Ivory Avenue — Returns & Refunds Policy

Last updated: 23 October 2026

At Ivory Avenue, we want you to love your furniture and interiors. We understand that choosing pieces for your home is an important decision, and we aim to make your shopping experience as enjoyable and straightforward as possible.

Please read our returns policy carefully before placing an order. This policy applies to purchases made in our Bournemouth store and through our online shop. It does not affect your statutory rights under UK consumer law.

1. In-store purchases

We encourage all customers to inspect furniture, finishes, colours and dimensions carefully before purchasing. Our team will be happy to assist with measurements and product information wherever possible.

For items purchased in person at our Bournemouth store, we do not offer refunds for change of mind, incorrect measurements, a change in personal preference or an item not being suitable for your home.

As a gesture of goodwill, Ivory Avenue may offer an exchange or store credit for eligible, unused items returned within 14 days of purchase, subject to the following conditions:

• The item must be unused, undamaged and in a resalable condition.

• The item must be returned with its original packaging, where reasonably available.

• Proof of purchase must be provided.

• Delivery, collection and return transport costs are non-refundable for change-of-mind returns, except where required by law.

• Store credit or an exchange is offered at Ivory Avenue's discretion and is not guaranteed.

Large furniture items may not be eligible for a goodwill return. Please check with us before purchasing if you are unsure.

These conditions do not apply where you are entitled to a remedy under your statutory rights.

2. Online purchases

For eligible goods purchased online, by telephone or through another distance-selling method, you generally have the legal right to cancel your order within 14 days of the day after you receive the goods, without giving a reason.

To exercise this right, please notify us clearly in writing by email within the cancellation period. You will then normally have a further 14 days to return the goods.

Following a valid cancellation, we will refund the amount required by law, including the cost of our basic standard delivery service where applicable. If you selected a more expensive delivery option, we are only required to refund the equivalent standard delivery cost.

Return transport for change-of-mind cancellations

Customers are responsible for arranging and paying the direct cost of returning unwanted goods, including suitable transport for large or heavy furniture, provided this requirement has been communicated before the order is placed.

Please contact us before arranging a return so we can confirm the return address and any practical requirements. Goods must be packaged and transported appropriately to avoid damage.

If you would prefer us to arrange collection, we can discuss availability and provide a collection quotation where this service is available. Any agreed charge must be lawful and transparent.

We may make a lawful deduction where goods have been handled beyond what is necessary to inspect their nature, characteristics and functioning, and that handling has reduced their value. We will not apply an automatic restocking fee or an arbitrary percentage deduction.

Once we receive the returned goods, or you provide evidence that they have been sent back where the law permits, we will process the refund within the applicable statutory timeframe.

3. Supplier-ordered furniture

Some furniture and larger items sold by Ivory Avenue are ordered from our suppliers specifically following a customer's order.

Before confirming your purchase, we will explain the expected lead time, total price, payment requirements and any relevant cancellation terms.

Where a deposit is required, the amount and payment schedule will be confirmed in writing before the order is placed.

A supplier-ordered item is not automatically exempt from cancellation rights. Where an order is eligible for statutory cancellation, including an applicable online or distance sale, your legal rights will apply even if our supplier does not accept the item back.

For in-store purchases, change-of-mind cancellations of supplier orders are not automatically accepted. Please contact us as soon as possible if you wish to cancel, as we may already have committed to costs with our supplier.

Any cancellation charge or amount retained from a deposit must be permitted by law and must reflect an enforceable, fair term. A deposit is not automatically non-refundable simply because it is described as such.

4. Bespoke and personalised orders

Goods genuinely made to your specifications or clearly personalised may be exempt from the standard 14-day online change-of-mind cancellation right.

Examples may include furniture made to a customer's specified dimensions or items produced in a specifically selected configuration that qualifies under the legal exemption.

This exemption does not apply automatically to every item ordered from a supplier, every standard catalogue item or every product that is not held in stock.

Your rights regarding faulty, damaged or misdescribed goods remain unaffected.

5. Faulty, damaged or incorrect items

We want every item supplied by Ivory Avenue to be of satisfactory quality, fit for purpose and as described.

If your order arrives damaged, is faulty, is incorrect or does not match its description, please contact us as soon as possible with your order details and, where practical, photographs of the issue.

We will assess the issue and work with you to provide the remedy required by law. Depending on the circumstances, this may include a refund, repair, replacement or price reduction.

Where a return or collection is required because goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, we will meet the reasonable costs that we are legally required to cover. Customers will not be required to accept store credit in place of a refund where a refund is legally due.

Your statutory rights apply regardless of whether an item was purchased in-store or online, and regardless of any supplier or manufacturer warranty.

6. Delivery and collection

Delivery arrangements, estimated lead times and applicable charges will be confirmed at the time of purchase.

For change-of-mind returns, customers are responsible for the direct cost of returning eligible goods where this has been disclosed before purchase. This includes arranging suitable transport for furniture where necessary.

Where goods are faulty or a return is otherwise required at our expense by law, we will explain the appropriate collection or return arrangements.

Please inspect your delivery as soon as reasonably possible and contact us promptly if you notice any damage or discrepancy. Reporting an issue promptly helps us investigate, but it does not remove or shorten your statutory rights.

7. Refund processing

Where a refund is legally due, it will be processed using the original payment method unless you expressly agree otherwise or the law permits another arrangement.

We will process refunds within the applicable statutory deadlines. Your bank or payment provider may take additional time to display the funds.

For goodwill exchanges or store credit offered on eligible in-store purchases, we will explain the available options when the return is agreed.

8. Proof of purchase

Please provide your receipt, order confirmation or other reasonable evidence of purchase when requesting a return or reporting an issue.

9. Your statutory rights

Nothing in this policy excludes, limits or affects any consumer rights that cannot legally be excluded or limited, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as applicable.

If you have any questions about a return or cancellation, please contact Ivory Avenue before arranging transport or sending an item back.

Ivory Avenue
Bournemouth, Dorset
jess@ivoryavenue.co.uk