Refund policy

We want you to know exactly where you stand before you order, not after. This page covers three different situations: changing your mind, a chair that arrives damaged or develops a fault, and our guarantee.

1. Changing your mind

By law (Consumer Contracts Regulations 2013) you have 14 days to cancel; we extend this to 30 days from delivery, so you can change your mind for any reason.

If you ordered more than one item delivered on different days, the 30 days run from the day the last one arrives.

2. How to cancel

Tell us within those 30 days. You don't need to give a reason, but it helps us to know.

  • Email [CONFIRM : SAV-01 · adresse e-mail du service client] with your name, order number and the words "I'd like to cancel my order", or
  • use the cancellation form at the bottom of this page.

We'll confirm by email that we've received your request. You then have a further 14 days to send the chair back, or to make it available for collection.

[CONFIRM : RET-02 · procédure de retour : enlèvement organisé ou renvoi par le client] [CONFIRM : RET-03 · adresse de retour au Royaume-Uni]

3. Who pays for the return

If you change your mind, the cost of returning the chair is yours. Because a chair can't go back by post, we'll tell you the cost before you order: [CONFIRM : RET-01 · qui paie le retour et coût affiché (montant ou estimation maximale)]. You can use our collection service at that price, or arrange your own courier to our returns address.

4. Packing the chair

Please pack the chair securely so it isn't damaged on the way back. The original box and packaging are the easiest way, if you've kept them. If you no longer have them, tell us and we'll help. [CONFIRM : RET-05 · possibilité de fournir un emballage de retour, et à quel prix]

You can handle and inspect the chair as you would in a shop. If it has been handled beyond that, or comes back damaged or marked, we may reduce your refund to reflect the loss in value. [CONFIRM : RET-04 · position juridique sur le montage du fauteuil pendant le délai de rétractation]

5. Your refund

  • What we refund : the price you paid for the chair, and the original delivery charge up to the cost of our standard delivery.
  • When : within 14 days of the day we receive the chair back, or of the day you show us proof that you've sent it, whichever is sooner. If we collect the chair, within 14 days of the day you tell us you're cancelling.
  • How : to your original payment method. If you paid in instalments, the instalment provider updates or closes your plan. [CONFIRM : PAY-02 · prestataire de paiement fractionné et traitement des remboursements]
  • We don't charge any fee for a refund.

6. Can I cancel my order before it's dispatched?

Yes. Contact us as soon as possible and we'll cancel it and refund you in full, including delivery. [CONFIRM : RET-06 · procédure d'annulation avant expédition, et ce qui se passe si le colis est déjà remis au transporteur]

7. If your chair arrives damaged or develops a fault

If the chair arrives damaged or faulty, your rights under the Consumer Rights Act 2015 apply. This is separate from changing your mind, and these rights can't be taken away.

The chair must be as described, of satisfactory quality and fit for its purpose. If it isn't:

  • Within 30 days of delivery, you can reject it and get a full refund.
  • After 30 days, or if you'd rather, we'll repair or replace it. If a repair or replacement isn't possible, or doesn't fix the problem, you can have a price reduction or reject it for a refund. After the first six months, the refund may be reduced to reflect the use you've had.
  • In the first six months, a fault is presumed to have been there on delivery, unless we can show otherwise. After six months, you may need to show that it was.
  • You can make a claim for up to six years from delivery in England, Wales and Northern Ireland, and up to five years in Scotland. This doesn't mean every chair must last that long: it depends on the fault and on reasonable wear.

We cover the cost of collecting a faulty chair.

What to do : email [CONFIRM : SAV-01 · adresse e-mail du service client] with your order number, a short description and a photo or video of the problem. We'll reply within [CONFIRM : SAV-04 · délai de réponse réel] and tell you what happens next.

Normal wear, damage caused by an accident, misuse or not following the care label isn't a fault.

8. Our guarantee

[CONFIRM : GAR-01 · garantie commerciale : durée, ce qui est couvert, conditions, financement fournisseur, procédure de réclamation, garant (nom et adresse)] Any guarantee we offer is in addition to your statutory rights, never instead of them.

Si une garantie est décidée, elle doit être rédigée en termes simples, en anglais, avec le nom et l'adresse du garant et la marche à suivre (Consumer Rights Act 2015, s. 30). Prévoir alors une page « Guarantee » dédiée et un lien ici.

9. Gifts

The right to cancel belongs to the person who placed the order. [CONFIRM : RET-07 · faut-il accepter une demande du destinataire avec le numéro de commande ? À trancher avec le juriste]

10. Questions or complaints

Email [CONFIRM : SAV-01 · adresse e-mail du service client] or [CONFIRM : SAV-02 · téléphone ou WhatsApp], [CONFIRM : SAV-03 · jours et horaires réels]. If we can't settle a complaint, see section 13 of our Terms of Sale.

Cancellation form

Modèle de formulaire de rétractation (annexe 3 des Consumer Contracts Regulations 2013), à faire vérifier par le juriste. À proposer aussi en PDF téléchargeable.

Complete and return this form only if you wish to cancel your order.

To: [CONFIRM : ENT-01 · raison sociale ou nom du commerçant], [CONFIRM : ENT-04 · adresse géographique au Royaume-Uni], [CONFIRM : SAV-01 · adresse e-mail du service client]

I hereby give notice that I cancel my contract for the sale of the following goods:

Ordered on / received on: Order number: Name: Address: Signature (only if this form is sent on paper): Date: