We operate under the Consumer Contract Regulations of 2014 which replaced the Distance Selling Laws in 2013 (please see online for more detailshttp://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations). Our aim is to provide you with the best quality products at the best price with a 100% satisfaction guarantee. If you decide to change your mind about your order and want to cancel it please try to notify us before the item is despatched (exclusions apply on made to order products). But if for any other reason apart from damages / faults you decide the product is not for you then please notify us within 14 days of receipt and we can arrange your return (this does not affect your statutory rights).
All returns apart from damaged / faulty must be returned back to us in the original packaging, unopened and pristine – basically in the condition they arrived. Please return it in its original condition with proof of purchase and we'll exchange or refund it. Any returns received back not in the original condition the item was sent to you will result in a fair deduction off the refund.
Alternatively, we can safely arrange your return saving you all the hassle, this will be subject to a minimum admin charge, please note these charges will differ by product type and we will endeavour to make this clear on the product page. For damaged / faulty orders this charge does not apply and will be collected free of charge.
Damaged / Faulty goods
In the unlikely event that your item(s) are damaged during transit please make sure that you fully inspect them before signing for the receipt of your delivery as the insurance covered on the item(s) ends after delivery has been made. In all circumstances we ask customers to take photos of the box if you suspect any damage, this will help with our investigation on whether it was carrier damage or a manufacturing fault. Contact us within 24 hours and we will request pictures of the damaged item(s) so we can quickly investigate the cause and get a replacement part out to you free of charge. We reserve all rights on our decision to replace either damaged / faulty parts or a complete unit once we have completed our investigations – all will be done free of charge.
Flat pack – Assembled
Please note all flat pack items that are assembled have been fully accepted by the customer and are not covered under our 30 day returns policy, unless a genuine fault has occurred after. Our carriers are not insured to carry such large items so we do advise to keep hold of the original packaging before commencing with assembly. It is the buyer’s responsibility to arrange collection of any assembled items that need inspecting, if we do find a fault at the time of despatch then all charges will be refunded to the customer. If the item(s) returned show signs of incorrect assembly which in turn caused the fault / damage then the item will be returned back to the customer and a return / exchange will be refused – all charges will be at the customer’s expense.
Made to order / Bespoke (personalised) – Ready assembled
All made to order (ready assembled) are bespoke item(s) and are not covered under our 30 day returns policy. Please make sure you are 100% happy with your purchase, ask as many questions as you like before committing to a purchase, measure your door size so the item(s) fit through and measure the space where the item(s) will be placed once delivered. Failure to do this will result in all responsibility belonging to the customer and these items will be non-returnable. See damaged / faulty goods section for more information if you find any faults once delivered or any damages seen at the time of delivery. All bespoke items where they are personalised by the customer e.g. fabric and colour chosen specifically, then these are also non-returnable. Made to order items includes bedroom furniture, living room furniture, divan beds, tv beds, grandfather & grandmother clocks, wall & mantel clocks – all these will have made to order clearly stated on the product page.
The wrong item has been delivered
If it's our fault and you have received the wrong item(s) we will arrange collection free of charge and make the necessary arrangements for the correct item to be delivered as a priority.
Mattresses & Mattress Protectors
Please note that as with nearly all mattress retailers, these cannot be returned for health and hygiene reasons if they have been removed from the original packaging. (Unless faulty). We strongly advise that customers that buy mattresses try them on their beds with the packaging on them first, and only remove the packaging when you are completely sure that you are happy with the product.
It takes time to get accustomed to anything new. In the case of a mattress, it’s somewhere around 30 days a.k.a ‘the break-in’ period so we ask you to be patient. Your body has been used to your old mattress for such a long time it will be a shock to the system when it lies on something new. Give it 40 days, from the time of delivery, to fully get used to the mattress.
Below are what we do not class as a defect or fault:
- Mattress didn’t suit or match customers’ expectations, this would be considered as a remorse reason for return
- Comfort level not as expected
- Indentations in the mattress: The components utilised will settle in use and could compress to varying degrees due to the weight and shape of the sleeper and may result in a body impression. There is no cause for alarm; this surface “settling” or compression is not a structural or design defect, but normal, Compression of upholstery materials of less than 4.5cm is within acceptable industry standards by FIRA (depending on the age of the mattress) and should not be considered a fault. Natural fillings will be subject to more settlement, and may result in patches of uneven wear and tear - this is classed as normal settlement
A refund will be issued within 14 days of receiving the goods back or 14 days after the day you provide proof of return. We work in accordance to the Consumer Contract Regulations and by law we have 14 days to complete a refund from the day we and the customer come to an agreement that a refund will be required. Refunds are subject to the returns criteria being adhered to.
Our friendly customer services team is always at hand from Monday to Friday 8am to 8pm, Saturday & Sunday 9am to 6pm. The office is closed on bank holidays. If you have any queries, please contact us either:
- By email: email@example.com we aim to respond within 24 hours of receiving your email.
- By phone: 01204 292655.
- Write to us: The All Things Furniture Co. Ltd, Suite 7, 58 Chorley New Road, Bolton, BL1 4AP.