Refund policy
Returns Policy
Last updated: August 2026
We hope you love your Graes Home furniture. However, we understand that occasionally an item may not be suitable.
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.
This Returns & Refunds Policy explains your rights and our procedures for cancellations, change-of-mind returns, damaged or faulty products and refunds.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How to Request a Return
To request a return, please contact:
Graes Home
Email: orders@graes.co.uk
Please provide:
Order number
Name
Product being returned
Reason for return
Photographs, where relevant
Our customer service team will then provide the appropriate return instructions.
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. Please contact orders@graes.co.uk, quoting your order number and the item(s) you wish to return.
Following cancellation, the goods must be returned to us without undue delay and no later than 14 days after you tell us that you wish to cancel.
Please Check Measurements Before Ordering
Our product pages provide dimensions and other relevant product information to help customers determine whether furniture is suitable for their home.
Customers are responsible for checking product dimensions and ensuring that the item will fit both its intended location and the access route into the property, including doorways, hallways, staircases and lifts, before ordering.
Where an item is returned because it is too large, too small, does not fit the intended space or cannot be taken through the customer’s access route, this will normally be treated as a change-of-mind return, rather than a fault with the product, provided the dimensions and description supplied by Graes Home were accurate.
This does not affect your statutory right to cancel an eligible online order.
Delivery Access
It is the customer’s responsibility to ensure that the delivery address and access route are suitable for the furniture ordered.
Please check:
* door widths and heights;
* hallways and corners;
* staircases;
* lifts;
* entrances and gates; and
* the dimensions of the intended room/location.
Where accurate product dimensions were supplied before purchase and an item cannot be delivered or is subsequently returned because of insufficient access or because it does not fit the intended location, this will ordinarily be treated as a change-of-mind/suitability issue rather than a product fault.
Any return or redelivery costs for which the customer is responsible will be handled in accordance with this policy and applicable law.
Change of Mind Returns
We ask that returned furniture is kept in the best possible condition and, wherever possible:
* is not assembled or used;
* is returned with all components and accessories;
* is returned in its original packaging; and
* is appropriately protected for transportation.
You may inspect an item as you reasonably would in a shop.
If the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, and this results in a reduction in its value, Graes Home reserves the right to make an appropriate deduction from the refund to reflect that diminished value, where permitted by law.
Removing packaging does not automatically remove your statutory cancellation rights.
We strongly recommend retaining all original packaging until you are certain you wish to keep your furniture. Please contact orders@graes.co.uk with your order number for confirmation.
Faulty, Damaged or Incorrect Items
If your furniture arrives damaged, faulty, incorrectly supplied or is not as described, please contact us as soon as reasonably possible at orders@graes.co.uk with your order number.
We may request photographs or other reasonable information to help us establish the issue and arrange the most appropriate resolution.
Your rights in relation to faulty goods are governed by the Consumer Rights Act 2015.
Where applicable, this may include the right to reject qualifying faulty goods within the first 30 days, or rights to repair, replacement, price reduction or refund depending upon the circumstances and the time that has passed.
You will not be charged a return collection fee where Graes Home is legally responsible for the return because the goods are faulty, damaged, incorrectly supplied or not as described.
Returns Collection
Where you cancel because you have changed your mind, the product is unsuitable for your space, the measurements do not work for your property or for another reason that is not due to the product being faulty, damaged or incorrectly supplied, you will be responsible for the direct cost of returning the goods to Graes Home.
As many Graes Home products are large furniture items that cannot normally be returned by standard post, we can arrange collection through our specialist furniture delivery network.
The return collection charge will depend on the size of the item and collection location. We will confirm the applicable collection charge before arranging collection.
Where permitted, the agreed return collection charge may be deducted from your refund rather than being paid separately.
Customers may also arrange their own suitable return transport where agreed with Graes Home in advance. Furniture remains the customer’s responsibility until safely received by us.
Graes Home will cover reasonable return costs where goods are faulty, damaged, incorrectly supplied or not as described, where we are legally responsible for those costs.
Please ensure the furniture is fully packaged and available on the agreed collection date. Missed collections may require rescheduling.
Failed or Missed Collections
Customers must ensure that returned furniture is appropriately packaged, accessible and available on the agreed collection date.
If our delivery partner attends an agreed collection and is unable to collect because:
* nobody is available;
* the item is inaccessible;
* the item has not been adequately prepared for collection; or
* collection cannot reasonably be completed due to circumstances within the customer’s control,
We reserve the right to charge the reasonable cost of arranging another collection.
Damage After Delivery
Please inspect your furniture as soon as reasonably possible after delivery and before assembly.
If you believe an item arrived damaged, please contact us promptly and provide photographs of the product and packaging where reasonably possible.
This helps us establish whether damage occurred before or during delivery.
This requirement does not remove or restrict your statutory rights.
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. The statutory right to cancel does not generally apply to goods made to the customer’s specifications or clearly personalised.
Where a product is genuinely bespoke, made to your specifications or personalised, we will make this clear before purchase.
This does not affect your rights where a bespoke or personalised product is faulty, damaged or not as described.
Any terms relating to bulk or bespoke orders will be confirmed in writing before the order is placed.
Refunds
Once returned goods have been received, we will inspect them and process any refund due in accordance with your statutory rights.
Where you exercise your statutory right to cancel the whole order, we will also refund the cost of our standard delivery option, where applicable.
If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above our standard delivery cost.
Where you are responsible for a previously disclosed return collection charge and Graes Home arranges the collection, that charge may be deducted from the amount refunded.
Refunds will be made to the original payment method.
We will process refunds within the time required by applicable law. For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.
If you return an item purchased using Klarna, your refund will be processed directly through Klarna. Once we receive your return and approve your refund, Klarna will automatically cancel any remaining scheduled payments and refund any amounts you have already paid back to your original payment method.
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.