At Imperial Roots Furniture, we take great pride in the quality and British craftsmanship of our bedroom furniture. We want you to be completely delighted with your purchase. If you need to return an item, please review our comprehensive returns policy below.
1. 14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, you are entitled to request a return and full refund within 14 days of receiving your order.
- Condition: Items must be returned unused, undamaged, and in their original condition and packaging.
- Return Shipping: Unless the item is faulty or damaged, return shipping costs and arrangements are the sole responsibility of the customer.
- Timeframe Limit: Once the 14-day period has elapsed without a return request, we are unable to accept returns or issue refunds for unwanted items.
2. Assembly & Inspection Policy
Important: Please thoroughly inspect all parts and packaging before attempting to assemble your furniture.
- Unassembled Items Only: We cannot accept returns for any item that has already been assembled. Assembly prevents us from determining whether defect or structural damage occurred prior to or during the build process.
- Packaging: Please do not discard the original packaging. It is strictly required to process any return.
- If You Spot an Issue: If you notice a fault, damage, or missing part, do not assemble the product. Contact our support team immediately so we can assist you.
3. Damaged or Faulty Items
We inspect our furniture for structural integrity before dispatch. However, in the rare event that an item arrives damaged, faulty, or not up to specification:
- Our Guarantee: We take full responsibility for replacing or refunding faulty items, including covering all associated collection and transport costs.
- Missing Parts: Upon delivery, please take an itinerary check. If any component is missing, send us a clear photograph of your items and packaging so we can swiftly dispatch the missing parts.
- Inspection Process: Returned faulty items will undergo a thorough inspection by our quality assurance team upon arrival before a direct refund or replacement is finalized.
4. Statutory Cancellation & Bespoke Specifications
- Statutory cancellation rights apply to all standard upholstered furniture in cases where items are faulty, missing, or do not match the agreed specification.
- Any custom components or non-standard specification modifications outside of our standard product listings fall outside statutory cancellation once production begins, unless deemed faulty.
5. Steps to Initiate a Return
To ensure a seamless return process, please adhere to the following steps:
- Notify Us: Contact our customer service team within 14 days of delivery.
- Keep Original Packaging: Ensure the item remains unused, unassembled, and secured in its original packaging.
- Provide Documentation: For damaged or missing parts, attach clear photos to your email correspondence to help us resolve the issue quickly.
- Arrange Transit: For standard returns, arrange return shipping to our warehouse. For verified faulty items, our team will schedule a direct pickup at our expense.
For full details regarding our operations and buyer protection, please consult our complete Terms & Conditions.