Refund and Returns Policy

Terms and Conditions All contracts formed between us for the purchase of items from this shop are governed by English law. Any disputes shall be subject to the jurisdiction of the English Courts. If any part of these terms is found to be unlawful, void, or unenforceable, it shall be considered severable and will not affect the validity of the remaining provisions.

Defective Products Products returned to us as defective will be inspected by our technicians. If the product is not found to be defective, it will be returned to you, and you will be responsible for the return transport costs. We may deduct these costs from your original payment method or hold the product until full payment for the return transport is received.

Availability and Delivery

• All items are subject to availability. We can only guarantee availability while stocks last.
• If the goods ordered are unavailable, we will contact you with alternative suggestions of similar quality and, where possible, a comparable price.
• Delivery times are approximate and subject to availability. Delays in delivery may occur due to factors beyond our control. We cannot be held responsible for any losses, costs, or expenses resulting from delivery delays.
• Please allow sufficient time for delivery before organizing installation, as we are not liable for costs related to installation delays.
• Delivery and Assembly charges are non-refundable. We are not responsible for moving items inside your premises or for incorrect sizes or colors chosen by the customer.

Your Consumer Rights Under the Consumer Rights Act 2015, you may be entitled to a refund, replacement, repair, or compensation if goods are faulty, not as described, or unfit for purpose. This applies to all purchases, including sale items.

Cancellation Policy

• Cancellations within 14 days will incur a 50% cancellation fee. After 14 days, cancellations are not permitted.
• “Sold as Seen” items are non-refundable and cannot be exchanged.
• For orders placed online, you have the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can refuse delivery or follow our returns process within 14 days of receipt of your goods.

Order Changes

• Items cannot be added to an order once placed. You will need to place a new order for additional items.
• Items cannot be removed from an order once placed. Once received, you must follow our returns process for unwanted items.
• For security reasons, delivery addresses cannot be changed once an order has been placed.

Made-to-Order Furniture

• Changes or cancellations for made-to-order furniture must be made within 48 hours of placing the order by emailing us at order@emsfurnishing.co.uk with your order number.

Statutory Cancellation Rights Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, you have the right to cancel your order and obtain a full refund within 14 days of delivery (or receipt of the last item if delivered separately). This does not apply to:

• Made-to-Order Furniture: These are made to your specifications. Please ensure your requirements are correct before ordering.
• Mattresses: For health and hygiene reasons, mattresses can only be returned if unused and in their original packaging.

Returns After Delivery If you wish to cancel your order after delivery, follow our returns process. Refunds will exclude delivery charges, and deductions may be made if goods are used, parts are missing, or packaging is damaged.

Exclusions The cancellation and refund rights do not apply to the following unless faulty, damaged, or not as described:

• Made-to-Order Furniture
• Mattresses (if used or not in original packaging)

Your statutory rights for faulty, damaged, or missing items remain unaffected.