Returns and Refunds Policy

• Tell us within 14 days of delivery if you want to return or exchange something.
• Every return must be authorised first. Contact us with your order number and the reason, and we will email you return instructions.
• If you have changed your mind, you pay the cost of sending the item back. If an item is faulty, damaged in transit or not what you ordered, we pay.
• Refunds go back to the payment method you used.
• Items made to your own specification cannot be returned unless they are faulty or not as described. Business customers also cannot return made-to-order or sale items unless they are faulty or damaged.
• If you are a consumer, you have legal rights that nothing on this page takes away. This includes your right to cancel sale items.

The rules differ for consumers and business customers. Our Terms and Conditions explain which you are.

• Email enquiries@selectofficefurnitureonline.co.uk with your order number, the items you want to return and the reason. You can also call us on 01284 767670, Monday to Friday, 8:30am to 5:30pm, but please follow up by email so we both have a record.
• If an item is damaged or faulty, please include photographs of the item and its packaging.
• We will email you return instructions, including where to send the item. Please follow them, and do not send anything back until you have them.

Orders are often dispatched quickly from the manufacturer's warehouse, so please contact us as soon as possible if you want to cancel.

• Consumers can cancel at any time before the order is dispatched. We will refund you in full, including any delivery charge, within 14 days of you telling us. If your order has already been dispatched, you can still cancel under your 14-day right in Part 1 below.
• Business customers who cancel within 24 hours of ordering, before the order has been dispatched, will receive a full refund. Later cancellations before dispatch are at our discretion. Once an order has been dispatched it cannot be cancelled, so please ask for a return after delivery under Part 2 below.

Your right to change your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason, without giving a reason, up to 14 days after the day you receive your goods. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.

This applies to sale items in exactly the same way as full-price items.

How to cancel

Tell us clearly that you want to cancel before the 14 days are up. You can email enquiries@selectofficefurnitureonline.co.uk, write to us, or use the model cancellation form at the bottom of this page. A phone call is fine too, but please follow it up in writing.

After you have told us, you have a further 14 days to send the goods back, following our return instructions.

Items you cannot cancel

You cannot cancel under this right for goods that are made to your specification or clearly personalised, such as items made in a fabric, colour, finish or size you chose for your order. The product page tells you if an item is made to order.

Your rights if these goods are faulty or not as described are not affected.

Condition of returned items

Please return items complete, unused, in the same condition you received them and in their original packaging if you still have it. You may handle and inspect an item as you would in a shop.

If an item has been handled more than was needed to inspect it, for example if it has been assembled and used, or it has been damaged, we may reduce your refund to reflect the loss in value.

The cost of returning an item

If you are cancelling because you have changed your mind, you pay the direct cost of returning the goods. You are responsible for the goods until they reach us.

Office furniture is often too large to send by post, so the cost of returning it depends on the item's size and weight and where it is sent from. If you would like an idea of the return cost for a particular item, contact us before you order.

You pay nothing to return goods that are faulty, damaged in transit or not what you ordered. See "If an item is faulty, damaged or wrong" below.

Your refund

We will refund the price you paid for the goods, plus the standard delivery charge you paid to receive them. If you chose a more expensive delivery option, such as next working day delivery, we only refund the cost of our standard delivery.

If you booked a pre-build or installation service and it has already been carried out at your request, we may deduct a proportionate amount for that service, as the law allows.

We will make your refund:

• within 14 days of receiving the goods back, or within 14 days of you showing us that you have sent them, whichever is sooner
• within 14 days of you telling us you want to cancel, if the goods have not yet been dispatched

We refund to the payment method you used, and we do not charge a fee for refunds. Your bank or card provider may take a few working days to show the refund. If you cannot see it, please check with them first, then contact us.

If an item is faulty, damaged or wrong

Your legal rights under the Consumer Rights Act 2015 apply alongside everything on this page. Goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: if the goods are faulty or not as described, you can reject them and get a full refund.
• Within 6 months of delivery: we will repair or replace the goods. If that does not fix the problem, you can have a refund or a price reduction.
• After 6 months: you may still have a claim, but you may need to show that the fault was there when the goods were delivered.

These rights apply to sale items too. We pay the full cost of returning goods that are faulty, damaged in transit or not what you ordered.

Please tell us within 7 days of delivery if anything arrives damaged or missing, so we can put it right quickly. Telling us later does not take away the rights above. Photographs of the item and its packaging help us sort things out faster.

Exchanges

If you would like to swap an item for something different, contact us within 14 days of delivery. We will treat it as a return of the original item under this policy, and you can then order the item you want.

If an item is faulty or damaged, we can replace it with the same item.

Guarantees

Any manufacturer's guarantee that applies to a product is in addition to your legal rights, not instead of them.

The 14-day right to cancel in Part 1 is for consumers only. If you are buying for a business, the following terms apply instead.

Returns by agreement

• Ask for a return or exchange in writing within 14 days of delivery. We may not accept requests made after that.
• Every return must be authorised by us first. We do not accept items sent back without authorisation.
• Items must be unused, in the same condition you received them and in their original packaging. If they are not, we may refuse a refund, and you will be responsible for any costs we incur.
• Return delivery is at your cost and your risk until we receive the goods, unless the goods are faulty, damaged in transit or not what you ordered.
• Sale items cannot be returned for a refund unless they are faulty or damaged.
• Made-to-order and bespoke items cannot be returned unless they are faulty or not as described.
• Please check before you order that items will fit the space and can be moved into your premises, including through doors, corridors, stairs and lifts, and check colours and finishes rather than relying on on-screen images. We cannot accept returns for these reasons unless we have agreed in writing.

Damage, shortages and faults

Please check every delivery promptly. Tell us in writing about any damage, shortage or fault within 7 days of delivery, with photographs where relevant. Once we have confirmed a genuine fault that was not caused by misuse, we will repair, replace or refund the item, at our choice.

Refunds

When we have received and inspected a returned item, we will email you to confirm whether your refund has been approved. Approved refunds are made to your original payment method, usually within 5 to 15 working days. If you have not received your refund within 30 days, please email enquiries@selectofficefurnitureonline.co.uk.

You do not have to use this form, but you can copy it into an email to enquiries@selectofficefurnitureonline.co.uk or send it by post.

To: Select Office Furniture Ltd, trading as Select Office Furniture Online, Acorn House, 3 Western Way, Bury St Edmunds, Suffolk IP33 3SP. Email: enquiries@selectofficefurnitureonline.co.uk

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

• Goods:
• Ordered on, or received on:
• Order number:
• Name:
• Address:
• Signature (only if you send this form on paper):
• Date:

If something has gone wrong and you are not happy with how we have handled it, email enquiries@selectofficefurnitureonline.co.uk with "Complaint" in the subject line, or call us on 01284 767670.

If we cannot resolve it between us, consumers can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

See also our Terms and Conditions and Shipping and Delivery Policy.

Select Office Furniture Ltd, trading as Select Office Furniture Online

• Address: Acorn House, 3 Western Way, Bury St Edmunds, Suffolk IP33 3SP
• Phone: 01284 767670
• Email: enquiries@selectofficefurnitureonline.co.uk
• Opening hours: Monday to Friday, 8:30am to 5:30pm
• Company number: 06519334
• VAT number: GB390628143
• Registered office: 3 Western Way, Bury St Edmunds, IP33 3SP

You can also reach us through our contact page.