Return / Exchange Policy

IMPORTANT INFORMATION ON YOUR FURNITURE DELIVERY

Whilst we do everything that we can to make sure you’re that happy with your order, we do appreciate that items need to be returned from time to time or you require further contact with us about your purchase.  To help guide you through this process please read this important information regarding our Returns & Cancellation policies for Furniture & Larger Items.

Returns

If you change your mind before you start assembling your furniture, we are more than happy to arrange a return.  We can arrange a collection for a fee of £60 - £100. Price depends on size and weight and also depends on the items that are being returned.

To return a product, it must be in its delivered form and original packaging, undamaged and not tampered with in any way.  Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products, and they can therefore not be returned.

We have a returns policy of up to 14 days from the day we have delivered the product to you. You can inform us that you wish to return the item by email and we will deduct the courier charges from your original form of payment.  We will need the following information from you: personal details (full name and address), order number, product code and reason for the return and a photograph of the items to be returned in their original packaging intact as proof they haven’t been assembled. Once the items are received by us in a resalable condition we will process your refund minus any delivery fees.

Items which have been assembled or partly assembled cannot be returned.

All items are quality checked before they leave the warehouse.

 

 Clearance / Display Items

Unfortunately, clearance and display items cannot be returned. These will be delivered to you buy our 2-man courier service and its up to you to check the items before they are signed for on delivery. Some of these items may have minor defects but would be reflected in the price.  If you are unhappy then please don’t accept delivery.

 

Items Requested To Be Set Up Prior To Delivery

 We understand that sometimes people can live alone or they simpy don’t want the hassle of putting the items together themselves.

 This is something that we offer for a price depending on the items. Prices range from £30 - £100 depending upon the item, weight, and size.

 All items that are put together prior to leaving our warehouse run a full quality and control assessment. We would only dispatch items that are in perfect condition and them items are driven directly to you via our 2 man delivery service. If for any reason you no longer want these items once they arrive you will need to refuse the delivery with the couriers, and they will return the items to us. You will be refunded minus the delivery and set up fees. It is down to you to be 100% happy with these items when you sign for the delivery. As no returns can be accepted.

 

Unpacking & Assembly & Damages

Please take time to check the product and all its parts as soon as it arrives. On the rare occasion that your item has arrived damaged in transit. Please let us know within 24 hours of receiving so we can get it replaced quickly and for free. 

If you decide you do not want a fault free replacement, you will be responsible for the return cost. 

By assembling your furniture this is deemed as acceptance of the products and they can therefore not be returned.

Please follow the assembly instructions carefully. If you experience any problems whilst assembling your product, contact our customer services team.

Product Issues

If a product you purchase develops a fault, please email our team and support the email with photographs of the problem. We will arrange either an inspection and repair or a collection and replacement of the part/item in question.

If we find that the product has developed a fault or damage caused by accident, misuse, negligence or normal wear and tear, we are under no obligation to replace the item or issue a refund. Your statutory rights are not affected.

Replacements

Any shortages, damage or manufacturing fault should be reported to our customer services team.  Customers have up 24 hours following delivery to report damage, but claims must be supported by photographs and it is the responsibility of the customer to show that the damage has not been caused by any misuse or mishandling following delivery. All claims must be supported by photographs. In most cases customer services will resolve the problem by sending a new part as quickly as possible. It is in the customer's own interest to fully inspect all furniture as soon as possible after delivery.

In the unlikely event that an item arrives damaged or faulty. You have 24 hours to make us aware of any damages from the date / time of delivery and an exchange or refund will be arranged depending on stock availability. 

Return costs will be free of charge if the item has arrived damaged or faulty but we must be made aware of this within 24 hours. 

All items must be returned in original packaging. 

Warranty

We offer a 12 month warranty on most items but cushions that come with a product (for example Rattan) are not included in the warranty.

 Please send any return queries to  returns@houseofglitzandglamour.co.uk