Returns & Cancellations
Made for you. Fairly handled if something goes wrong.
Many Stow & Settle products are made specifically for the customer who orders them.
Because of this, the cancellation and returns rules can differ depending on whether you've purchased a standard product or furniture genuinely made to your individual specifications.
This policy explains the difference.
Nothing in this policy affects your statutory rights.
Standard products
If you purchase a standard, non-personalised product from us online, you will have the right to change your mind and cancel your order.
You must tell us that you wish to cancel within 14 days of receiving your goods.
Once you've told us, you have a further 14 days to return the goods.
To request a return, please contact:
Please include your name and order number.
We'll provide instructions for returning your furniture.
Bespoke & Made-to-Measure Furniture
Made specifically for your space
Many Stow & Settle products are manufactured to dimensions or specifications chosen specifically for an individual customer.
This may include seating manufactured to:
- Your specific measurements
- A customer-specific length, depth or height
- A bespoke corner or U-shaped layout
- Customer-specific skirting cut-outs
- A non-standard configuration
- Other individual specifications agreed as part of your order
Where goods are genuinely made to your specifications or clearly personalised, the usual statutory 14-day change-of-mind cancellation right does not apply.
This is because manufacturing has been undertaken specifically for you and the finished furniture may not reasonably be resalable to another customer.
Made to order doesn't always mean bespoke
We want to be transparent about this distinction.
A product isn't necessarily legally considered bespoke simply because we manufacture or assemble it after receiving your order.
For example, selecting a standard size, standard configuration or a fabric/colour from our normal range will not, by itself, impact your statutory cancellation rights.
Where your statutory right to cancel applies, we will honour it.
Cancelling before manufacture
If you need to change or cancel an order, contact us as soon as possible.
If manufacture hasn't started, we'll normally try to accommodate your request.
For genuinely bespoke orders, even though the statutory change-of-mind cancellation right may not apply, we'll consider whether the order can reasonably be stopped and what costs have already been incurred.
We won't automatically retain all payments simply because an order is described as bespoke in this instance.
Any amount retained following cancellation will be considered in light of the circumstances and our actual losses arising from the cancellation. UK consumer guidance warns against blanket non-refundable deposits and disproportionate cancellation charges.
Once bespoke manufacture has started
Once manufacture of genuinely bespoke furniture has begun, cancellation or significant changes may become difficult or impossible.
Please contact us immediately if you need to make a change.
We'll check the stage your furniture has reached and tell you whether the requested change can still be made and whether there will be any reasonable additional cost.
Please don't assume a change can be made until we've confirmed it.
This is why we'll ask you to check your measurements, configuration, fabric and bespoke requirements carefully before your order is approved for manufacture.
Returning standard furniture
Where you have a statutory change-of-mind cancellation right and exercise it within the required period, the furniture should be returned to us in accordance with the return instructions we provide.
You may inspect the furniture as you reasonably would in a shop, but you're responsible for taking reasonable care of it while it's in your possession. A deduction from the refund may be permitted where handling has reduced the value beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Because our furniture can be large and may require specialist transportation, please contact us before arranging a return.
REQUEST A RETURN
Return collection costs
Because upholstered benches and banquette seating are large items, they usually cannot be returned using an ordinary parcel service.
Where a standard product is being returned because you've changed your mind, you may be responsible for the direct cost of returning the furniture, where the law permits and where we have properly informed you of that responsibility before purchase.
We will explain the available return arrangements and applicable costs before arranging collection.
If an item is being returned because it is faulty or we've supplied the wrong product, different arrangements apply and your statutory rights remain unaffected.
Refunds for standard-product cancellations
Where you validly cancel a standard online order under your statutory cancellation rights, we'll refund the payments we're legally required to refund, including the cost of our least expensive standard delivery option where applicable.
If you selected a more expensive delivery service, we aren't required to refund the additional amount above our standard delivery charge.
Refunds will be processed within the applicable statutory timeframe, generally within 14 days of receiving the returned goods or evidence that they have been sent back, where applicable.
Refunds will normally be made using the original payment method.
What if we've made your bespoke furniture incorrectly?
This is completely different from changing your mind.
If we've manufactured your seating incorrectly against the specification agreed with you, please contact us.
For example, if your approved order specifies a particular measurement and we've manufactured the furniture to a materially different measurement, we'll investigate and put things right as appropriate.
The fact that an item is bespoke doesn't remove your statutory rights when something is faulty, not as described or otherwise fails to conform to your contract. Consumer goods must be as described, of satisfactory quality and fit for purpose.
What if I supplied the wrong measurements?
Where furniture has been correctly manufactured according to measurements or specifications supplied and approved by you, but those measurements prove unsuitable for your space, this wouldn't normally constitute a manufacturing fault.
For example:
You order: 2,000mm wide
We manufacture: 2,000mm wide
Available space: 1,950mm wide
The furniture has been manufactured to the agreed specification.
However, please still contact us. Depending on the product and issue, we may be able to suggest a practical solution.
Where Stow & Settle has expressly undertaken responsibility for measuring or specifying the relevant dimensions, we'll assess the situation accordingly.
Fabric colours
We strongly recommend ordering fabric samples before choosing your final upholstery.
Colours can appear differently depending on screens, room lighting and surrounding colours.
Reasonable variations in appearance, texture or shade may occur, but this doesn't affect your rights where goods are genuinely faulty or materially not as described.
Damaged on delivery
Please check your furniture as soon as reasonably possible after delivery.
If you notice visible damage, please contact us promptly at:
Where possible, send us:
- Your order number
- Photographs of the damage
- Photographs of any damaged packaging
- A brief description of the issue
This will help us investigate quickly with our delivery team.
Reporting an issue promptly helps us resolve it, but doesn't remove statutory rights you may otherwise have.
Faulty furniture
If you believe your furniture has developed a fault, please contact us.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.
Consumer remedies can include a short-term right to reject qualifying faulty goods within 30 days and, depending on the circumstances after that period, rights to repair or replacement and potentially a price reduction or refund. Your Stow & Settle guarantee does not replace these statutory rights.
Please provide your order number and photographs/video where appropriate so we can investigate the problem.
Our guarantees
In addition to your statutory rights, Stow & Settle provides:
10-Year Structural Frame Guarantee
and
2-Year Manufacturing & Mechanisms Guarantee
Please see our Guarantee page for full details.
Our commercial guarantees are additional to your statutory rights.
Changed your mind about a bespoke order?
Contact us quickly.
The earlier you speak to us, the more likely it is that we can help before materials are ordered, cut or manufacture progresses.
CONTACT US ABOUT AN ORDER
Your statutory rights
Nothing in this Returns & Cancellations Policy is intended to exclude, restrict or replace your statutory consumer rights.
Where there's a conflict between this policy and rights that cannot legally be excluded, your statutory rights apply.