Returns & Refunds

If you wish to return, no problem! We offer refunds and exchanges within 14 days of receiving your order.

Please follow the quick and easy steps below:

1. Submit your request within 14 days of delivery by Submitting A Ticket.

2. The item must be in a resellable condition, having not been used or assembled. Package the item in the original boxes. This will ensure that your returned items arrive at our warehouse in the same resellable condition, which helps us meet our sustainability goals! 

3. Include the return slip in the box and write your order number on the outside of the box.

4. Send to the returns address provided to you after submitting your request. We will arrange a pickup with you and one of our partnered couriers. We highly recommend, if INSIST, that you ask for a receipt/proof of postage. We are not responsible for items lost or damaged during transit.

5. We will confirm receipt and process the refund or exchange within 14 working days. This will be debited to the same card or payment type you originally purchased. 

For any other enquiries, or if you are having issues accessing your order, please email us at info@cultfurniture.com or give us a call on 0208 185 6960. Head here to see our customer service opening hours.

Is there a charge for returning unwanted items?

We heavily subsidise our delivery costs. If the item you have ordered is no longer wanted, we will refund your original delivery costs, however, we will need to charge a collection fee. 

Collection Fees Per Box:

Small Items: £14.95

Dining Chairs, Office Chairs, Stools, Lighting & Accessories

Large Items: £39.95

Sofas, Accent Chairs & Armchairs, Large Mirrors, Tables, Storage Furniture, Beds

The item must be in a resellable condition, having not been used or assembled and be packaged in the original boxes. If the items are returned to us in an unsellable condition, not caused by a circumstance out of your control, we will charge 15% of the item’s price.

If you received free delivery but no longer want the product, you are responsible for the cost of the return but we can organise the courier for you.

For further information, please visit our T&C’s.

Tips for returning unwanted furniture:

1. Keep the returns slip. 
2. Keep the original packaging on hand until you’re positive with your decision! This will save you extra costs on buying additional boxes and packaging materials to send back. To ensure you receive your refund, the product must have sufficient packaging. 
3. Reconsider assembling your furniture if you’re not certain you want them. We need the product returned to us in the same manner it was delivered so this will save you time un-assembling! And incurring the 10% restocking fee if the item is no longer in its original condition…
4. A jolt in the back of a van happens. Try and package your items how you received the item to ensure it doesn’t get damaged during transit. This also means it can be resold in perfect condition to another lucky design enthusiast. 
5. You will then be given a time slot from the designated courier from Monday to Friday. Ask for a receipt once collected so you can track your order effectively. 

We strive to ensure that all orders arrive in perfect condition, however if your product is faulty or damaged, you can return this to us with ease. 

We have two options. We can offer you a replacement or exchange with the same speedy delivery you received your first order. Secondly, we can offer you a full refund…

1. Start by following the same process as Unwanted Products by Submitting A Ticket, but selecting the correct return reason of Damaged Product.
2. When completing your form, we ask that you give us as much detail of the fault/damage as possible. On occasion, we may ask for photos of any faulty or damaged goods, just to determine the nature of the fault and log it in our system correctly. All of this means we can process your return much quicker.
3. Keep the original packaging on hand! This will save you extra costs on buying additional boxes and packaging materials to send back.
4. A jolt in the back of a van happens. Try and package your items how you received the item, regardless of the initial fault, to ensure it doesn’t get damaged further during transit. This means you’ll receive your refund quicker and this product could be resold in our Seconds Outlet if they are in a useable condition.
5. Arrange an appropriate time where you’ll be in to review the pickup. Also be aware that couriers often have time frames across the day. Ask for a receipt once collected so you can track your order effectively.

For any other enquiries, or if you are having issues accessing your order, please email us at info@cultfurniture.com or give us a call on 0208 185 6960. Head here to see our customer service opening hours.

Is there a charge for returning faulty/damaged items?

No, you will be offered a full refund on faulty or damaged items, including the delivery fee, including the collection fee when returning the item(s).

What if it's outside the 14 day return window?

We recognise that orders can sometimes arrive damaged and ask you to please always check your items thoroughly within 14 days of arrival as we are unable to issue any refunds or replacements outside of our 14 day return policy.

If you are outside of the 14-day returns policy but are within the 12-months manufacturer warranty, do contact us with photos of the damage and we will be able to offer a replacement if in stock or a replacement product of the same value. Please note that this is based on if the damage is a manufacturing error. More information about product warranties can be found in our T&C’s.

For all our Made to Order products, you have 14 days to cancel your order from the moment it was placed. After 14 days, cancellation is not possible due to the bespoke nature of the product. If you wish to cancel after 14 days, you will be charged the full price of the order.

This does not affect your statutory legal rights.

Please note: for any orders placed on the Ireland website and delivered to Republic of Ireland, the customer will need to arrange their own return to include delivery charges and custom charges. 

Seconds Clearance Outlet products are largely discounted as they may be a customer return, ex-display model, refurbished or have some marks (i.e small dent or scratch). However, all are complete and in good condition but cannot be sold as new. 

How do I return a product purchased from the Clearance Outlet?

This is treated in the same way as Unwanted or Faulty products. If you simply change your mind, then please follow the instruction under the heading Changed Your Mind? If there is an additional fault to the product that means it does not work as it should, then please follow the instructions under the heading Faulty or Damaged Items.

Yes! We have partnered with the British Heart Foundation (BHF) who will collect your preloved furniture to be sold in one of their UK stores. Money raised from your preloved furniture goes towards life-changing research and treatments for heart disease, strokes, and vascular dementia. And did we mention this is a free service? Find out more here. 

Don’t worry, nothing in this policy affects your statutory rights.