Returns & Refunds Policy

Returns

We want you to be pleased with your purchases, but in the unlikely event that you are not completely satisfied, you may be able to return the items following the guidelines below:

IMPORTANT: if you are unsure about an item before you buy it, please always double check the returns policy directly with the Seller concerned because many are special items which may be non-returnable. The returns policy of each Seller will be displayed on their product pages.

1 If you wish to discuss or organise a return, exchange or refund of any item, please contact the Seller directly to agree return of the products BEFORE sending. Their details are provided in your order confirmation email.

You should contact them by email and copy it to us using the following address: returns@restorationandbeyond.co.uk . This is because we will eventually pay any refund due on behalf of the Seller and as such we need to know the details. Only the Seller can authorise a refund so they must be contacted in this manner, in the first instance.

2 All Sellers provide the following guarantee to all customers so that you have peace of mind when ordering any item through the Site.

a) In relation to any items sold through the Site, you have 7 days from receipt of goods in which you can cancel your order.

b) Where you have placed an order for bespoke goods you have 7 days from the day after that on which you placed the order in which you can cancel your order (unless the bespoke item has already been provided or work commenced).

c) Where you return goods within the period specified above (other than as a result of a defect in the goods) you will be responsible for payment of the delivery charges.

3 There are naturally exceptions to the terms shown above, where for instance products are specially made, so please always double check the returns policy directly with the Seller concerned.

4 The following items are likely to be non-returnable and non-refundable:

a) Personalised or bespoke items that are specially made, or ordered, with your choice of name, fabric, message or other customised aspect;

b) Perishable products;

c) Personal products;

d) Large items of furniture which are often specially made or ordered;

e) Home wares that are made up in your own choice of fabric or material, such as lampshades, throws, cushions and other items; and

f) Art, sculpture, ceramics and other creations that are often specially commissioned when you place an order.

About our Sellers' Returns Policies

1 Sellers will all comply with the 7-day terms above, unless:

a) They are exempt for reasons stated above (in Returns – 4)

b) They have chosen to extend the returns period at their own discretion.

2 It is essential that you check the Sellers' own pages, or your order confirmation, for specific details of their own returns policies. This will vary from seller to seller and is completely at their discretion, so long as it is within the relevant UK legislation.

Please make sure you understand the relevant sellers' returns policies whenever you buy.

Returns & Refunds Process

1 We want you to be happy with your purchases so standard items can be returned or exchanged for any reason, within 7 days of receipt.

2 To cancel an order, you must inform the Seller in writing. You should refer to the Seller’s terms and conditions to see the exact procedure you must follow. [We also request that you notify us by copied email in the event that you wish to return goods.]

3 All returned items must be unused, in their original packing, and returned to the Seller who sent them: their address is on your correspondence. Obtain proof of posting. We cannot refund any item not returned.

4 You must NOT destroy or dispose of any product, even if it is faulty, before arrangements have been discussed with the seller.

5 Please include with the returned goods your full contact details, a note stating the reason for return and specify any exchange you wish to make to replace the returned item.

6 The costs of return postage will be at your expense unless the goods are faulty or the seller in question offers a 'free returns' service.

7 Made-to-order, Bespoke, commissioned, perishable goods and personal items are non-refundable, unless faulty. See above for guidance, but CHECK with the Seller too.

8 Following such notification and subject to the terms of this policy, and Terms of Customer Membership on this website, the Seller will then authorise a refund of your order payment. Refunds must only be made by restorationandbeyond.co.uk via Sage Pay, but only the Seller can organise this for you, so all communication will normally be through them and be copied to us.

9 Please ensure that you agree with the seller in writing when and how you will return the goods (unless such requirements are clearly stated in the seller’s order confirmation, terms & conditions or returns pages) before the end of the 7-day period (or such other period which may apply). If you believe the goods are faulty, then you must explain this at this time.

10 Refunds or exchanges will be made to you within 28 days of receipt of the returned goods, as long as you have followed all of the procedures and timeframes above, conditional upon stock availability.

11 Refunds will be made to your credit or debit card only, via Sage Pay, restorationandbeyond.co.uk’s online payment facility.

This information summarises the main terms of our sellers' returns policies. However, we do not warrant or guarantee that the information set out above will apply to the goods or services you have purchased. You must check the relevant seller's own pages on this website for this information. We are not responsible in any way whatsoever for any loss or damages you may suffer in relation to the information set out above, our sellers' returns or refunds policies or in relation to any goods or services you purchase or return.

Any Questions?

We do our best to get things right first time, and so do our Sellers.

If there is anything that you are unhappy or unsure about, please let us know and we’ll do what we can to help. You can email us on info@restorationandbeyond.co.uk or click the link to ‘ask the Seller a question’ on every product page. We’ll get back to you just as soon as we possibly can.