Last Updated on 01 July,2023

Returns and Refunds

11.1. If you ordered the wrong product, decide that you don't want the product any longer, or are not satisfied with your product (excluding manufacturing faults; for manufacturing faults, see Section 9), report this in writing within 15 days from the date of delivery. You will then need to ensure that we receive the product back within 15 days from the date we authorised the return; you will be given the option to return the product for a refund.

These products must be unopened, in their original packaging and must not have been assembled. You must not have used products to be eligible for return without manufacturing faults. You must ensure that the products are undamaged.

11.2. It is your responsibility to ensure that the product (including all boxes with parts, if applicable) will fit through all stairs, passages and doors etc., until it reaches the desired room in your house. Also, ensure enough space for the (assembled) product to fit in that room.

11.2.2. If the product doesn't fit, be that either the delivery drivers or yourselves unable to get the items to your room of choice, you will be responsible for the return and any associated costs this will incur. This includes the charge applied for failed delivery if you refuse the delivery.

Please note that the delivery drivers in a 2-Man Delivery will attempt to deliver to your room of choice; however, if they are concerned about potentially damaging your property or any objects that are obstructing their way, then they can refuse to complete the delivery and instead leave the goods in the hallway, or anywhere they can safely leave the items. There will be no delivery fees refunded in the case of this instance.

11.3. You are responsible for returning the products to us. To return the products first, contact us to clarify any details. After which, you can use a courier of your own; the option to self-return your items will only be available within 15 working days.

11.4. For our return address, please see details on our website.

11.5. Refunds - A refund will be issued only after the product is received in our warehouse undamaged. If the return or cancellation request has not resulted from one of our courier’s mistakes regarding the order, the original shipping charges paid as part of the order (if any) are not refundable.

11.6. We will endeavour to make sure refunds are issued as soon as possible. Please note that it can take 14 working days for your refund to be processed, depending on when your items are received at Nova Bespoke Furnishings Ltd.

11.7. All time frames and other Terms & Conditions mentioned in Section 10 are per the Consumer Rights Act 2015.

11.8. Goods that arrive flat-packed cannot be returned without the original packaging.

Cancellations

10.1. You can cancel your items at any time, and for any reason, after placing your order as long as you intend to notify us no later than 14 days after the delivery date. We can provide a full refund of the price paid for the goods, without deduction.

10.2. You can notify us of your intention to cancel through the following methods:

  • Contact us by phone on 07862 855 020
  • Email novabespokefurnishings@gmail.com

10.3. If you intend to cancel your items, please do not handle them beyond what is reasonable to establish the characteristics, functionality and nature of the goods. If we find that the items have had their value reduced due to unnecessary handling, we will be entitled to deduct this amount from any refund.

10.4. Please note that we reserve the right to reject cancellation for items that are sealed for hygiene reasons or health protection if these items are found to be unsealed after delivery. This does not apply if the items are found to be faulty.

10.5. Please note that it is your responsibility to ensure that reasonable care of the items is undertaken whilst they are in your possession. If, when returned to us, we find that the items have signs of wear and tear or damage caused whilst they were in your possession, then we may need to deduct from a refund to reflect the diminished value.

10.6. The items should be returned to us in their original packaging for full protection during transit (not if available)

For more info please contact us at Support@novabespokefurnishings.co.uk