Refund Policy

Refunds are reviewed after the relevant cancellation, return, failed-delivery case, or product issue has been assessed. We aim to keep the process clear, documented, and fair for both the customer and the fulfilment partners involved.

When a refund may apply

• An eligible order is cancelled before supplier processing, packing, dispatch, delivery scheduling, or custom preparation begins.
• An approved return is received and inspected.
• A damaged, incorrect, or missing item claim is approved.
• An item cannot be fulfilled and no suitable alternative is accepted.

Refund method

Approved refunds are issued to the original payment method used at checkout. We cannot usually refund to a different card, account, or third-party payment method.

Once a refund is processed, your bank, card issuer, or payment provider may take additional time to post the funds to your account.

Deductions that may apply

Depending on the case, the refund amount may be reduced by applicable delivery, return shipping, collection, repacking, storage, failed-delivery, special-handling, payment processing, or handling charges. A 15% restocking fee may apply to approved change-of-mind furniture returns, delivery refusal, no-fit delivery, failed delivery, or returns requiring exceptional supplier or delivery handling. We will explain any known deductions when reviewing the request.

Order cancellations

If you need to cancel, contact us immediately with your order number. Orders may be cancelled free of charge before supplier processing, packing, dispatch, delivery scheduling, or custom preparation begins. Once an order has entered fulfilment, cancellation may no longer be possible or may involve costs already incurred.

Damaged or incorrect items

For damage or order errors, please contact us within 5 days of delivery with photos before discarding packaging or attempting repair. Depending on the assessment, the resolution may be a replacement part, replacement item, repair support, exchange, partial refund, or full refund.