We hope you'll love what you've chosen. If something isn't right, here's how returns and cancellations work (plus your statutory rights as a consumer are always protected).
Returns
14-day returns
If you change your mind, you can cancel any time before delivery, and for up to 14 days after delivery, under the Consumer Contracts Regulations 2013. To cancel, contact us in writing. Simply email info@blackwoodandrose.com with your order number and name (a phone call alone isn't enough to cancel). We'll arrange to collect the item. Once it's back with us and inspected, we'll refund you within 14 days, less the cost of collection where applicable.
Unwanted items
For unwanted items where you've told us within 14 days, we'll refund the amount paid (less the cost of return collection), provided the goods come back unused and in their original packaging. You're responsible for the return collection or postage cost on unwanted items, in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Damaged or faulty items
Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described. Please examine your items on or shortly after delivery. If anything arrives damaged or faulty, contact us as soon as possible and we'll arrange collection and a replacement at no cost to you. Photos help us resolve it quickly. Faulty items should be returned in their original condition and packaging, and we'll cover the return cost.
Items we can't refund or exchange
We're unable to offer a refund or exchange where:
- Unwanted items weren't notified to us in writing within 14 days
- Items were made to order, customised or finished in your chosen fabric (unless faulty)
- A mattress has had its packaging removed, for hygiene reasons [CONFIRM if B&R sells mattresses]
- Self-assembly or part/full assembly has taken place (please check items fully before assembling)
- Unwanted items have been used or marked
Made-to-order and bespoke items
Made-to-order, customised and leather upholstery items can't easily be resold, so they're treated as bespoke and can't be cancelled or returned unless faulty, in line with the Consumer Rights Act 2015.
Faults after 14 days
If a fault develops later, you're still protected by your statutory rights. After six months, it's for the customer to show the fault wasn't caused by wear and tear or misuse. Contact us and we'll talk through the options.
Returning offshore items
If your item was delivered offshore (via a nominated mainland port), the cost and responsibility for returning it to that UK delivery point rests with you. We'd recommend insuring items in transit.