At Preston Luxury Furniture, we want you to feel completely confident buying with us. Below you'll find a clear breakdown of when returns are accepted, when a refund is free, and when a delivery/collection charge may apply.

If anything below isn't clear, just get in touch and we'll talk you through your options before you return anything.

Our return & refund conditions

To keep things simple and fair, here's exactly when a return is accepted and what it will cost you:

• Modified or made-to-order items — non-refundable. If you've changed your order after placing it (size, colour, finish, or any custom specification), it becomes non-refundable once we've started preparing it, as it's made specifically to your requirements.
• 0–14 days after delivery — free return. Change your mind within 14 days of receiving your order and we'll accept the return completely free of charge, with a full refund to your original payment method.
• 15–28 days after delivery — return accepted, delivery charge may apply. We'll still accept your return, but a delivery/collection charge may be deducted from your refund to cover collecting the item. We'll always confirm the exact cost with you before anything is collected.
• After 28 days — no longer eligible for a change-of-mind return or refund, except where the item is faulty or not as described.

Faulty or damaged items

If your item arrives faulty, damaged, or not as described, this is treated separately from the timeframes above. Contact us within 48 hours of delivery with photos of the issue, and we'll arrange a free repair, replacement, or full refund — no delivery charge, no matter how long it's been.

What your item needs to be in for a return

• Unused and in the same condition you received it
• In its original packaging, where possible
• Not a modified or made-to-order item

How to request a return

To start a return, contact us with your order number and reason for return, and we'll confirm your eligibility, any applicable charge, and how collection works:

• Email: prestonluxuryfurniture@gmail.com
• Phone: 01772 563828
• Contact form: prestonluxuryfurniture.co.uk/pages/contact

Frequently asked questions

Can I get a full refund if I just change my mind?
Yes — if you return your item within 14 days of delivery, unused and in its original packaging, you'll get a full refund with no charge.

What happens if I return an item after 14 days?
Returns between 15 and 28 days after delivery are still accepted, but a delivery/collection charge may be deducted from your refund. We'll always tell you the exact amount before collection is arranged.

Can I return an item after 28 days?
Not for a change-of-mind return — after 28 days we're unable to accept returns unless the item is faulty or not as described, in which case there's no time limit tied to this policy.

I customised my order — can I still get a refund?
Once production has started on a modified or made-to-order item, it can't be refunded, as it's been made specifically to your specification and can't be resold.

How long does my refund take once it's approved?
Once we've received and inspected your returned item, please allow 5–10 working days for the refund to appear back on your original payment method, depending on your bank or card provider.

My item arrived damaged — does the 14-day rule still apply?
No — faulty or damaged items are handled separately with no delivery charge and no 14/28-day limit. Just contact us within 48 hours of delivery with photos and we'll sort it out.