Return & Refunds Policy

 

Everything You Need To Know About Returns & Refunds

We want you to love, enjoy and be completely happy with your purchase from us. However, we understand that everyone changes their mind from time to time and somethings can go wrong along the way.

Please see below for all information regarding returns and refunds from you niture.co.uk orders. All returns and/or exchanges must be notified to us within 14 days in line with the Consumer Contracts Regulation. We always do our best to make any return and/or exchange as simple and easy as possible.

Easy Returns

Ordered the wrong item? Or not happy with the product? Simply contact us within 14 days from the day after delivery to return your order.

1. Log into our Returns Portal to create a return request.
2. We'll get back to you within 48 hours to authorise the return.
3. You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
4. Once we've received the product back we’ll check it over and then contact you with the next steps.

We always advise a return is sent via a Tracked & Insured postage as niture.co.uk is not responsible for any loss or damage done to the product.
If the item has been used we will only make a partial refund to cover the diminished value of the product.

Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.

Additional Returns/Refunds

  • Unwanted items must be returned in a fully re-saleable condition, which includes being in the original, unmarked and undamaged packaging.
  • Items must not have been used or assembled in any way.
  • Returns cannot be accepted once the assembly process has begun.
  • Returned items must arrive in perfect condition including the packaging, so please ensure that they are well packed using clear tape to seal any boxes.
  • Mattresses can only be returned if they are unopened. Mattresses which have been opened, used or slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it.
  • We are unable to accept responsibility for items lost or damaged in transit back to us.
  • Once received the items will be inspected and a refund issued within 5 working days. It might take up to 14 days to arrive in your selected payment method.
  • We will then ask you to send us photographs to verify the condition of the item you wish to return.
  • We retain the right to refuse a refund on any item deemed to be unsaleable.
  • Returns maybe subject to a restock fee which is 25% of the product cost.
  • We reserve the right to refuse a refund if the above conditions have not been met. This does not affect your statutory rights.

Exchanges

  • We permit exchanges on unused and unassembled items so long as you contact us within 14 days of delivery. In order to qualify for an exchange the item must come back in the same original condition.
  • If exchanging for an item of greater or lesser value we will make arrangements with you to settle or refund the difference.
  • Returned items that you wish to exchange must arrive in perfect condition including the packaging, so please ensure that they are well packed using clear tape to seal any boxes.
  • To initiate an exchange please contact us here.
  • We will then ask you to send us photographs to verify the condition of the item you wish to exchange.
  • Exchanges maybe subject to a restock fee of 25% of the product cost.

1. Log into our Returns Portal to create a return request.
2. We'll get back to you within 48 hours to authorise the return.
3. You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
4. Once we've received the product back we’ll check it over and then contact you with the next steps.

DAMAGED / FAULTY ITEMS

Please contact us immediately on 01443 30 50 20 to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.

How to report a damaged product:

1. Log into our returns portal to create a return request or give us a call
2. Upload any pictures of the damage via the return portal
3. We will respond to you within 48 hours to inform you of the next steps

  • Please check your packaging fully on receipt. If there is any damage to the packaging then please indicate this when signing for delivery whilst the drivers are present.
  • Transit damage must be reported within a maximum of 2 days of delivery.
  • All items and parts of items must be checked for any damage prior to assembly and we need to be informed before any assembly takes place.
  • We will then ask you to upload 5 photographs to verify the condition of the item you wish to return.