This policy has been updated on the 1st May 2026. For orders placed before 01.05.2026, the previous return policy applies. You can access it here.
Essential Information
- You can cancel your order at any time before delivery without providing a reason.
- If the item is unsuitable, you have 30 days from the date of delivery to request a return and an additional 14 days to return it.
- We provide free return shipping options for most of the UK customers.
- Smaller items (under 30kg), can be returned for free by dropping off at a local parcel collection point.
- For larger furniture (over 30kg), we arrange a free pickup by a 2-man crew. Some locations are excluded. Please see details below.
- Unpacking and assembly service fees may not be refundable if completed.
- Items being returned must be in the same condition as when received. We may reduce your refund if the items show signs of use or damage.
- Please check all items immediately upon delivery and contact us if there are any issues.
- If your item arrives damaged or defective, we offer solutions including a partial refund, replacement, repair, or free return and full refund.
- Refunds are processed within 7 business days after we receive/collect the returned items and are issued via the original payment method.
Cancelling Before Delivery
- You have the right to cancel any order before delivery without giving a reason. To cancel, please contact us with your order number via email, live chat, or post.
Returning Goods for Non-Fault Reasons
Requesting a Return
- You have 30 days from the date of delivery to request a return and another 14 days to return the item after your request is confirmed.
- To request a return, please contact us with your order number via email, live chat, or post, or use our dedicated return form.
- Returns requested after 30 days will not be accepted unless an extended return period was agreed upon prior to delivery.
Returning Items Under 30kg
- Items delivered via courier can be returned free of charge by using our prepaid return service and dropping the parcel off at a designated collection point.
- Return labels are provided on request and may require printing.
- Free returns are available when you use our prepaid return service.
- If you choose to return an item using your own shipping method, you will be responsible for the return shipping costs and the risk of loss or damage in transit.
- Please ensure items are returned securely packaged to prevent damage in transit (the original packaging is recommended where available). You are responsible for the condition of the goods until they reach us. If items are returned damaged or in a condition that goes beyond what is necessary to inspect them, we may make a deduction from your refund to reflect any loss in value.
- Return shipping via collection from a home address can be arranged for an additional fee, calculated individually.
Returning Items Over 30kg
- For larger furniture items, we offer a free collection service within England, Wales and Scotland. This excludes certain areas, including postcodes IV, KW, PA, PH, islands, and Northern Ireland. For these locations, return shipping must be arranged by the customer and the costs are not covered by us.
- Where our collection service is available, you can schedule a collection date that works for you.
- If an item has been unpacked or assembled, please take reasonable care to ensure it is suitably prepared for return shipping. Where reasonably possible, items should be disassembled to facilitate safe transport.
- We recommend returning items in their original packaging where available. If this is not available, please use suitable alternative packaging to help prevent damage in transit.
- This applies to all returns, including orders where you selected our unpacking, assembly and rubbish removal service.
- If you no longer have suitable packaging, or would prefer not to arrange this yourself, we can offer a repackaging service for your convenience. Similarly, if the item has been assembled, we can also offer a disassembly service. Prices for this services are listed below.
- These services are entirely optional and provided for your convenience only. You may still exercise your statutory right to cancel and return your order without using this services.
Convenience Services:
- Repackaging items up to 90kg: £29 per item
- Repackaging items over 90kg: £49 per item
- Disassembly: £0.60 per kg
(Cost can be deducted from the refund amount or paid separately.)
Condition of Returned Items and Deductions
- You have the right to inspect the goods as you would in a retail store to establish their nature, characteristics and functioning.
- If the item has been handled more than is necessary for this purpose, we may make a deduction from your refund to reflect any reduction in value. This may include, for example, signs of use, wear, damage, or improper handling.
- Using the item beyond inspection, such as prolonged use or use in a way that goes beyond what would reasonably be done in a shop, may result in a reduced refund.
- You are required to take reasonable care of the goods while they are in your possession.
- When returning items, please take reasonable care to ensure they are adequately protected for transport. If an item is damaged during return shipping due to a failure to take reasonable care (for example, insufficient packaging), we may make a deduction from your refund to reflect any loss in value.
Additional Services (Unpacking and Assembly)
- When you purchase additional services such as unpacking, assembly, or packaging removal, these services are carried out at your request and fulfilled by third-party providers on our behalf.
- By selecting these services and agreeing to their immediate performance, you acknowledge that once the service has been fully completed, your right to cancel that service is lost.
- This means that if you choose to return the product after the service has been completed, the cost of the unpacking and/or assembly service is non-refundable. Any refund will relate to the product only, subject to our returns policy.
- If you cancel these services on the day of delivery, or refuse them at the time of delivery, we may retain or charge up to the full cost of the service. This is because, in such cases, we are charged in full by our service providers for the scheduled service.
- To avoid these charges, any changes or cancellations must be made no later than 4:00 PM on the business day prior to your scheduled delivery.
- Any charges applied will reflect the costs incurred by us in relation to your booking and will not exceed the price of the services purchased.
Damaged or Defective Items
Reporting Issues
- Transport damage or physical defects should be reported within 48 hours of delivery to ensure prompt resolution.
- We recommend inspecting items upon delivery and reporting any issues immediately. This does not affect your statutory rights to report faults at a later date.
- To assist with resolving claims, we may request photo evidence of the damage or defect. If providing photos is not possible, please contact us to discuss alternative arrangements.
- The best way to report an issue is via our dedicated claim form.
How We Resolve Claims
- If an item is damaged, defective, or incorrect, we offer options such as:
- Partial refund
- Replacement
- Repair
- Free return and full refund
- Each case is assessed individually, and our customer service team will work to resolve the issue to your satisfaction.
- If an incorrect item is delivered or the product is faulty, all return shipping costs will be covered by us.
Product Characteristics and Images Disclaimer
- Products may differ slightly from the images presented due to monitor/display settings and graphics card variations. The published images are for illustrative purposes only. Slight variations in size and weight may occur within the manufacturer’s tolerance range.
For Products Made of Wood:
- Wood is a natural, "living" material, and each piece is unique. Handmade wooden products may feature natural imperfections such as knots, cracks, gaps, uneven edges, colour variations, diverse grain patterns, and other irregularities.
- These features are intentional and highlight the natural beauty, authenticity, and originality of the wood. Such characteristics are not considered defects but rather part of the product’s charm and individuality.
- Please note that natural wood may experience slight movements or changes over time due to environmental factors such as humidity and temperature. While manufacturers carefully craft each product to ensure durability and quality, excessive cracking, instability, or structural defects are not expected and will be addressed in line with your statutory rights.
- The term "solid wood"/"made of wood" confirms that natural wood, whether joined or solid, has been used in production.
Key Legal Compliance
- This policy complies with the Consumer Rights Act 2015, which ensures customers receive goods that are as described, fit for purpose, and of satisfactory quality.
- It also adheres to the Consumer Contracts Regulations 2013, which provide a right to cancel within 14 days of delivery for online purchases.
Final Note
Return address:
Higher Jump Logistics
Brick Kiln Farm
Pury Road
Alderton Turn
Towcester
NN12 7SU
