DELIVERY AND RETURNS

DELIVERY ACCESS

Please note, you are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery.

RETURNS

We do not provide refunds, replacements, credits, or exchanges for items based on a change of mind after delivery.

Goods that have been made to order in a specific finish or upholstery colour as per the customer’s specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. If your order is received damaged or defective we will endeavour to repair or a replacement will be manufactured and delivered as soon as possible.

Please note: Only place your order if you are sure that the item and finish are right for your needs, as you will not be able to change the order after the item has been entered into production, or because it is different from what you expected following delivery, unless of course we have not supplied the correct item or specification as per the order confirmation. Also, it is imperative for you to check access into your property, as delivery will be actioned on the basis that you have checked the dimensions of the item you wish to order and that it fits through all doorways, stairwells, and within the area of intended use. Stephen Neall Interiors is not responsible for this stipulation within your order process.

If you would like to return an in-stock item where no finish options have been specified by you, please contact us within 48 hours of receiving your order. You may return or exchange goods within seven working days of delivery but Stephen Neall Interiors is not responsible for any item that is not returned in the manner set forth below.

The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or signs of any wear. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Goods can be returned to our warehouse or, if required, we can arrange for the unwanted product to be collected at your cost. The cost of returning any unwanted products will be the responsibility of the buyer. Please ensure you keep all the original packaging and carefully repackage the item for transit as it is also the buyer’s responsibility to insure the goods for transit.

Where items are large or fragile (as determined by Stephen Neall Interiors) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of this service onto the Customer. This transportation charge will be charged each time the customer accepts a returns collection date but then subsequently fails to meet it.

The value of all accurately returned, unwanted products will be credited to the original purchaser’s credit or debit card minus any relevant collection charges. The same procedure and guidelines should be followed if you would like to exchange your order but, again, collection and re-delivery charges will apply if required and any necessary revised payments processed.

In the event of your order being received in a faulty or damaged condition, please notify us as soon as possible after you have received your goods as no claim for a replacement for damaged or missing goods can be made after three days; the manufacturer’s standard warranty on faulty goods remains valid beyond this period. Any claims regarding damaged/defective items must be made initially by calling the showroom on 01423 521 288 and then followed up by a written claim via email to showroom@stephenneall.co.uk which includes full details and photographs.