How can I return an item?

Information about our returns policy

UK consumers have statutory rights (i.e. rights protected by law) to return items that are faulty. There are also statutory rights to return certain goods purchased online, so called “cancellation rights”. These statutory rights are explained below.

Please note that where applicable, all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

Your statutory rights

Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).

When cancelling and order under these Regulations you are responsible for the cost of returning the goods to us or our cost of collection if the goods are ones which cannot normally be returned by post.

We will refund the cost of the goods including the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.

Exclusions

This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:

Personalised items or custom made products such as our Made to Measure products including curtains, blinds and accessories. These products are made to your specification.

If you wish to cancel your order please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order.

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

Returning a faulty item

We are committed to selling only high-quality products, but if an item is damaged or faulty on arrival or purchase we will happily refund, repair or replace it as described below.

If a fault develops within 30 days of purchase or delivery, as applicable, please return the item with proof of purchase and we’ll happily replace or refund it.

After 30 days from purchase or delivery, as applicable, we’ll repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will be entitled to a refund.

After 6 months your statutory rights require you to prove the fault existed at the time of purchase/delivery. If you are able to evidence this, we will repair or replace the affected item and if this is not possible you’ll be entitled to a refund although this amount may be reduced for any fair use.

Please note that we will only refund the delivery charge if the whole order is damaged or faulty.