Our Terms and Conditions

Our Refund/Cancellation Policy

As a family store, our aim is for you to be happy with your purchase

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

• If you're unhappy with your purchase, please let us know. Unless faulty, this should be within 14 days of purchase
• It's important that any unwanted item, unless faulty, is returned in a re-saleable condition meanng that you've kept all original packaging and labels, and that it's undamaged and unused

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

• Made to order products such as furniture that has been ordered in a certain fabric for you
• Mattresses beds and bedding as this can be deemed to be unfit for future purpose due to health and safety issues

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders.

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.

If you wish to cancel your order:

In Stock Orders:

If you wish to cancel an order of an item we have in stock, please notify us as soon as possible.

Special Orders:

Cancellation for any items that are ordered upon your request, that show a delivery lead time (for example - Delivery Estimate 9 weeks) are at the discretion of Herbert Lewis Ltd, and may incur any reasonable costs borne by the company. Any changes to specification of original orders must be notified in writing and are not guaranteed.

What if I wish to return my order?

Under the Distance Selling Regulations, if you buy items from stock online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days after the day of receipt. This includes any delivery charge. If you require us to collect the goods we reserve the right to make a charge to cover collection costs.

What if the good are faulty?

In the unlikely event that your goods are faulty, please contact us as soon as you can on (01291)622347

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.

Complaints

If you are not entirely satisfied with your purchase, please contact us as soon as you can (01291)622347.

We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure. We aim to respond to a complaint within 14 working days. In the event of not being able to resolve your complaint we would refer you to the Retail Ombudsman.

To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, we are a registered full member of the Retail Ombudsman. The Retail Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. For more information regarding The Retail Ombudsman, visit www.theretailombudsman.org.uk or telephone 020 3540 8063.

Contact Us Page

Our email, postal address and phone number can be found on our contact us page.