Return & Refund Policy
Last updated: August 2026
At Elegant Interiors, we want you to be satisfied with your purchase. This Return & Refund Policy explains how to cancel an order, request a return, report damaged or faulty furniture, and receive a refund.
This policy applies to products purchased directly through the Elegant Interiors website.
1. Our Contact Information
Elegant Interiors
77 Longford Road
Longford, Coventry
CV6 6DY
United Kingdom
Telephone: 02476 684000
Email: info@elegantinteriors.co.uk
2. Our 15-Day Return Window
You may request a return within 15 calendar days from the date your order is delivered.
To qualify for a change-of-mind return:
- You must contact us within 15 days of delivery.
- The product must be returned in its original condition.
- The product must not be damaged, altered, stained, misused or modified.
- All components, fittings, manuals and accessories must be included.
- Original packaging should be retained and used wherever reasonably possible.
- Proof of purchase, such as your order number or confirmation email, must be provided.
Your statutory rights are not affected by this policy.
3. How to Request a Return
Before returning any product, please contact our customer service team at:
Email: info@elegantinteriors.co.uk
Telephone: 02476 684000
Please provide:
- Your full name
- Order number
- Delivery address
- Product you wish to return
- Reason for the return
- Clear photographs of the product and packaging
- Details of any damage, fault or missing parts
Please do not return furniture to our address without prior authorisation. Large furniture returns may require collection through an approved furniture courier.
Once your request has been reviewed, we will provide return or collection instructions.
4. Change-of-Mind Returns
You may return eligible products within the 15-day return period when you have changed your mind.
For change-of-mind returns:
- The customer is responsible for the return or collection cost.
- Large furniture must be returned using a suitable insured furniture courier.
- The product remains your responsibility until it is received by us.
- We recommend obtaining proof of collection or return.
- Original delivery charges will be refunded only to the extent required by applicable law.
- Any premium delivery charge above the standard delivery option may not be refundable.
For qualifying online cancellations, UK rules require the retailer to refund the standard outbound delivery cost, while any additional amount paid for an enhanced delivery service may be excluded.
We will tell you the estimated collection charge before arranging collection. Where legally permitted, that charge may be deducted from your refund.
5. Large Furniture Collection Costs
Dining sets, marble dining tables, sofa sets and other bulky furniture cannot normally be returned through standard parcel services.
Where we arrange a collection for a change-of-mind return:
- A reasonable collection charge may apply.
- The charge will depend on the product, location, access requirements and specialist courier cost.
- The charge will be communicated before collection is confirmed.
- Failed collection attempts may result in an additional charge.
No collection charge will apply where the product is confirmed to be faulty, damaged on delivery, incorrectly supplied or not as described, unless the damage resulted from the customer’s actions.
6. Product Condition and Inspection
You may inspect furniture in the same way you reasonably would in a physical shop. However, the product should not be used beyond what is necessary to establish its nature, characteristics and suitability.
We may make a reasonable deduction from the refund where the product’s value has been reduced because of:
- Excessive handling
- Continued use
- Stains, scratches or marks
- Damage during customer-arranged transportation
- Incorrect assembly or disassembly
- Missing parts or fittings
- Missing or seriously damaged packaging where this affects safe resale
- Exposure to smoke, strong odours, pets or unsuitable storage conditions
UK guidance permits a deduction where returned goods have been used or damaged beyond what is reasonably necessary to inspect them.
We will inspect all returned products before approving the final refund.
7. Assembled Furniture
Assembling furniture does not automatically remove statutory cancellation or consumer rights.
However, products should not be assembled unless reasonably necessary to inspect them. If assembly, use or disassembly causes damage or reduces the product’s value, we may make an appropriate deduction from the refund where legally permitted.
Furniture damaged through incorrect assembly, unsuitable tools, misuse or failure to follow the supplied instructions will not be treated as faulty.
8. Non-Returnable Products
Unless faulty, damaged, incorrectly supplied or not as described, the following products may not be eligible for change-of-mind returns:
- Bespoke or made-to-order furniture
- Products manufactured to the customer’s specifications
- Personalised or customised furniture
- Special-order colours, fabrics, sizes or finishes
- Products altered at the customer’s request
- Clearance or ex-display items clearly sold with disclosed defects
- Products damaged after delivery through misuse or improper care
- Products returned outside the applicable return period
Any applicable restriction will be clearly communicated on the product page or before the order is completed.
Nothing in this section limits your rights where goods are faulty, not of satisfactory quality, unfit for purpose or not as described.
9. Order Cancellation Before Dispatch
To cancel an order before dispatch, contact us immediately.
Where the order has not entered dispatch or production, we will normally cancel it and issue a refund.
Cancellation may not be possible where:
- The product has already been dispatched.
- A specialist delivery has already been booked.
- Production of a bespoke or made-to-order product has started.
- The product has been customised to your specifications.
If the order has already been dispatched, it may need to be handled as a return after delivery.
10. Damaged Items
Please inspect your furniture as soon as it is delivered.
Where possible, check the outer packaging and visible areas of the product while the delivery team is present. Record any visible damage on the delivery documentation.
Report damage as soon as possible, preferably within 48 hours of delivery, by emailing:
Please include:
- Your order number
- A description of the damage
- Photographs of the full product
- Close-up photographs of the damaged area
- Photographs of the packaging
- Photographs of the product label or item code
The 48-hour reporting request helps us investigate courier damage quickly. It does not remove any statutory rights you may have.
Do not assemble or continue using a visibly damaged product unless instructed by us.
11. Faulty or Incorrect Products
Contact us promptly if your product is:
- Faulty
- Damaged
- Incorrect
- Missing components
- Not as described
- Not of satisfactory quality
- Not fit for its intended purpose
Depending on the circumstances and your legal rights, we may offer:
- Replacement parts
- Repair
- Replacement
- Collection
- Price reduction
- Full or partial refund
Under the Consumer Rights Act 2015, qualifying faulty goods may be rejected within 30 days, beginning after the relevant statutory conditions—including delivery—have been met.
We will not charge return or collection costs for products confirmed to be faulty, incorrectly supplied or damaged before delivery.
12. Natural Material Variations
Some products may include natural or manufactured materials designed to reproduce natural patterns.
Variations may occur in:
- Marble or marble-effect veining
- Stone patterns
- Wood grain
- Fabric shade and texture
- Metal finish
- Stitching
- Colour appearance under different lighting
Minor variations that are normal characteristics of the material or manufacturing process are not necessarily defects.
Product colours may also appear slightly different depending on screen settings, photography, lighting and room conditions.
This clause does not apply where the product materially differs from its description or supplied sample.
13. Access and Measurement Responsibilities
Before ordering large furniture, customers should check:
- Product dimensions
- Doorway widths
- Hallways
- Staircases
- Lifts
- Ceiling height
- Turning space
- Room dimensions
- Delivery access
- Parking or building restrictions
A product that cannot be delivered or positioned because of insufficient access is not considered faulty.
Where a delivery or return fails because the customer did not check access, reasonable delivery, collection, redelivery or restocking-related costs may apply, subject to applicable law.
14. Refund Process
Once the returned product has been received and inspected, we will notify you whether the refund has been approved and whether any lawful deduction applies.
Approved refunds will be issued to the original payment method.
We aim to process refunds promptly. For qualifying online cancellations, the refund must generally be made within 14 days after the goods are received back or after the customer supplies evidence of return, subject to the applicable rules.
After we process a refund, your bank or payment provider may require additional time to credit the funds to your account.
We cannot normally refund an order to a different payment method or another person.
15. Partial Refunds
A partial refund may apply where legally permitted if:
- The product has been used beyond reasonable inspection.
- The product is returned damaged.
- Parts, fittings or accessories are missing.
- Incorrect handling or assembly has reduced its value.
- The returned condition prevents the product from being resold at its original value.
- Only part of a multi-item order is returned.
We will explain any deduction and the reason for it.
16. Exchanges
Exchanges are subject to product availability.
Where you request a different product:
- You may need to return the original product first.
- Any price difference must be paid before dispatch.
- Additional delivery or collection charges may apply to change-of-mind exchanges.
- An exchange will not limit your statutory rights regarding faulty goods.
Where an exchange is unavailable, we may offer a refund in accordance with this policy.
17. Missed Collections
You must ensure the product is safely packaged and available at the agreed collection time.
If collection fails because:
- Nobody is available
- Access is refused
- The item is not ready
- The product has been dismantled unsafely
- Collection information is incorrect
an additional collection charge may apply.
18. Returning Multiple-Part Products
Dining sets, tables, chairs and sofa sets may consist of several packages.
All parts supplied with the product must be returned, including:
- Tabletops
- Bases and legs
- Chairs
- Cushions
- Bolts and fixings
- Decorative components
- Instructions
- Accessories
A refund may be delayed or reduced where the return is incomplete.
19. Delivery Refusal
Do not refuse delivery solely because you have changed your mind unless we have instructed you to do so.
An unapproved delivery refusal may result in additional courier, storage or return charges.
You may refuse delivery where the product or packaging shows serious visible damage. Please photograph the condition and contact us immediately.
20. Your Statutory Rights
This Return & Refund Policy does not exclude or restrict rights provided by UK consumer law.
For most online purchases, consumers generally have a statutory 14-day cancellation period after delivery, without needing to provide a reason. Elegant Interiors extends its change-of-mind notification period to 15 days.
Separate rights apply to products that are faulty, not of satisfactory quality, unfit for purpose or not as described.
21. Contact Us
For cancellations, returns, refunds, faults or delivery damage, contact:
Elegant Interiors
77 Longford Road
Longford, Coventry
CV6 6DY
United Kingdom
Telephone: 02476 684000
Email: info@elegantinteriors.co.uk
Please include your order number in all correspondence.
Important publishing note: Do not state that all assembled furniture is automatically non-returnable. For online purchases, that wording could conflict with statutory cancellation rights. Use the condition-and-value-deduction wording above instead.