Return & Exchanges

Returns & Refunds Policy

We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, the following policy outlines your rights and our procedures for cancellations, returns, refunds, and exchanges in accordance with UK consumer regulations.

Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations, you have the right to cancel your order and return eligible items within 14 days of receiving your delivery, without providing a reason.

To be eligible for a return under this right:

  • Items must be unused, unassembled, and in their original packaging

  • Items that are partially or fully assembled are considered accepted and are not eligible for return, unless faulty

  • Custom-made or made-to-order items may be excluded, as permitted by law

Order Cancellation (Before Dispatch)

You may cancel your order at any time before it has been dispatched.

Please contact us using the details below:

Where applicable, a full refund will be issued. Please note that custom-made items (including sofas) may not be eligible for a full refund in line with our Terms & Conditions.

Amendments to Orders

Requests to amend an order can be made prior to dispatch.

To request a change, please provide:

  • Your order number

  • Details of the item you wish to change

Please be aware that orders placed using finance options or involving custom-made items may not be eligible for amendments.

Returns (Change of Mind)

If you decide that an item is no longer required, you may return it within 14 days of delivery, provided it meets the eligibility conditions outlined above.

Returns may be arranged either through our collection service or via a third-party courier of your choice.

Return & Collection Charges

Where a return is requested due to a change of mind, collection charges will apply and will be deducted from your refund:

  • Small items (below 30kg): £39–£59

  • Medium items (30–100kg): £69–£79

  • Large items (over 100kg): £69–£79

How to Request a Return

To exercise your right to return, please notify us within 14 days of receiving your delivery and provide the following information:

  • Full name and delivery address

  • Order number

  • Product code

  • Reason for return

  • Clear photographs of the item in its original packaging

Contact details:

Refunds will be processed within 14 days of receiving the returned goods, subject to inspection.

If returned items show signs of use, damage, or inadequate packaging, we reserve the right to issue a reduced refund to reflect any loss in value.

Inspection, Unpacking & Assembly

We strongly advise that all items and components are carefully inspected within 14 days of delivery and before assembly begins.

  • Do not commence assembly until all parts have been checked

  • Any damage claims must be reported prior to assembly

  • Once assembly has started, the item is deemed accepted and cannot be returned

Damaged or Incorrect Items

In the unlikely event that your item arrives damaged or incorrect, please contact us before assembly and provide:

  • Order number

  • Clear images of the damage

  • Affected part number (as per the instruction manual)

Upon verification, we will offer one of the following remedies:

  • Replacement part(s) free of charge

  • Collection of the item and a full refund

Returns of assembled items are not accepted unless the item is faulty.

Exchanges

Exchanges are subject to the same terms and conditions as returns.

You may choose one of the following options:

1. Order Before Return
Place a new order for the replacement item. Once the original item is received and inspected, a refund (minus return charges) will be issued.

2. Order After Return
Return the original item first. Once your refund has been processed, you may place a new order.

Return charges apply to all exchanges and will be deducted accordingly.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account

  2. Contact your card provider

  3. Contact your bank

If the issue remains unresolved, please contact us at interwoodfurniture.co.uk@gmail.com.