Returns & Refunds
How to cancel or return an order, and how refunds work for website customers.
Returns — online orders and distance selling regulations
For website customers only.
The Consumer Contract Regulations apply to your order if the products have not been bespoke, custom-made, or if you have not examined the product in one of our showrooms. If these regulations do apply, you may cancel your furniture order by notifying us in writing either before delivery or within 14 days starting the day after the delivery date.
By email
customerservices@thedesignerrooms.com
By post
The Designer Rooms
1st Floor Marathon House
Olympic Business Park
Drybridge Road
Dundonald
Ayrshire
KA2 9AE
Looking after items you return
If you wish to return any items, you are responsible for taking good care of them. You become the owner once they are delivered to you, and you are liable for any loss or damage. Please ensure the items remain 'as new'. To reduce the risk of damage claims, we ask that you retain all original packaging for returning the goods.
It is your responsibility to return the items to our central delivery depot in good condition using a signed courier service that includes parcel tracking and insurance covering the full value of the goods. We understand that not all customers may have the means to do this, so we can arrange collection during standard business hours (Monday to Friday) if requested.
If this service is required, you will only be charged the direct cost of collection, and no additional fees will be applied.
Mattresses
Mattresses will be delivered sealed in plastic wrapping for protection. You are entitled to open and inspect the mattress. However, if the mattress has been used or shows signs of use, it cannot be returned unless it is faulty or not as described.
Your rights under the Consumer Rights Act
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund or an exchange — as long as you do this quickly. This right is limited to 30 days from the date you receive your product.
Refunds
Upon cancellation of your order, any payments made will be refunded using the same payment method you originally used, typically within 14 days.
If your order has been dispatched by us and you then wish to cancel, you will not be charged any restocking fees. However, you may be liable for the direct return costs unless the goods are faulty or not as described, in which case all charges, including delivery fees, will be refunded.