Returns & Refunds Terms and Conditions

This Returns & Refunds Policy applies to purchases made online, by telephone, or through any other distance-selling method with Stevensons Home.

If you are purchasing in store, different terms may apply. Please contact us or speak to a member of our team before purchasing if you would like more information about our in-store returns policy.

Your statutory rights are not affected.

1. Online and Distance-Selling Returns

For most online and distance-selling purchases, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

Once you have informed us that you wish to cancel or return your order, you then have a further 14 days to return the goods to us.

To request a return, please contact us at:

Email: concierge@stevensonsgroup.co.uk
Phone: +44 1472 233111

Please include your order number, proof of purchase, and details of the item you wish to return.

Items sent back to us without first requesting a return may not be accepted.

2. Returns Due to Change of Mind

If your item is not faulty, damaged or incorrectly supplied, and you are returning it because you have changed your mind, the item is not suitable, or you do not like the item once received, you will be responsible for arranging and paying for the return of the goods to us.

For larger furniture items, including items delivered by specialist courier or white glove delivery, we may be able to arrange collection through our logistics network where available. The cost of collection, return haulage and any necessary disassembly will be deducted from your refund.

You may also arrange your own return method, but this will be at your own cost and responsibility. Goods must be returned safely, securely packaged and in good condition.

3. Condition of Returned Goods

Returned items must be in the same condition that you received them, unused, with tags where applicable, and in their original packaging where possible. You will also need your receipt or proof of purchase.

You are entitled to inspect the goods as you would in a shop. However, if goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, used, incomplete, marked or without appropriate packaging, we may make a deduction from your refund to reflect any reduction in value.

If goods are returned damaged due to poor packaging or unsuitable return arrangements, the cost of repair, replacement parts or loss in value may be deducted from your refund.

4. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible at concierge@stevensonsgroup.co.uk.

Where possible, please provide photographs of the issue and retain all packaging until we have advised you further.

If your item is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate remedy in line with your statutory rights. This may include a repair, replacement, refund or return collection, depending on the circumstances.

Returns for faulty, damaged or incorrectly supplied items will be arranged at no cost to you.

5. Refunds

Once we have received the returned goods, or you have provided evidence that the goods have been sent back, we will process any refund due as soon as possible and no later than 14 days.

Refunds will be made to the original payment method used at the time of purchase.

Where you cancel an online or distance-selling order within the legal cooling-off period, we will refund the price of the goods and the standard delivery charge paid at the time of order, where applicable.

If you selected a delivery service more expensive than our standard delivery option, we are only required to refund the standard delivery cost.

Return delivery costs, collection charges, return haulage, disassembly costs and any deduction for damage, use or excessive handling may be deducted from your refund where applicable.

Please note that after we have processed your refund, it may take additional time for the funds to appear in your account depending on your bank or payment provider.

6. Large Furniture Items and White Glove Deliveries

Furniture and larger items must be returned in the condition in which they were received.

If you are returning a large item because you have changed your mind, the item is not suitable, or you do not like it once received, you will be responsible for the cost and safe return of the item.

Where an item has been assembled, installed or placed in your property and you later decide to return it, any disassembly, collection, return haulage or specialist handling costs may be deducted from your refund.

If goods are found to be damaged on return, the cost of replacement parts, repairs or any reduction in value may also be deducted from your refund.

7. Exceptions and Non-Returnable Items

Some items cannot be returned simply because you have changed your mind. These may include:

• Bespoke, personalised or made-to-measure items made specifically to your requirements.
• Made-to-order items where cancellation rights do not apply.
• Mattresses and other hygiene-sensitive items where the seal or protective packaging has been removed after delivery.
• Gift cards.
• Items that have been used, altered, damaged or assembled in a way that affects their resale condition.

Sale items are not automatically excluded from your statutory rights. If a sale item is faulty, damaged or not as described, please contact us and we will deal with this in line with your legal rights.

8. Bespoke, Made-to-Measure and Fitted Furniture

For bespoke, made-to-measure or fitted furniture, it is your responsibility to check all measurements carefully before placing your order.

For sliding door wardrobes, there must usually be a minimum clearance of 6–7cm above the wardrobe, between the wardrobe and ceiling, to allow the doors to be fitted.

For hinged or bi-fold door wardrobes, there must usually be a minimum clearance of 2–3cm above the wardrobe and along the width to allow the doors and side end panels to be fitted.

Please check the full dimensions carefully, including any passe-partout frame, before placing your order.

Customers must ensure that the area where furniture is to be fitted is level, suitable and free from obstructions, columns or protrusions on walls or floors that could prevent safe installation.

If installation cannot take place because there is insufficient space or the location is unsuitable, additional delivery, collection, restocking, fitting or cancellation charges may apply. For bespoke or made-to-measure wardrobes, a restocking or cancellation charge of up to 50% of the value of the wardrobe may apply where legally permitted.

9. Exchanges

You may request an exchange for an online item, excluding bespoke, personalised, made-to-measure or made-to-order items where cancellation rights do not apply.

If the replacement item is not available, we will process a refund instead where appropriate.

10. In-Store Purchases

This policy is intended for online and distance-selling purchases.

If you purchase an item in store, your rights and our returns terms may be different. Please contact us or speak to a member of our team before completing your purchase if you would like further information about our in-store terms.

11. Contact Us

To start a return or ask a question about returns or refunds, please contact:

Email: concierge@stevensonsgroup.co.uk
Phone: +44 1472 233111

Our contact hours are Monday to Saturday, 9am–5:30pm, and Sunday, 11am–4pm.