Refund policy

 

I would like to change my order
Once you have placed an order, you can change the items ordered and amend your contact and delivery details as long as this is done within 48 hours of receiving your Order Acknowledgement – just contact the IN-HOUSE team.

 

I would like to cancel my order
If your item or items have not yet been dispatched, just contact us and we will cancel it and give you a full refund. Cancellations made after we have sent your item(s) will need to be made at the time of delivery – just refuse the delivery or contact us within 14 days. Once you have notified us, we will let you know how to return it, or arrange for a collection. Once it gets back to us, you will receive a full refund (including your initial delivery charge, but minus any return or collection costs).
With items made to ‘own specification’, your 14 days to cancel starts from the date you place your order. Each item is bespoke, so if you cancel after 14 days, you will still be charged the full price. This does not affect your statutory legal rights.

 

I do not like what I have ordered
Not a problem. Just contact us within 14 days of receiving your order, and we will let you know how to return it, or arrange for a collection. Once it gets back to us, we will refund you (including your initial delivery charge, but minus any return or collection costs).

 

My item was damaged on arrival, or I was sent the wrong item.
It is very important that you inspect your order on delivery, because we will ask you to sign a form confirming that it is in good condition. If you are not happy, let our delivery partner know, or note this on the form and contact us.
Our dispatch team thoroughly check over your item(s) before they are packed and sent out to you. But if we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will then assess and let you know how to return the item or arrange for a collection. We will either give you a full refund, arrange for a repair, or order you a replacement.
So that we can collect it, the product needs to be disassembled and repackaged in its original packaging.

  

The cost of returns
If you need to return an item because it is faulty, or because of something we have done wrong, we will not charge you for the return/collection. But if you are returning an item because you have changed your mind, you will need to pay the cost noted below.
If you return your whole order, we will give you a full refund, including what you paid for delivery, minus the returns or collection fee.
If you only return some of your order, we will refund for those items and their delivery, minus the returns or collection fee.

ORDER VALUE	RETURN / COLLECTION COST
< £50  £50 - £149.99  £150 - £249.99 £250 - £399.99  >£400	£10 £15 £20 £30 £45

 Prices including VAT

Your refund
For security reasons, we can only make refunds to the original payment method you used to place your order. 
A refund takes up to 10 business days to be credited back to your account.