Returns & Refunds
This page aims to answer some of the most frequently asked questions. They are summaries only and you should read our Terms of Sale for more information.
What if I don’t like the product I ordered when it arrives?
We’re sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs set out below) once the product has been returned to us.
Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect
What if the item is damaged when it arrives or you are sent the wrong item?
Our quality team check your furniture to make sure it’s up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.
If you only realise after the delivery that you’re unhappy with the quality, or if we’ve sent you the wrong item, just contact us within 14 days of delivery, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.
Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect
Can I cancel an order if I change my mind?
If you have a change of heart, you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us and we’ll cancel your order and give you a full refund.
Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You will receive a full refund (less return or collection costs set out below) once the product has been returned to us.
CUSTOM MADE Cancellations
In the case of our Custom made products your 14 days to cancel the contract begins from the moment you place your order with us. Please note that after 14 days you will be unable to cancel the contract due to the bespoke nature of the work. If you wish to cancel after 14 days, you will be charged for the full price of the order. This does not affect your statutory legal rights.
How long will my refund take?
For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).
| Payment Method | Processing the refund by OnSuit | Time taken for the money to show in your account after the refund is processed |
|---|---|---|
| Debit card | Up to 3 working days | Same day |
| Debit card others (e.g. NatWest) | Up to 3 working days | Within 3 days |
| Credit card | Up to 3 working days | Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks. |
| Paypal account | Up to 3 working days | Within 5-7 days |
| Paypal cards | Up to 3 working days | Typically within 5-7 days, but may take up to 30. Customer can see their refund policy on the T&Cs they have with their banks. |
More on PayPal refunds
If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will effect the refund within three working days but it may take up to 30 days for Paypal to process the transfer. For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.
Can I change my existing order?
Once you’ve placed an order, you won’t be able to make changes to what you have ordered but you will be able to change contact and delivery details through your My Orders page.