Returns
We want you to be completely satisfied with your online purchase, but we understand that there may be times when you want to return your order back to us. If you're not 100% happy with your purchase, you can return it to us in its original condition and original packaging within 30 days for a full refund, excluding delivery fees. Please refer to our Returns Policy within our Terms & Conditions for additional information.
Before you return anything please liaise with our Customer Support team so they will know to expect your return and issue a refund. They will also be able to advise you of the best way to return your item and confirm the return delivery address. When returning furniture, it must be disassembled and wrapped in it's original packaging to ensure it does not get damaged in transit. We require a photograph of the packaged goods prior to collection.
Returns Unless the Products are faulty or not as described, you will be responsible for the cost of returning the Products to us. If you would like us to collect the Products on your behalf, we will charge a fee of £75 (surcharges may apply for postcodes G, EH, TD, KA, DG, ML, FK, KY, PA, PH, DD, AB, IV, SA, KW, TR, PL, TQ, LL, EX, SY, DG). You will receive a full refund of the price you paid for the Products less any delivery charges. We may make a deduction from the refund for any loss in value of any Products supplied, if the loss is the result of unnecessary handling by you. In this case, ‘unnecessary handling’ means any handling other than what is necessary to establish the nature, characteristics and functioning of the Products. We will process the refund due to you without undue delay and, in any event, within 14 days after of the day on which we receive back from you the Product supplied or (if earlier) 14 days after the day you provide evidence that you have returned the Product.
Please note: Mattresses cannot be returned for hygiene reasons if they have been removed from the original packaging (unless faulty).
Refunds
A refund will be issued within 14 days of our warehouse receiving the goods back or (if earlier) 14 days after the day you provide proof of return. Refunds are subject to the returns criteria being adhered to. Please see our full Terms & Conditions for more information.
Need help or have additional questions?
Please contact our Customer Support Team at hello@roomtogrow.co.uk if there is a problem with your order, items are faulty, or you wish to return goods for any other reason.
Frequently Asked Questions
How soon will I get my refund?
Do you offer Exchanges?
I have assembled my order but I want to return it
The product I bought is now on Sale - can I get the discount?
Package or Multi-Buy Deals
Faulty, Damaged, or Incorrect Items
If there is a manufacturer's fault with the product i.e mis-drilled holes, missing fixings/parts, or if you believe your item is faulty in another way, please contact our customer service team via hello@roomtogorow.co.uk within 30 days of receiving your order to organise a replacement or a refund. Please have your order number and images of the damage/fault as we will request these during the call. Please do not attempt to fix an item yourself or via a third party as this will affect your entitlement to a refund or exchange. We also ask that you do not return a faulty item without first contacting our customer service team. If an item is agreed to be faulty or damaged, you will not be responsible for covering the returns postage cost.
Please report any damage to your furniture within 5 days of receipt. We will arrange for replacement parts or you can return the item for an exchange or full refund in accordance with the Terms & Conditions of Sale. If collection is required there will be no charge.
If you have received the wrong item and it is our fault we will arrange collection free of charge and make all the necessary arrangements for the correct item to be delivered as soon as possible.
You wish to Cancel your order
Before the goods are received: You can cancel your order any time before delivery has been made, please notify our customer services team at hello@roomtogrow.co.uk making a clear statement that you wish to cancel.
Once delivery has been made: Please contact our customer services team within 14 calendar days from receipt of the goods. The products must be returned to us as soon as reasonably practicable (and within 14 calendar days of the date of notification to cancel). If you would like us to collect larger items, a collection charge of £75 will be incurred with an estimated £95 for postcodes G, EH, TD, KA, DG, ML, FK, KY, PA, PH, DD, AB, IV, SA, KW, TR, PL, TQ, LL, EX, SY, DG. If you have assembled or part assembled the products there will be a deduction in refund for any loss in value of the product caused by ‘unnecessary handling’.