Returns & refunds

We understand that circumstances may arise where you need to return a purchased item. Please review our Returns Policy below for more information.

Items must be returned within 14 days from the date of receiving the order. To be eligible for a return, items must be in their original packaging and unused condition.

Customers are responsible for the return shipping costs. To return the item, kindly use the following address:

HWC Logistics
Sawston
Cambridge
Cambridgeshire
CB22 3JG

Before returning any items, please download and fill out the online returns form, providing the necessary details for processing.

Once you have completed the form please include this with your return.

Items must be returned in their original packaging and unused condition. We reserve the right to deny a return if the items do not meet these criteria.

Refunds will be processed upon the successful receipt and inspection of the returned items.

To ensure a smooth and efficient returns process, please provide your order number when initiating a return. This information is essential for our returns team to accurately locate and process your order. Without this, there may be delays in handling your request.

Refunds will be issued to the original payment method.

Unfortunately, we will not be able to offer returns or exchanges on items that have been assembled, unless the items become faulty within the warranty period.

All items purchased in our outlet store or any ex-display models from our showrooms are sold as seen, with marks and damages described and clearly visible before purchase, therefore they cannot be returned for a refund or exchange. However, if an item develops a new fault, please contact our team for guidance.

Whilst we do all that we can to ensure our packaging is secure and that your items inside are safe and sound, if there are any faults, knocks or bumps that we, or our courier, have caused, we’ll look to resolve this right away. We may send someone out to repair your item, collect your item (on some occasions, we may even ask you to donate the item to charity if we feel it can be of use to someone else) and refund you in full, repair it, or sort out a replacement. For the speediest resolution, when you contact us be sure to include detailed images of the problem so we can understand how best to resolve the issue.

If you have store credit on your account, this is valid for future purchases within 12 months of receiving the credit.
 
To use this, please contact us on 01268 207 681 and any of our sales advisors will be able to apply this to a new order. Alternatively, this can also be used in any of our showrooms.
 
Please find details on all our showrooms here.

Regrettably, we are unable to apply this to online orders.

Unfortunately, for any unwanted items, the cost of the return will be the responsibility of the buyer, though we are always happy to help you find the cheapest, trackable returns service available. We are not responsible for the loss of any items that are not returned on a traceable service. Unwanted items cannot be returned to any of our stores/showrooms, for smaller parcels we may make exceptions but please contact us first to arrange this.

If you’ve cancelled your order or returned your item to us, rest assured we will be working on processing your refund as quickly as possible. For cancellations, your refund will be processed immediately but can take between 5-7 working days to show as refunded against your original payment method.

For returns, we estimate that we can take up to 5 working days to inspect the returned items for any faults or damages. Once it is confirmed the item is in its original packaging and condition, your refund will be processed. Whilst we will then action the refund straight away, this can take a further 5-7 working days to show as refunded against your original payment method.

For all refunds, please be aware that sometimes this will show as being refunded on the day you paid rather than the day we refunded and so if you feel this is missing, we recommend checking the date you paid us on your bank statement. If you have any concerns or queries regarding your refund, do not hesitate to contact us. Please know, that none of the above will affect your statutory rights.

Uh-oh! You ordered the wrong colour or size, or you simply changed your mind and don’t want your order anymore – it happens, we understand. As long as your order hasn’t been picked and packed in our warehouse, you can cancel your order. We’re pretty speedy at shipping, so make sure you let us know as soon as you can if you wish to cancel your order.

If your order has been picked and packed or is marked as shipped, unfortunately, we are unable to cancel your order at this stage. Depending on where your order is, we will try and work with our couriers to recall your order to us and then action a refund. Alternatively, you will need to refuse delivery from the courier, or you will be responsible for arranging for the item to be returned to us.