Refund policy

Last updated: 29/12/25

1. Scope of This Policy

This policy applies to purchases made online from DWLR Furniture and delivered within the United Kingdom.

This policy applies to consumer customers only.

For the avoidance of doubt, orders placed wholly or mainly for business purposes (including trade, contract, or resale purchases) are not consumer contracts and are not covered by statutory consumer cancellation rights.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Statutory Right to Cancel (Consumer Contracts Regulations 2013)

If you are a consumer, you have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving any reason, unless an exemption applies (see Section 8).

2.1 How to Cancel

To exercise your right to cancel, you must notify us of your decision by email to:

📧 sales@dwlr.co.uk

Please include:

  • Your order number
  • Your name and address
  • A clear statement that you wish to cancel your order

2.2 Returning Goods After Cancellation

After notifying us of cancellation:

  • You must return the goods within 14 calendar days
  • You are responsible for taking reasonable care of the goods while they are in your possession

3. Inspection and Handling of Goods

You may inspect and handle the goods as you would in a physical showroom to establish their nature, characteristics, and functioning.

You must not use the goods beyond what is necessary for inspection.

If handling goes beyond reasonable inspection and results in diminished value, we may make a lawful deduction from your refund to reflect that loss in value.

4. Refunds – Timing and Method

4.1 Refund Timing

Once cancellation has been exercised, we will issue your refund:

  • Within 14 days of receiving the returned goods, or
  • Within 14 days of receiving evidence that the goods have been sent back, whichever is earlier

We may withhold a refund until the goods are received back or satisfactory evidence of return has been provided.

4.2 Refund Method

Refunds will be made using the original payment method, unless otherwise agreed.

Where applicable, we will refund the cost of standard delivery.

Any additional delivery upgrade charges are non-refundable.

5. Return Costs

5.1 Cancellation Returns (Change of Mind)

If you cancel under your statutory right:

  • You are responsible for the cost of returning the goods
  • If DWLR Furniture arranges collection, the cost will be deducted from your refund

Collection fees typically range between £150 and £199, depending on product size, weight, and location. An itemised breakdown will be provided.

5.2 Faulty, Damaged or Misdescribed Goods

Where goods are:

  • Faulty
  • Damaged on delivery
  • Not as described

DWLR Furniture will:

  • Arrange collection where required
  • Bear all reasonable return and collection costs

This is in addition to your statutory rights under the Consumer Rights Act 2015.

6. Condition of Returned Goods and Deductions

Returned goods should be:

  • Complete
  • Reasonably clean
  • In a condition consistent with reasonable inspection

We may make a deduction from the refund if:

  • The goods show damage or excessive handling beyond inspection
  • Parts or components are missing
  • The product has been used, altered, or mishandled

Any deduction will reflect the actual diminished value of the goods only and will not be punitive.

7. Delivery Issues and Refused Deliveries

If delivery fails or goods are refused due to:

  • Access restrictions
  • Incorrect delivery information
  • Customer unavailability

Associated return and handling costs may be deducted from any refund.

8. Custom-Made and Bespoke Products (Cancellation Exemption)

8.1 No Right to Cancel

Under UK law, the statutory right to cancel does not apply to goods that are:

  • Made to the customer’s specifications, or
  • Clearly personalised

This includes (but is not limited to):

  • Changes to size
  • Fabric selection
  • Colour selection
  • Configuration or layout changes
  • Any alteration to an existing design

These products are custom-made or bespoke and are non-refundable once production has begun.

8.2 Mixed Orders

Where an order contains both standard products and custom-made or bespoke products, cancellation rights apply only to the standard products. Custom-made or bespoke items remain non-cancellable once production has begun.

8.3 Faulty or Incorrect Custom Products

Custom-made or bespoke products remain covered if they are:

  • Faulty
  • Damaged on delivery
  • Not made in accordance with the agreed specifications

In such cases, DWLR Furniture will arrange collection and provide an appropriate remedy.

9. Production Stage – Custom Orders

Once a custom-made or bespoke order has entered production (following design approval or commencement of manufacturing), it cannot be cancelled or amended.

We will notify you when your order enters production.

10. Data Protection

Personal data provided in connection with returns or refunds will be processed in accordance with our Privacy Policy and applicable data protection law.

11. Contact

To cancel an order, request a return, or raise an issue, please contact:

📧 sales@dwlr.co.uk

Please include your order number in all correspondence.