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Returns & Refunds Policy
Changed your mind? You have 14 days from delivery to tell us, and you can start a return in a few clicks from your account or simply by messaging our team. Faulty, damaged or incorrect items are collected free of charge and repaired, replaced or refunded at no cost to you, and once a refund is approved we complete it within 2–3 working days.
Your 14-day right and how to return
You may cancel and return most orders for any reason within 14 days of the day your order is delivered, and you then have a further 14 days to send the goods back or have them collected. This is in addition to your legal rights if an item is faulty, damaged or not as described. You can also cancel any order free of charge before it is dispatched; if it has already left for delivery, it is simply treated as a return.
The quickest way to start is from your own account: sign in, open My Account → My Orders, find the order and select Request refund / return (or Cancel order while it has not yet been dispatched). Tell us the reason and whether you would like a refund or an exchange. Your request reaches our team immediately — whether you paid by card or cash on delivery — and we confirm the next steps and arrange collection with you where needed.
No account, or ordered as a guest? Contact us on WhatsApp, by phone or by email with your order number and we will handle it in exactly the same way. Please do not send anything back before we have confirmed the return, as we cannot be responsible for items sent to an address we have not given you.
Condition, collection and exceptions
Items should be unused and in the same condition in which they arrived, ideally in the original packaging, which keeps furniture safe in transit and protects your refund. You may of course unwrap and inspect an item as you would in a shop; if it is handled more than that and its value is reduced, we may make a proportionate deduction from your refund.
If you are returning an item because you have changed your mind, a collection charge may apply (usually 5–10% of the item’s price, depending on the item and the cost of collection), and it is always agreed with you in writing before collection. If an item is faulty, damaged in transit or not what you ordered, collection is free of charge and we also refund the delivery you paid.
We cannot accept back made-to-order, custom-sized or specially ordered items, items that have been modified or used beyond normal inspection, or mattresses and bedding where a hygiene seal has been opened — unless they are faulty.
Refunds and faulty items
Once your refund is approved, we complete it within 2–3 working days, whether your order was paid online or by cash on delivery. Card payments are refunded to the original card through Stripe, and your bank may take a few further days to show it on your statement. Cash-on-delivery orders are refunded by bank transfer to an account in the name of the person who placed the order. You can follow the status of your refund at any time in My Account → My Orders, and we message you once it is complete.
If you chose our optional assembly service, the assembly charge is for a service already carried out at your home, so it is not refunded once the assembly has been completed; the refund for the item itself follows this policy as normal.
Please check your order on the day it arrives. If anything is damaged, missing or not what you ordered, contact us as soon as possible — ideally the same day — with clear photographs of the item and its packaging, and we will repair, replace or refund it at no cost to you. Under the Consumer Rights Act 2015 you are entitled to a full refund for a faulty item reported within 30 days, and to a repair or replacement after that. Nothing in this policy affects your statutory rights as a consumer under UK law.
Need help? WhatsApp or call +44 7882 508090 · email support@tmcommerce.co.uk · our support team is here to help every day.