Refund policy

Returns Policy

This policy is provided in line with your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations.

Different rights apply depending on whether you are returning an item because you have changed your mind or because it is faulty.

Right to Cancel

You have the right to cancel your order within 14 days of receiving your furniture and 14 days to return the product after cancelling.

To exercise this right, you must notify Graes Home in writing within the 14 day period.

Change of Mind Returns

If you change your mind, returned furniture must be:

Unused and unassembled
In its original condition
In the original packaging

Items that have been assembled or used may not be eligible for return. Please contact orders@graes.co.uk with your order number for confirmation.

Faulty or Damaged Furniture

If your furniture is faulty, damaged, or not as described, you have the right to reject it within 30 days of delivery and receive a full refund.

After 30 days, we will offer a repair or replacement where appropriate, in line with your statutory rights.

Please notify us as soon as possible if you believe your furniture is faulty. Photographic evidence may be required so we can assess the issue and arrange the appropriate resolution.

Returns Collection

If a return or replacement is approved, a collection will be arranged from the original delivery address.

Please ensure the furniture is fully packaged and available on the agreed collection date. Missed collections may require rescheduling.

Bulk and Bespoke Orders

Furniture supplied as part of a bulk order or bespoke agreement may not be eligible for cancellation or return unless faulty.

Any terms relating to bulk or bespoke orders will be confirmed in writing before the order is placed.

Refunds

Once returned furniture has been received and inspected, approved refunds will be processed to the original payment method.

Refunds are typically completed within 14 days of the item being received.

Contact

If you have any questions about delivery, returns, or your order, please contact Graes Home through our website contact form or email us with your order number orders@graes.co.uk
We aim to respond to all enquiries as promptly as possible.