Returns & Refunds Policy

At TopNotch Furnishers, we are committed to delivering high-quality, UK-made furniture and ensuring a fair, transparent returns process. This Returns & Refunds Policy explains your rights, our procedures, and how we handle refunds.

This policy should be read alongside our Terms & Conditions, Delivery Information, and Privacy Policy.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where applicable, your legal rights will always apply.

30-Night Risk-Free Trial

We offer a 30-Night Risk-Free Trial on selected products, subject to the conditions outlined below.

  • The trial period begins from the date of delivery
  • Products must be returned in a reasonable, resalable condition
  • Excessive use, damage, or staining may result in deductions or refusal
The trial does not override exclusions relating to bespoke or hygiene-sensitive items.

Made-to-Order & Bespoke Products

Many of our products are made to order, including but not limited to:

  • Custom fabric or colour selections
  • Bespoke sizes or dimensions
  • Special headboard, storage, or design configurations
Under UK law, made-to-order or personalised items are excluded from standard cancellation rights unless they are faulty or not as described.
Once production has started, such orders cannot be cancelled or returned for a change of mind.

Mattress Returns & Hygiene Products

Due to hygiene and safety regulations:

  • Mattresses must be unused, unopened, and in original packaging to be eligible for return
  • Protective seals and wrapping must remain intact
Used or unsealed mattresses cannot be accepted unless they are faulty.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or incorrect, you must:

  • Notify us within 48 hours of delivery
  • Provide clear photographic evidence of the issue
  • Retain all original packaging until the issue is resolved

Depending on the circumstances, we may offer:

  • Repair
  • Replacement
  • Partial or full refund
This is subject to assessment and confirmation.

Cancellations Before Dispatch

Orders may be cancelled before dispatch, provided that:

  • Production has not started
  • Materials have not been allocated

If production has begun, cancellation may result in deductions or refusal, depending on costs already incurred.

Cancellations After Dispatch

If an order is cancelled or refused after dispatch:

  • You may be responsible for return delivery charges
  • Original delivery costs are non-refundable unless required by law
  • Courier return fees will be deducted from any refund

Return Conditions

Returned items must:

  • Be unused and in original condition
  • Include all components and packaging
  • Show no signs of damage, misuse, or excessive handling

We reserve the right to refuse returns that do not meet these conditions.

Return Costs

Unless the item is faulty or incorrect:

  • Return shipping costs are the customer’s responsibility
  • Collection fees may apply for large furniture items
  • Failed deliveries may result in additional charges

Refund Processing

Approved refunds will be:

  • Issued to the original payment method
  • Processed within 14 days of receiving the returned item or confirmation of resolution
  • Adjusted to reflect any applicable deductions

Finance and instalment payments will be refunded via the original finance provider, subject to their terms.

Interest-Free Payments & Finance Orders

Where orders were placed using 0% finance or interest-free instalments:

  • Refunds are processed in accordance with the finance provider’s terms
  • Any credit agreements may be adjusted or cancelled accordingly
  • We are not responsible for third-party finance processing times

Non-Returnable Items

The following items are non-returnable, unless faulty:

  • Custom or bespoke furniture
  • Used mattresses or hygiene products
  • Items damaged due to misuse or neglect

How to Request a Return or Refund

To initiate a return or refund request, please contact us with your order details:

Our team will guide you through the process and advise on next steps.

Final Notes

  • All returns and refunds are assessed on a case-by-case basis
  • We reserve the right to amend this policy where required by law
  • This policy is governed by the laws of England and Wales

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