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1.What's our return policy?

In-Store Purchases

• We do not offer refunds for change of mind on in-store purchases.
• At our discretion, eligible unused items may be returned within 14 days for an exchange or store credit.
• Items must be in a resalable condition, with proof of purchase.
• Large furniture and supplier-ordered items may be excluded from goodwill returns.
• This does not affect your rights if an item is faulty, damaged or misdescribed.

Online Purchases

• Under UK law, eligible online purchases can generally be cancelled within 14 days of receiving your goods.
• Customers must notify us of cancellation within this period and normally have a further 14 days to return the goods.
• Customers are responsible for the direct cost of return transport for change-of-mind returns, including suitable transport for large furniture, where this has been explained before purchase.
• We refund the cost of basic standard delivery where legally required.
• A deduction may apply if goods have been handled beyond what is necessary to inspect them and their value has consequently reduced.

Supplier-Ordered Furniture

• Lead times, deposits and payment arrangements will be confirmed before your order is placed.
• Supplier-ordered items are not automatically non-refundable; applicable statutory cancellation rights still apply.
• For in-store orders, change-of-mind cancellations are not automatically accepted.
• Any deposit retained or cancellation charge must be lawful and fair.

Bespoke & Personalised Items

• Genuinely bespoke or personalised items may be excluded from the standard 14-day online change-of-mind cancellation right.
• This exemption does not automatically apply to standard furniture ordered from a supplier.
• Your rights regarding faulty or misdescribed goods remain unaffected.

Faulty or Damaged Items

• Please contact us as soon as possible if an item arrives damaged, is faulty, incorrect or not as described.
• We will assess the issue and provide the remedy required by law.
• Where legally required, we will cover return or collection costs.
• Store credit cannot replace a refund where you are legally entitled to one.

Refunds & Returns

• Please contact us before arranging the return of any item.
• Proof of purchase is required.
• Refunds will be processed within the applicable legal timeframe, using the original payment method unless otherwise agreed or permitted by law.
• Any return, collection or cancellation charges will be explained clearly and applied only where lawful.

Your statutory rights remain unaffected. Nothing in this policy limits your rights under applicable UK consumer law.

For any questions about returns, cancellations or supplier orders, please contact us before making arrangements.

jess@ivoryavenue.co.uk