Returns Information

In compliance with the Consumer Rights Act 2015 you have a cooling off period where you may withdraw your order and therefore your agreement with us. The cooling off period is any time up to 14 working days from the day the order was placed. You must cancel your order in writing by either letter or email. We must receive this within the 14 day period.

If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. 

The product must be in its delivered form and must not have been tampered with in any way. You are advised to where ever possible use the original packaging to protect the product on its return journey, unless assembled by our own delivery team.

The product will be inspected on return to ensure that the product has not been tampered with and is complete. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods. Should it be determined that the item has been handled more than they would have been in a shop an amount may be deducted from the refund.

Where a refund is to be paid we will refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any case within 14 days of the day we receive the returned goods.

We accept liability for any damage or shortfall of goods delivered subject to being notified at the point of delivery. If items are received damaged please call us immediately on 01305 262666 and we will rectify the problems as soon as possible.

Distance selling regulations allow the consumer 30 days to report a fault, however the longer the item is within the home the more onus there will be on the consumer to prove that the fault was there on delivery. Once a fault is reported we are within our rights to offer a repair or replacement rather than a refund. Following any repair or replacement the consumer has the remainder of the 30 days or 7 days (whichever is longer) to assess the repair/replacement.

Should repair/replacement fail, be disproportionate or not possible, the consumer will have the right to a price reduction or a final right to reject.


Made to Order, or bespoke items

Made to order and bespoke items are exempt from the usual distance selling regulations offered on standard items. Made to order items include many of our sofas, armchairs, upholstered beds, mattresses and indeed all ercol products. Typically, we will not be able to accept cancellation of the order if your product has gone into production.


Hygiene & Bedding

For hygiene reasons, divan sets, pillows and mattresses cannot be returned, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened they are exempt from the 14 day cooling off period. 

Please note, all Neptune clearance items are non-returnable