Furniture returns and refunds
Williams of Windsor sells furniture online. Nothing in this policy limits statutory consumer rights.
Change of mind
For most online orders you may cancel for any reason within 14 days of receiving the goods (or the last item in a multi-part order). Tell us clearly by our Contact page or email. You then have a further 14 days to send the goods back. Genuine personalised or made-to-measure goods may be excluded if the legal requirements are met and this is explained before purchase. Standard furniture is not automatically bespoke merely because we order it from a supplier after your purchase.
Return collection and costs
For a change-of-mind return, you bear the direct return cost only where we disclosed this to you before purchase. Bulky furniture may need specialist collection; where an item cannot normally be returned by post, an estimate of the return cost must be provided before purchase. We will not impose a return charge contrary to law where this information was not properly disclosed. Contact us for an authorised returns destination or collection arrangement. You may use a suitable independent carrier where reasonably practicable.
Condition of returns
You may inspect items as you would in a shop. Please keep original packaging where practicable and package returns securely. We may deduct actual, evidenced diminished value from a cancellation refund if you handled goods beyond what was necessary to establish their nature, characteristics and functioning, where legally permitted. We do not impose an automatic restocking fee or reject a lawful cancellation solely because packaging was opened.
Faults, damage and missing items
Contact us as soon as possible, ideally within 48 hours of noticing visible damage, with order details and photographs if available. This request assists courier claims; it is not a limit on your statutory rights. Where goods are faulty, damaged, misdescribed or incomplete, you may have a right to reject them, obtain repair or replacement, or a price reduction or refund, depending on the circumstances. We will meet lawful reasonable return and collection costs for faulty goods.
Refund timing
For eligible change-of-mind cancellation we refund the item price and basic outgoing delivery charge (not additional premium-delivery costs), subject to lawful deductions. We will refund without undue delay and within 14 days after receiving the goods or evidence that they were sent back, whichever is earlier, subject to the different rule where we have agreed to collect goods. Refunds are generally made by the original method. Faulty-goods remedies are unaffected.
How to cancel
Contact us using the Contact page with your order number. Optional model cancellation form: I give notice that I cancel my order for [goods], ordered [date], received [date], name [name], address [address], date [date].
