Refund policy

Refunds & Returns

We understand that you may change your mind and wish to cancel your order. We want returns to be straightforward. Please note that custom-made and bespoke items are non-returnable unless faulty.

In-Stock Items

In-stock items are eligible for return within 14 days of the delivery date. Returns must be in their original packaging and condition. While the furniture is in your possession you are its owner, responsible for taking good care of it and liable for any loss or damage.

When we receive the returned goods we inspect their condition. If they are in the same condition as delivered, we process a full refund. A deduction may be made if the returned goods are damaged, unclean, or not in their original packaging; the deduction amount is determined after inspection.

Made-to-Order & Bespoke Items

Any item that is not held in stock is made to order or produced bespoke to your specification. These items are non-returnable and non-refundable, unless they are faulty or we are unable to deliver them within 15 weeks. If a bespoke item is faulty or has a defect, we will repair or replace it.

Returning Your Items

For returnable in-stock items, it is your responsibility to return them to us in good condition, or you can ask us to arrange collection. Collection is charged at £95 per item within 55 miles of our showroom. Rates vary for greater distances or where collection is more complex (for example, upper floors or restricted access).

If you are unsure whether an item will suit your space or fit through access points, please contact us before purchase at info@iderfurniture.co.uk — we are always happy to advise.

Refund Process

Once your return is received and inspected, we will email you to confirm receipt and to tell you whether your refund has been approved or rejected. If approved, your refund will be processed to your original payment method within 14 days.

Your Cancellation Rights

The Consumer Contracts Regulations apply only to goods that have not been custom made to your specification. Where they apply, you may cancel by notifying us in writing within 14 working days of the delivery date. You may cancel any order — including a made-to-order or bespoke order — and will be eligible for a full refund if we are unable to deliver within 15 weeks.

Returns of Mattresses

Due to their intimate nature, all mattresses are delivered sealed in clear plastic wrapping that allows for inspection. Any mattress that has been unsealed will be deemed used and cannot be returned for any reason other than being not as described or not of satisfactory quality.

Exchanges

We only replace or exchange items if they are defective or damaged.

Warranty

All of our goods carry a 2-year warranty covering faulty materials or workmanship, and sofa frames and bed structures carry a 5-year warranty. Your warranty starts on the date of delivery and does not cover consumer usage errors. However, if your furniture is damaged for any reason, please contact us — we are here to help.

If your furniture is damaged under the warranty conditions, it will be repaired or replaced free of charge. If it is damaged through consumer error, we will still help to repair it for an agreed fee. Repair or replacement may take up to 15 weeks. If we cannot replace an item because it is no longer manufactured, we will exchange it.

This warranty does not apply to products that have been stored incorrectly, used inappropriately, abused, misused, altered, or cleaned with incorrect methods or products. It does not cover normal wear and tear, cuts, scratches, or damage caused by impacts or accidents. It does not apply if products have been placed outdoors or in a humid environment, and does not cover consequential or incidental damage. The warranty ends if you or a third party dismantles the product for any reason. Please call us if you are planning to move your furniture.

Products are to be used only for the general purpose for which they were designed. All our products come with care and maintenance instructions. We accept no responsibility for misuse of products.

This policy does not affect your statutory rights under UK consumer law.

Last updated: June 2026