Refund policy

At a glance

Standard items ordered online

If you are a consumer, you can cancel your order for any reason within 14 days of the day after delivery.

• Tell us by email within the 14 days. You then have a further 14 days to return the items.
• Items should be returned in the condition you received them. You may handle them as you would in a shop, but we may reduce your refund if they have been used or damaged beyond that.
• Unless the item is faulty, you pay the direct cost of returning it. For large furniture we can arrange collection and will tell you the cost first.
• We refund the price of the item and the standard delivery charge you paid.

Bespoke and made-to-measure furniture

Bespoke and made-to-measure pieces are manufactured to your specification, so the statutory 14-day right to cancel does not apply to them.

As a goodwill policy, you may cancel a bespoke order before production begins. We will refund what you have paid, less the reasonable cost of design work already carried out and any materials ordered specifically for your project. We will show you how this has been calculated.

Once production has started, bespoke orders cannot be cancelled or returned for a change of mind. This does not affect your rights if the furniture is faulty or not made as agreed.

Faulty, damaged or incorrect items

If anything arrives damaged, is faulty or is not what you ordered, please tell us as soon as you can, ideally within 48 hours of delivery, with photos. This helps us put it right quickly. Your legal rights still apply if you tell us later.

• Within 30 days of delivery, you are entitled to a full refund for faulty goods.
• After 30 days, we will repair or replace the item. If that is not possible or does not fix the problem, you are entitled to a refund or a price reduction.
• We cover the cost of collecting faulty items.

Installation and services

If installation or another service is not carried out with reasonable care and skill, we will return to put it right at no cost. If that is not possible, you are entitled to an appropriate price reduction.

Subscriptions and furniture plans

• As a consumer, you can cancel a new plan within 14 days of signing up. If you asked us to deliver or start the service in that time, we deduct the cost of anything already provided, and you return any furniture supplied.
• After that, you can cancel in line with the notice period and minimum term set out in your agreement. Monthly charges already paid for the current period are not refunded unless your agreement says otherwise.
• If plan furniture is faulty, we repair or replace it as part of your plan.

How to request a refund

Email info@crabtreeandhargreeves.online or call 07400 728749 with:

• your name and order reference;
• the items concerned;
• the reason, with photos if an item is faulty or damaged.

We will confirm the next steps and arrange collection or return where needed.

When you will be refunded

We refund you within 14 days of receiving the returned items, or of you providing evidence that you have sent them back, whichever is sooner. If no items need to be returned, we refund within 14 days of agreeing the refund. Refunds go to your original payment method; your bank may take a few working days to show them.