility to:
- Ensure the correct product and specifications are ordered
- Ensure items will fit within your property before ordering
We are not liable for incorrect measurements or access issues.
If delivery is refused for any reason other than visible damage, the customer is responsible for all outbound delivery and return costs.
If you have not received your refund within the expected timeframe, please check with your bank or payment provider first as processing times may vary. If the issue persists, please contact our support team.
- Email: support@britishfurnitureshop.com
- Phone: 0113 350 1670