Returns

Returns & Refunds

Your 14-Day Right to Cancel

If you're a consumer buying online, UK law gives you the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, just let us know within that 14-day window - you then have a further 14 days to return the item to us.

Condition

You can open and check an item as you reasonably would in a shop. If it's used, installed, or handled beyond what's needed to inspect it, we may deduct the reduction in value from your refund. Once installed, most of our products can't reasonably be returned in a resaleable condition, so please check items thoroughly before fitting them.

How to Return an Item

As a small business, we don't have a network of stores to drop returns into, so here's how it works:

• Bring it back to us at our Dewsbury warehouse, free of charge. See warehouse locations and maps for the address.
• Can't get it back to us? We can collect it, but as this uses our own van and driver time, collection is chargeable - the same £30 (within 30 miles) or checkout-calculated rate that applies to deliveries.
• Got another order coming up? Let us know and we'll try to coincide collection of your return with your next delivery, so you're not charged twice for the same trip.

Please contact us at sales@allthingsloft.co.uk to let us know you're cancelling and to arrange the best return option.

Items Excluded from the Right to Cancel

Some items are excluded from the 14-day right to cancel under UK law — for example, goods made to your specification or clearly personalised (such as cut-to-size materials), and sealed goods that aren't suitable for return for health or hygiene reasons once unsealed. This doesn't affect your rights for faulty or damaged goods, covered below.

Faulty or Damaged Items

If an item arrives damaged, or develops a fault - even after it's been opened, used, or installed - this is covered separately from the cancellation right above. Under the Consumer Rights Act 2015, you're entitled to a repair, replacement, or refund. Contact us at sales@allthingsloft.co.uk as soon as possible, and within 48 hours of delivery for transit damage, with photos where possible.

Bulk Orders

Please check bulk orders for damage or shortages at the point of delivery wherever possible, note any issues on the delivery paperwork, and let us know within 48 hours so we can put it right.

Refunds

Once you've told us you're cancelling, we'll refund you within 14 days of receiving the returned item back (or, if earlier, evidence that you've sent it back). Refunds go to your original payment method and include the cost of standard delivery, though not any premium delivery option you chose.

Business Purchases

If you're buying as a business rather than as a consumer, the statutory cancellation right above may not apply, though we're still happy to discuss returns on a reasonable basis - just get in touch.