Returns & Refunds Policy

We are committed to providing quality products and excellent customer service. Your statutory rights under the Consumer Rights Act 2015 are not affected by our returns policy. This means you have legal rights if goods are:

• Faulty or not as described
• Not fit for purpose
• Not of satisfactory quality

Nothing in this policy affects your statutory rights.

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your goods, for any reason.

When you buy in our physical store, you do not have an automatic right to return goods simply because you’ve changed your mind. However, we want you to be satisfied with your purchase.

Custom, personalised, or made-to-order items are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations. This means:

• You cannot cancel custom orders once production has started
• Custom items are non-refundable unless they are faulty or not made to the agreed specification
• A deposit or full payment may be required before we begin work

Your statutory rights still apply if the item is faulty or not as described.

The following items cannot be returned for a refund unless faulty:

• Personalised or custom-made goods
• Goods made to your specifications
• Sealed goods which have been unsealed (e.g., hygiene products)
• Perishable goods
• Items purchased in a sale or clearance (unless faulty)

If you receive a damaged or faulty item:

• Contact us as soon as possible with photos and your order details
• We will arrange a replacement, repair, or full refund (including original delivery costs)
• We will cover the cost of return postage for faulty items
• Do not return items without contacting us first

Please inspect items upon delivery. If goods are visibly damaged, please report this to us within 48 hours.

For large furniture items:

• Returns may require special collection arrangements
• Return delivery costs may apply depending on the reason for return
• Please contact us before attempting to return large items
• Items must be dismantled and repackaged where possible

To process a return or refund, we require proof of purchase. This can be:

• Your original receipt
• Email order confirmation
• Bank or credit card statement showing the transaction

Please retain your proof of purchase for at least 30 days after your purchase.

Step 1: Contact us via email, phone, or our contact form to notify us of your return

Step 2: We will provide you with return instructions and, if applicable, a returns authorisation

Step 3: Securely package the item(s) in their original packaging where possible

Step 4: Send the item(s) back to us using a tracked service

Step 5: Once received and inspected, we will process your refund or exchange within 14 days

Return Address:
Darwen Furniture and Gifts
42 Market Street
Darwen, Lancashire
BB3 1QJ

We are happy to exchange items subject to availability. If you wish to exchange an item:

• Follow the returns process above
• Indicate that you would like an exchange rather than a refund
• We will dispatch your replacement once we receive your return
• If the replacement item costs more, you will need to pay the difference
• If it costs less, we will refund the difference

• Refunds are processed within 14 days of receiving your returned item
• It may take 3-5 working days for the refund to appear in your account
• Card refunds can take up to 10 working days depending on your card provider
• You will receive email confirmation once your refund has been processed

If you have any questions about our returns policy or need to arrange a return, please contact us:

Darwen Furniture and Gifts
Email: [insert email address]
Telephone: [insert phone number]
Address: 42 Market Street, Darwen, Lancashire, BB3 1QJ

Our customer service team is available:
Monday to Saturday: 9am – 5pm
Sunday: 11am – 4pm