Returns and Refunds Policy

We hope you are delighted with your purchase. If you need to cancel an order, return an item or report a problem, please contact us using the details at the end of this policy.

Nothing in this policy affects your statutory rights.

30-day returns

For products that are not made to your specifications or personalised, you may notify us that you wish to return your purchase within 30 days of receiving it.

After notifying us, you must return the item without undue delay. Please contact us before arranging the return so that we can provide the appropriate instructions.

Made-to-order and bespoke products

The right to cancel does not normally apply to products made to your specifications or clearly personalised.

This includes genuinely bespoke products such as:

• Furniture made to special or non-standard dimensions

• Products incorporating alterations requested specifically by you

• Personalised or embroidered products

• Products made using a special material that is not part of our standard range

Selecting a standard size, leather, fabric or colour offered as a normal option does not automatically make a product bespoke or personalised.

Your statutory rights still apply if a made-to-order or bespoke product is faulty, damaged or not as described.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

For bespoke or personalised orders, cancellation requests will be considered individually, taking into account whether materials have been ordered, cut or committed and whether production has started.

This does not restrict any cancellation right that applies to a non-bespoke product under consumer law.

Return costs

For a change-of-mind return, you are responsible for arranging and paying for a suitable return carrier.

Furniture must not be returned without contacting us first. We strongly recommend using an appropriately insured and trackable delivery service.

If an item is faulty, damaged when delivered, incorrect or not as described, Klassic Upholstery Limited will be responsible for reasonable return or collection costs where the law requires this.

Original delivery charges

Standard delivery to eligible UK mainland addresses is included in the product price and is therefore not shown as a separate refundable charge.

If you paid extra for an enhanced, expedited or other premium delivery service, we are only required to refund an amount equivalent to the least expensive standard delivery option offered.

Condition of returned products

You may inspect a product as you reasonably would in a shop.

You are responsible for any reduction in value resulting from handling or use beyond what is reasonably necessary to establish the product’s nature, characteristics and suitability.

Where permitted by law, we may make an appropriate deduction from the refund if the returned product has suffered a reduction in value. Examples may include:

• Stains, marks or soiling

• Strong odours, including smoke

• Pet hair or animal-related damage

• Scratches, scuffs or tears

• Damage caused after delivery

• Excessive use or handling

• Missing parts or accessories

Any deduction will reflect the actual reduction in the product’s value and will not be used as a cancellation or restocking fee.

Packaging and return transport

Original packaging is not required, but the product must be suitably and securely packaged to protect it during return transport.

You are responsible for taking reasonable care of the product and ensuring that it is adequately protected when returned using a carrier arranged by you.

We recommend photographing the product and its packaging before it is collected and retaining your collection receipt and tracking information.

Exchanges

We do not process direct exchanges.

If you wish to purchase a different product, colour or size, the original item must be returned in accordance with this policy. Once the return has been accepted, the applicable refund will be issued and a new order can be placed separately.

Faulty, damaged or incorrect products

If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.

We may ask you to provide photographs and information about the issue to help us investigate and arrange an appropriate solution.

Each case will be assessed individually. Depending on the circumstances and your legal rights, the available remedy may include:

• Repair

• Replacement

• A price reduction

• A full or partial refund

We will not charge you reasonable return or collection costs where the product is faulty, damaged when delivered, incorrect or not as described and we are legally responsible.

Delivery damage

Please inspect your purchase as soon as reasonably possible after delivery.

We ask that visible delivery damage is reported to us within 48 hours, together with photographs of the product and packaging where possible. This helps us investigate the damage promptly with the delivery company.

The 48-hour period is a request only. Failure to report damage within 48 hours does not remove or restrict your statutory rights.

Please retain the packaging until we have reviewed the matter.

Refunds

Once we receive the returned product, we will inspect it and confirm the outcome of your return.

Where a refund is due, it will be made to the original payment method. We will issue the refund without undue delay and no later than 14 days after:

• We receive the returned product; or

• Where applicable, you provide satisfactory evidence that it has been returned, if that occurs earlier.

We may withhold a change-of-mind refund until we have received the product or satisfactory evidence that it has been returned.

We do not impose cancellation or restocking fees where a customer exercises a statutory right to cancel.

International returns

Customers outside the United Kingdom are responsible for arranging and paying for change-of-mind return transport.

The customer is also responsible for any applicable return-related customs documentation and any import, export or handling charges for which the customer is legally responsible.

Please contact us before arranging an international return. Products must be clearly identified as returned goods on the shipping and customs documentation where appropriate.

This section does not apply where Klassic Upholstery Limited is legally responsible for the return costs because a product is faulty, damaged, incorrect or not as described.

Your statutory rights

Nothing in this policy excludes, limits or replaces your rights under applicable consumer law.

Products must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund.

Contact us

To request a return, cancel an eligible order or report a problem, contact:

Klassic Upholstery Limited

Email: klassic.upholstery@gmail.com
Telephone/WhatsApp: 01224 929358

Return address:

Klassic Upholstery Limited
Unit 1 Kindale Site
Thornleigh Trading Estate
Dudley
DY2 8UB

Please contact us before returning any product.