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Legal & ethical policies

What are my cancellation rights under the Consumer Contracts Regulations?

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. For example, if you receive your order on a Thursday, you have 14 days from Friday to notify us of your cancellation.

If you have made a purchase through our Website or over the telephone and have paid for delivery but wish to return the full order by post or to a store you are entitled to a refund on the outbound delivery charge originally paid within 14 days of receipt of the order. Please note that the delivery charge refund will be the equivalent value of standard delivery.

This statutory right is separate from our goodwill policy.


The Regulations do not apply to flowers and plants, made to measure curtains and blinds, chilled hampers, items that contain fresh or perishable food or to any items with a hygiene seal where the hygiene seal has been removed, broken or tampered with. In addition, they do not apply to goods or services purchased in store.

How do I cancel my order under the Regulations?

To cancel your order, you must let us know in writing, which you can do by filling in the order summary when you return your order. Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.

You must take good care of the items while they are in your possession and they must be returned to us or collection arrangements must be made as soon as possible at your cost (currently a charge of £50 for furniture (except T84 items). Please see the order summary that comes with your order for more details.

This is not intended to be a full statement of your rights under the Regulations. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office.

This policy does not affect your statutory rights under the Regulations or other legislation. Full details of how to exercise your rights are set out in the order confirmation email. Please also see our Terms and Conditions for full details.

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