Refund policy

Returns and Cancellations Policy

Last updated: 30/04/26

Can I return an order?

Yes. Under the Consumer Contracts Regulations, you have 14 days from receiving your order to notify us that you wish to return or cancel any standard, non bespoke item.

To start a return, please contact us at sales@rydandesign.co.uk. We will confirm the correct return address and provide return instructions.

Please note that we cannot accept returns of made to order or bespoke items, as these are created specifically to your chosen size, fabric, or configuration. This exemption is permitted under UK consumer law.

Who pays for the return shipping?

1. If there is a problem with quality or damage

If your item arrives damaged, faulty, or not as described, please contact us as soon as possible with photos. Once verified, we will arrange collection and cover the full cost of returning the item. This is required under the Consumer Rights Act.

2. If you have changed your mind

If you no longer want the item, you will be responsible for the cost of the return shipping. Please ensure the item is repacked safely for transport.

If you refuse delivery once the item has been dispatched, for any reason other than damage or fault, we may deduct the actual cost of the failed delivery or collection from your refund. This is permitted under the Consumer Contracts Regulations.

Made to order and bespoke items are excluded from change of mind returns.

Return at the Point of Delivery

For standard, non bespoke items, you may choose to return the item at the point of delivery if, after unboxing and inspecting it, you decide it is not suitable.

You may fully unbox the item to check colour, fabric, finish, build quality, and overall suitability. For example, you can check that the shade matches your room or that the comfort level feels right.

The item must not be used beyond this inspection, and packaging should be kept in a condition that allows it to be repacked safely.

This service carries a £75 collection and handling fee, which will be deducted from your refund. This fee reflects the cost of the failed delivery and return journey and is allowed under the Consumer Contracts Regulations.

Made to order and bespoke items cannot be returned at point of delivery unless they are faulty or not as described.

When should I send the product back?

You must notify us within 14 days of receiving your item if you wish to return it.

After this, you have a further 14 days to return the item to us. This two stage process is set out in the Consumer Contracts Regulations.

You may unbox and inspect the item as you would examine a display model in a showroom. For example, you can check the stitching, fabric texture, firmness, or colour.

The item must not be used for sitting, resting, or daily use. If it shows signs of use or damage beyond normal inspection, we may make a deduction from your refund to reflect any loss in value.

Please include all accessories, manuals, and original packaging where possible. We will confirm the correct return address when you contact us.

What happens if the return deadlines are missed?

If you do not notify us of your intention to return within 14 days of receiving your item, or if the item is not returned within the following 14 days, the legal right to cancel under the Consumer Contracts Regulations no longer applies.

In these cases, we are not required to accept the return, and the item will no longer be eligible for a refund unless it is faulty or not as described.

How and when will I receive my refund?

Once we receive and inspect your returned item, we will confirm by email.

If the item meets the return conditions, we will process your refund within 14 days of receiving the item, using the same payment method you originally used.

If any deduction for diminished value is necessary, we will explain this before processing the refund.

How do I cancel an order?

You may cancel any standard, non bespoke order within 14 days of receiving it.

If you wish to cancel before dispatch, please contact us as soon as possible. If the order has not been shipped, we will cancel it and issue a full refund.

If the order has already been dispatched, you will need to receive the item, then follow the returns process outlined in this policy.

Made to Order and Bespoke Items

Made to order and bespoke items are produced specifically to your chosen size, fabric, finish, or configuration. These include items where you select custom fabric, colours, sizes, fillings, or layouts.

Once production has begun, these items cannot be cancelled or returned unless they are faulty or not as described. This exemption is allowed under UK consumer law.

Please ensure your measurements, access routes, and chosen finishes are accurate before placing your order. You are responsible for ensuring the furniture will fit through doorways, hallways, staircases, and into the intended space. We cannot accept returns or provide refunds for items that do not fit.

Please note that upholstered furniture will naturally soften and develop character with use. Variations in texture, creasing, softening, shading, natural markings and wear consistent with normal domestic use are considered characteristics of upholstered furniture and are not regarded as faults.

Customers are encouraged to review our Warranty & Care Information page before purchase for guidance on upholstery materials, maintenance and natural product characteristics.

Summary

  • Standard products can be cancelled or returned within 14 days of delivery

  • You then have an additional 14 days to return the item after notifying us

  • You may unbox and inspect the product as you would in a showroom

  • Return shipping is paid by you unless the item is faulty or damaged

  • A £75 fee applies for optional point of delivery returns on standard items

  • Late notifications or late returns are not eligible for cancellation or refund unless faulty

  • Made to order items cannot be cancelled or returned once production has started unless faulty

  • Refunds are processed within 14 days of receiving the returned item

By placing an order through our online shop, you agree to this Returns and Cancellations Policy.