Bespoke Product Returns & Refunds
Bespoke Product & UK Consumer Act 2015
NovoSleep.co.uk Return and Refund Policy
At NovoSleep.co.uk, we are committed to ensuring your satisfaction with our bespoke furniture. Our return and refund policy is designed to provide clarity and confidence in your purchasing experience.
1. Bespoke and Made-to-Order Items
Non-Returnable Nature: Bespoke furniture, crafted to your specific requirements, is non-returnable and non-refundable. This aligns with industry practices, as these items are tailored uniquely for you.
Faulty or Damaged Goods: In the rare event that your bespoke item arrives damaged or defective, please notify us within 24 hours of delivery. We will assess the issue and, if deemed a manufacturing fault, arrange for a repair, replacement, or suitable resolution at no additional cost to you.
2. Non-Bespoke Items
Cancellation Before Delivery: You may cancel your order for non-bespoke items within 10 days of placement without incurring any charges. Cancellations after this period may be subject to a 20% restocking fee.
Returns After Delivery: If you wish to return a non-bespoke item, you may do so within 10 days of delivery, provided the item is in its original, unused condition and packaging. Returns may be subject to a 20% restocking fee, and you will be responsible for delivery and collection costs.
3. Delivery and Access
- Customer Responsibility: Please ensure that the furniture dimensions are suitable for entry into your home. If an item cannot be delivered due to access restrictions, a 20% cancellation fee may apply.
4. Refund Processing
- Method and Timing: Approved refunds will be processed using the original payment method within 14 days of the item's return and inspection.
5. Statutory Rights
This policy does not affect your statutory rights under UK consumer law.
6. Contact Information
For any queries regarding returns or refunds, please contact our customer service team at customer.service@novosleep.co.uk or call us at 0800 123 4567.
We value your business and aim to provide a seamless experience with NovoSleep.co.uk.
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