Returns & Refunds Policy

This Return and Refund Policy sets forth the terms and conditions under which TopNotch Furnishers agrees to accept the return of, and issue a refund for, orders purchased from www.topnotchfurnishers.co.uk. For the purposes of this Policy, “we,” “our,” or “us” refers to TopNotch Furnishers, and “you” or “the customer” refers to the individual making a purchase from us.

By placing an order with us, the customer acknowledges and agrees to be bound by the return terms and conditions set out herein.

Important Terms Explained

For the purposes of clarity and consistency throughout this Policy, the terms used herein shall have the meanings set forth below:

Products

Products shall mean all furniture and home furnishings that TopNotch Furnishers offer for sale on the website, including but not limited to beds, mattresses, sofas, ottoman footstools, etc.

Assembly Service

An optional service provided by TopNotch Furnishers, wherein our delivery personnel shall place the furniture in the room of choice and assemble the furniture for the customer.

Standard Items

“Standard Items” shall mean all beds with headboards measuring up to and including 54 inches in height, irrespective of the selected colour, fabric, or base type available.

Made to Order / Bespoke Items

Any bed whose total headboard height, measured from the base to the top of the fully assembled headboard, exceeds 54 inches, shall be deemed a bespoke item. It is important to note that in instances where the headboard is composed of multiple separate sections, the classification of the item as bespoke shall be determined by the total combined height of all sections, rather than the height of any single section. Such pieces are custom-crafted and governed by bespoke terms.

TopNotch Furnishers operates in full compliance with applicable UK consumer protection laws and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, including legal provisions relating to made-to-order and bespoke furniture. Accordingly, customised or personalised products are treated under UK law as exempt from standard cancellation and return rights once production has commenced, except where the items are delivered faulty, damaged, or not supplied in accordance with the agreed specifications.

1. Legal Rights of the Customer

This policy does not change the consumer rights which you possess under UK consumer law. The law grants you specific rights which shall always take precedence over this policy.

  • The Right To Order Modification

The customer shall have the right to modify their orders. However, any request to modify an order must be submitted by the customer within forty-eight (48) hours of placing the order. Thereafter, once the order has entered the processing or production phase, TopNotch Furnishers shall not be obliged to accommodate any modifications, and no such modifications can be guaranteed.

  • The Right To Order Cancellation 

A customer may cancel an order without incurring any charges within forty-eight (48) hours of its placement, including all standard and made-to-order items.

  • The Right to Order Cancellation Before Dispatch

Orders for standard items may be cancelled at any time prior to dispatch without incurring any charges. In contrast, bespoke or made-to-order items are not eligible for free cancellation and, if cancelled after 48 hours from order confirmation, shall be subject to a partial product charge. In such instances, all shipping or delivery costs incurred shall be the responsibility of the customer.

  • The Right to Order Cancellation On Delivery Date

A Standard Item order may be cancelled on the scheduled delivery date, provided that delivery has not been completed. However, bespoke or made-to-order items are not eligible for cancellation on the scheduled delivery date, except in cases where the item is damaged or defective.

  • The Right to Return Items/Replace Parts

Customers have the right to return eligible items in accordance with the terms and conditions set out in this Return Policy.

1. The Right to Return Items During the Trial Period

To facilitate complete confidence in the purchase, certain products shall be subject to a 30-Day Trial Period commencing from the date of delivery, during which the purchaser may inspect and evaluate the product. Prior to the authorisation of any return or the issuance of a refund, TopNotch reserves the right to conduct a comprehensive inspection of the returned product to determine its condition, including, without limitation, assessment for: excessive or improper use, intentional damage or misuse, and general cleanliness. No return or refund shall be approved unless the product is found to comply with these standards.

  • Items Eligible for 30-Day Trial

During the 30 days following delivery, customers may request a return or resolution if the product is found to be:

  • Damaged upon inspection
  • Not as described at the time of purchase
  • Experiencing manufacturing faults or malfunction

In such cases, our team shall review the issue and arrange an appropriate solution, which may include repair, replacement, or return approval.

  • Items Not Eligible for 30-Day Trial

1. Returns for Non-Defective Items

Returns in trial period requested due to:

  • Personal preference
  • Change of decor plans
  • The product simply not being liked/Change of Mind
  • Incorrect bed size or headboard height ordered by the customer.

are not eligible for return under the 30-day trial period, provided the item matches its description and functions correctly.

2.  Returns for Bespoke Products

Please note that bespoke or customised products are excluded from the 30-Day Trial Period. As these items are manufactured specifically to customer requirements, they do not qualify for trial-based returns unless proven to be:

  • Damaged
  • Faulty
  • Materially different from the confirmed order details

Returns shall not be permitted on the grounds of:

  • Change of mind
  • Or where the headboard of the bed, or any other product, cannot be accommodated through the access points at the delivery location. 

It shall be the sole responsibility of the customer to verify the size, specifications, and condition of the product prior to delivery or collection. Upon acceptance and handover of the product to the customer, no returns, claims, or disputes shall be entertained.

Note: Evidence of any damage must be provided to TopNotch Furnishers. Upon receipt, our team will review the evidence and determine the appropriate course of action in accordance with the terms of this policy.

2. The Right to Replacement Under the Warranty Period

All eligible products supplied by TopNotch Furnishers are covered by a 2-Year Warranty Period against manufacturing defects and structural faults under normal domestic use. If a product develops a verified fault within this warranty period:

  • Where applicable, TopNotch Furnishers shall arrange for the provision of a replacement part or necessary component only, and not a full product exchange.
  • The shipping or transportation cost for replacement parts shall be the responsibility of the customer.
  • Warranty coverage applies to manufacturing issues only and does not include damage caused by misuse, accidental impact, improper handling, or normal wear and tear.

2. Exceptions to Customer Rights

  • The customer is excluded from the right to cancel bespoke or made-to-order items after forty-eight (48) hours from the time of order placement.
  • The customer is excluded from the right to return bespoke or custom-made products on delivery date, unless the item is Damaged, Faulty, and Materially different from the confirmed order description.
  • The customer is excepted from the rights granted under the 30-Day Trial Period for bespoke or customised products.

Customer-First Commitment

All policies outlined above are created to maintain fairness, transparency, and clarity throughout your purchasing journey. These terms are designed to protect both delivery standards and product quality while ensuring customers receive a reliable and trustworthy service experience.

Product Information & Images

  • TopNotch Furnishers endeavours to provide accurate representations of all products, including detailed descriptions, specifications, and key dimensions, to assist customers in making informed purchasing decisions.
  • Notwithstanding the foregoing, images displayed on the website are provided for illustrative purposes only. Variations in colour, texture, and finish may occur due to differences in screen settings, device displays, lighting conditions, or the surrounding environment.

Note: We strongly recommend requesting free fabric samples before placing an order if you are uncertain about colour or texture choices.

Exchanges

While TopNotch Furnishers does not guarantee exchanges, we will make every effort to assist customers where practical. If an exchange is agreed upon:

  • TopNotch will clearly explain any differences in delivery, collection, or product price in writing before proceeding.
  • Any additional costs or adjustments will be communicated and agreed upon prior to arranging the exchange.

Returns Inspection and Refund Determination Policy

Upon receipt of a returned item, TopNotch Furnishers shall initiate a comprehensive inspection of the product through its designated Return Inspection Team. This inspection shall be conducted to evaluate the condition of the item and verify the circumstances surrounding the return. The inspection shall include, but is not limited to, the following:

  • Extent of any damage – Assessment of physical damage, wear, or defects.
  • Verification of the reason for return – Investigation into the actual cause prompting the return request.
  • Evaluation of possible misuse, improper handling, or intentional damage – Determination of whether the item has been subjected to misuse, negligence, or deliberate damage by the customer.

Based on the outcome of this inspection, TopNotch Furnishers shall determine the eligibility of the return and the corresponding refund, which may include:

  • Full Refund – If the item meets the return criteria without evidence of misuse or damage.
  • Partial Refund – If the item shows signs of damage or misuse affecting its resale value.
  • No Refund – If the item fails to meet the return eligibility criteria or has been subjected to intentional damage or improper handling.

The inspection process may require up to 10 working days from the date the returned item is received. Following completion of the inspection and determination of the refund amount, approved refunds shall be processed and issued to the customer within 14 working days from the date of receipt of the returned item.

Note: TopNotch Furnishers reserves the right to make the final determination regarding the refund based on the results of the inspection, in accordance with this protocol and the terms outlined in the Return and Refund Policy.

How to Request a Return or Refund

To request a return or report an issue, please contact our support team with your order details:

The team will lead you through the complete procedure while providing you with clear instructions about what to do next.

FAQs

Can I return a product after delivery?

Yes, returns are accepted if the product is damaged, faulty, or not as described. Returns for change of mind or personal preference are generally not accepted. 

What are the return conditions within the warranty period?

Eligible products are covered by a 2-year warranty for manufacturing defects or structural faults. Verified faults may be repaired or replaced, but shipping costs are the customer’s responsibility. 

Which products are eligible for returns during the 30-Day Trial Period?

Products can be returned within 30 days of delivery if they are damaged, not as described, or have verified manufacturing faults or malfunctions. 

Are all products covered under the 30-Day Trial Period?

No. Returns for personal preference, change of decor plans, or change of mind are not eligible. Additionally, returns will not be accepted if the customer orders the incorrect bed size or headboard height. 

Do You Provide an Exchange Option?

While TopNotch Furnishers does not guarantee exchanges, we will make every effort to assist customers where practical. If an exchange is approved, we will clearly communicate any differences in delivery, collection, or product price, and any additional costs.

What is the Refund Process After I Request a Return?

Once a return request is made and the item is received, our Return Inspection Team will thoroughly examine the product. The inspection will evaluate the reason for the return, assess any damage, and identify possible misuse, improper handling, or intentional damage. Based on their findings, the team will determine whether a full refund, partial refund, or no refund is applicable. 

How Long Does the Inspection Take?

The inspection process can take up to 10 working days from the date the item is received.

When Will I Receive My Refund?

Refunds will be issued within 14 working days after the return has been received and approved following inspection.