Returns Policy
Last updated: 1st May 2026
We hope you will be delighted with your purchase from Designer Furniture Company. However, we understand that occasionally an item may not be suitable or may arrive with a problem.
This policy explains how to cancel an order, arrange a return or report an item that is damaged, faulty or incorrect. Nothing in this policy affects your statutory consumer rights.
Cancelling an Order Before Dispatch
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.
We will do our best to accommodate your request. However, an order cannot normally be changed or cancelled once a made-to-order or personalised product has entered production.
If your order has already been dispatched, it will need to be handled as a return. Delivery and collection costs may apply.
Change-of-Mind Returns
If you purchase online or by telephone as a consumer, you normally have the right to cancel your order within 14 days without providing a reason.
The cancellation period ends 14 days after the day on which you, or someone nominated by you, receives the goods. If an order is delivered in separate parts, the period begins after the final item is received.
You must notify us clearly of your decision to cancel within this 14-day period. After notifying us, you have a further 14 days to return the goods.
To request a return, please email:
Jo@designerfurniturecompany.com
Please include:
Your full name
Order number
The product you wish to return
The reason for the return, if you would like to provide one
Photographs showing the item’s condition and packaging, particularly for furniture or other large items
Please wait for return instructions before sending anything. Goods sent to an unauthorised address may be refused or may result in additional handling charges.
Condition of Returned Products
You may inspect an item in the same way that you reasonably could in a physical shop. However, products must not be used beyond what is necessary to establish their nature, characteristics and suitability.
Where possible, returned products should be:
Unused and unassembled
Complete, with all components, fittings and instructions
Protected appropriately for transport
Returned in their original packaging
Please retain all packaging until you are satisfied with your purchase, especially for furniture, mirrors, lighting and fragile products.
We may make a reasonable deduction from your refund if unnecessary handling has reduced the item’s value. This may include damage caused by use, assembly, improper repacking or inadequate protection during the return journey.
The absence of original packaging does not automatically prevent a return. However, you are responsible for packaging the item safely, and additional collection or repackaging costs may arise where specialist protection is required.
Return and Collection Costs
Most of our products include free standard UK delivery. If you cancel an eligible order under your statutory change-of-mind rights, we will not deduct the original standard outbound delivery cost from your refund.
You are responsible for the cost of returning change-of-mind items to us. Due to the size, weight and fragile nature of furniture, lighting and mirrors, return costs can be significant.
You may arrange an appropriate insured return yourself, subject to our approval of the delivery method, or ask us to arrange collection through one of our specialist delivery partners. If we arrange collection, we will confirm the cost with you in advance and deduct the agreed collection charge from your refund.
For example, if you paid £1,200 for a product with free delivery and the agreed return collection charge is £150, the refund due would be £1,050, subject to inspection of the returned product.
We will cover reasonable return or collection costs where an item is confirmed to be faulty, damaged on delivery, incorrectly supplied or not as described.
Refunds
Once the returned goods have been received, we will inspect them and notify you of the outcome.
Eligible refunds will be made to the original payment method within 14 days of:
Receiving the returned goods; or
Receiving satisfactory evidence that the goods have been returned, where applicable.
We may withhold the refund until we have received the goods or satisfactory evidence of their return.
Please allow additional time for your bank or payment provider to credit the funds to your account.
Made-to-Order and Personalised Products
The statutory right to cancel does not normally apply to products made to your specification or clearly personalised for you. This may include products made in a customer-selected size, finish, fabric, colour or other bespoke configuration that is not offered as a standard option.
These products cannot normally be cancelled once production has begun and cannot be returned because of a change of mind.
This exception does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
A product is not automatically excluded from cancellation rights merely because it was ordered from a supplier, placed on pre-order or not held in our UK stock. Any exclusion will be explained on the product page or confirmed with you before the order is accepted.
Pre-Order and Backorder Products
A pre-order or backorder may be cancelled before dispatch unless it is made to your specification, clearly personalised or has already entered bespoke production.
Estimated delivery dates are provided in good faith but may occasionally change due to circumstances outside our reasonable control. We will keep you informed of any material delay.
Once a standard pre-order product has been delivered, the usual 14-day cancellation rights apply.
Damaged, Faulty or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives visibly damaged, faulty, incomplete or incorrect, please contact us promptly—preferably within 48 hours—so that we can investigate with the delivery company and resolve the matter quickly.
The 48-hour reporting request helps us process delivery claims but does not reduce your statutory rights.
Please provide:
Your order number
A clear description of the problem
Photographs of the complete product
Close-up photographs of the damage or fault
Photographs of the outer and inner packaging
Photographs of the delivery label
A video where this helps demonstrate a functional fault
Please retain the product and all packaging while your claim is being assessed. Do not assemble, install, repair or dispose of the product unless we have agreed this with you.
Depending on the circumstances and your statutory rights, we may offer a repair, replacement, price reduction or refund. Where goods are confirmed to be faulty, damaged, incorrect or not as described, we will cover the reasonable cost of collection or return.
Minor natural variations in colour, grain, veining, texture or finish may occur in materials such as wood, marble, stone, leather and handmade products. These characteristics are not normally considered faults where they are consistent with the product’s materials and description.
Furniture Access and Measurements
Before ordering, please check:
The product dimensions
Doorways, hallways, lifts and staircases
Ceiling heights and turning space
The intended room and final position
Access restrictions at the delivery address
Unless the product measurements supplied by us are materially inaccurate, an item being too large for the property or intended space is treated as a change-of-mind return. Return and failed-delivery costs may therefore apply.
Our delivery team may refuse to move an item through an access route where doing so could cause injury or damage to the product or property.
Mattresses and Hygiene-Sensitive Products
For hygiene reasons, mattresses and other sealed hygiene-sensitive products may lose their change-of-mind return eligibility once the protective seal or packaging has been opened, where the relevant legal exception applies.
This does not affect your rights if the product is faulty, damaged or not as described.
Clearance, Ex-Display and Imperfect Products
Sale and clearance products have the same statutory rights as full-price products.
An ex-display, outlet or imperfect item cannot be treated as faulty because of a defect, mark or imperfection that was clearly described and accepted before purchase. Your statutory rights continue to apply to any undisclosed fault or misleading description.
Trade and Business Orders
The statutory consumer cancellation rights described in this policy apply to consumers and may not apply to purchases made wholly or mainly for business, trade or professional purposes.
Trade and business returns are subject to the terms agreed at the time of purchase. Made-to-order, project and volume orders may be non-cancellable once confirmed or placed into production.
International Returns
The cancellation rights described above primarily relate to UK consumer orders. Customers returning goods from outside the UK must contact us before arranging a return.
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for return shipping, insurance, customs documentation, duties and other associated charges. Original international delivery charges, customs duties and local taxes may not be recoverable from us.
How to Contact Us
Designer Furniture Co. Ltd
Email: jo@designerfurniturecompany.com
Telephone: +44 (0) 203 937 7918
Please do not return goods without receiving return instructions from us first.
Your Statutory Rights
This policy is intended to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. It does not limit or replace any rights available to you under applicable consumer law.
The official guidance confirms the 14-day notification period, the additional 14 days to return goods and the 14-day refund deadline: GOV.UK returns and refunds guidance and GOV.UK online selling guidance.