What if I don't like the product I ordered when it arrives?
We hope you love your new furniture, but if it’s not as described, no problem – simply contact us within 7 days of receipt to request a refund and we’ll organise a collection at your earliest convenience. If you think you might want to return the item, please keep the packaging for collection. (Note: Not all the furniture is exactly as picture show. There may be slight variation in colour and design.)
We’ll refund the cost of the product, but a collection and delivery cost may apply. This will be the same amount as the delivery fee, which is one of the following:
- £10 for orders of up to £49.99 per item
- £40 for orders between £50.00 and £149.99 per item
- £50 for orders between £150.00 and £299.99 per item
- £70 for orders between £300.00 and £599.99 per item
- £120 for orders £600 and over per item
What if the item is damaged when it arrives or you are sent the wrong item?
Our quality team check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.
If we've sent you the wrong item, just contact us, ideally sending us a couple of photos of the damage. Our team will assess your complaint and tell you how to return the item and either give you a full refund, arrange for a repair, or order you a replacement.
Please note: Refnds given on reasonable grounds, unused and packaged as sent. Postage to be paid by buyer.
How long will my refund take?
For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).
|Payment Method||Processing the refund by MADE.com||Time taken for the money to show in your account after the refund is processed|
|Debit card, HSBC||Up to 3 working days||Same day|
|Debit card others (e.g. NatWest)||Up to 3 working days||Within 3 days|
|Credit card||Up to 3 working days||Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks.|
|Paypal account||Up to 3 working days||Within 5-7 days|
|Paypal cards||Up to 3 working days||Typically within 5-7 days, but may take up to 30. Customer can see their refund policy on the T&Cs they have with their banks.|