Refund policy
Returns and Cancellations Policy
Last updated: 30/07/26
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 cancel or return any standard, non-bespoke item.
To start a return, please contact us at sales@rydandesign.co.uk. We will confirm the appropriate return address and provide return instructions.
Please note that made-to-order and bespoke items cannot normally be returned or cancelled once production has begun, as they are manufactured specifically to your chosen size, fabric, finish or configuration. This exemption is permitted under UK consumer law.
Who Pays for Return Costs?
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 and provide photographs where possible.
Once the issue has been verified, we will arrange collection where necessary and cover the full cost of returning the item. This is in accordance with your rights under the Consumer Rights Act 2015.
2. If you have changed your mind
If you no longer wish to keep a standard, non-bespoke item, you are responsible for the cost of returning it to us. Customers may arrange their own return using a courier or transport company of their choice. Where they do so, the Goods remain the customer's responsibility until they have been safely received and inspected by Rydan Interiors. We strongly recommend using an appropriately insured delivery service, as we cannot accept responsibility for loss or damage occurring during return transit.
Where the item was delivered by Rydan Interiors, the return charge will be based on the reasonable cost of collecting the goods from your delivery address. Our standard delivery charges contribute towards, but do not represent, the full cost of providing our white glove delivery service. Return collection charges are therefore calculated based on the collection location, order size and associated transport costs.
Where a return is requested at the point of delivery, after the item has been unboxed and inspected but before our delivery team leaves, a fixed collection and handling charge of £75 will apply.
Where the item was delivered directly by one of our manufacturers or fulfilment partners, different return arrangements and collection charges may apply depending on the supplier. Any applicable collection charges will be confirmed before a return is arranged.
If you refuse delivery after the item has been dispatched, for any reason other than damage or fault, we may deduct the reasonable cost of the failed delivery and return from your refund, as 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 eligible standard, non-bespoke items delivered by Rydan Interiors, 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 inspect its colour, fabric, finish, build quality and overall suitability. For example, you may check that the shade complements your room or that the comfort meets your expectations.
The item must not be used beyond this inspection, and the packaging should be retained in a condition that allows the item to be safely repacked.
This option is available only for eligible standard, non-bespoke items delivered using Rydan Interiors' own delivery service.
Products delivered directly by our manufacturers or fulfilment partners are not eligible for point of delivery returns.
A fixed collection and handling fee of £75 will be deducted from your refund. This fee reflects the cost of the failed delivery and immediate return journey.
Made-to-order and bespoke items cannot be returned at the 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 cancel or return it.
After notifying us, you have a further 14 days to return the item. This two-stage process is set out in the Consumer Contracts Regulations.
You may inspect the item in the same way you would examine a display model in a showroom. For example, you may check the stitching, fabric texture, firmness or colour.
The item must not be used for sitting, resting or everyday use. If it shows signs of use or damage beyond what is necessary to inspect it, we may make a deduction from your refund to reflect any loss in value.
Please include all accessories, manuals and original packaging where reasonably 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, your legal right to cancel under the Consumer Contracts Regulations will expire.
In these circumstances, we are not required to accept the return unless the item 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 receipt by email.
If the item meets the conditions of this policy, we will process your refund within 14 days of receiving the returned goods, using the same payment method originally used for the purchase.
Where a deduction is made for diminished value, we will explain the reason before processing your 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 yet been dispatched, we will cancel it and issue a full refund.
If the order has already been dispatched, you will need to accept delivery and then follow the returns procedure outlined in this policy.
Made-to-Order and Bespoke Items
Made-to-order and bespoke items are manufactured specifically to your chosen size, configuration, fabric, finish or other personal specification. This includes products where you select custom fabrics, colours, fillings, layouts or dimensions.
Once production has begun, these items cannot normally be cancelled or returned unless they are faulty or not as described. This exemption is permitted under UK consumer law.
Please ensure that all measurements, access routes and chosen specifications are correct before placing your order. You are responsible for ensuring that the furniture will fit through doorways, hallways, staircases, lifts and into the intended room. We cannot accept returns where an item cannot be delivered due to access restrictions.
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 natural characteristics of upholstered furniture and are not regarded as faults.
Customers are encouraged to review our Warranty & Care Information before purchase for guidance on upholstery materials, maintenance and natural product characteristics.
Different return procedures and collection arrangements may apply to products delivered directly by our partner manufacturers or fulfilment providers. If you are unsure whether a product is delivered directly by one of our partner suppliers, please contact us before placing your order.
Summary
- Standard, non-bespoke products may be cancelled or returned within 14 days of delivery.
- After notifying us, you have a further 14 days to return the item.
- You may inspect the product in the same way you would examine it in a showroom.
- Return costs are your responsibility unless the item is faulty, damaged or not as described.
- Eligible point of delivery returns on items delivered by Rydan Interiors are subject to a fixed £75 collection and handling fee.
- Where Rydan Interiors collects a standard item following a change of mind return after delivery, collection charges will be based on the reasonable cost of collection.
- Late cancellation requests or late returns are not eligible for a refund unless the item is faulty or not as described.
- Made-to-order and bespoke items cannot normally be cancelled or returned once production has begun unless they are faulty or not as described.
- Different return arrangements may apply to products delivered directly by our partner manufacturers or fulfilment providers.
- Refunds are processed within 14 days of receiving eligible returned goods.
By placing an order through our website, you agree to this Returns and Cancellations Policy.