Customer care
Returns & refunds, made straightforward.
Something not quite right? Choose the option that best describes what has happened, and we will take you to the right place.
Changed your mind?
This is the route for a piece you simply no longer want. It is separate from anything arriving damaged or faulty, which is covered below.
- 14 days to cancel, from the day you receive the goods
- 14 more days to return them once you have cancelled
Changing your mind is different from something being wrong. On a change-of-mind return you pay the direct cost of getting the goods back to us. Most furniture needs collecting rather than posting, and the collection cost is £29, £39 or £49 depending on the piece — shown on the product page and in your basket before you buy. Where an item is faulty, damaged or not what you ordered, that cost is ours — see below.
- Tell us you want to cancel Open Customer Care, choose Returns & refunds, and give us your order details and the piece involved.
- We confirm the arrangements and the cost Where and how a piece goes back depends on the item. Most furniture cannot go by post, so we can arrange collection — and we tell you what that collection costs before you commit to it.
- We confirm the refund position Once the return is complete we confirm the refund position with you.
Damaged, faulty or not what you ordered?
Furniture is not like most online purchases — a problem may not be visible until the packaging is off. Tell us what has happened through Customer Care and give us enough detail to understand it.
Please keep the packaging until the item has been checked.
- Your order number So we can find the order.
- Which item The piece the problem affects.
- What happened A short description of the problem.
- Photographs Images help us understand visible damage. You can attach up to four.
How a return works
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01
Start
You tell us what you would like to return, and why.
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02
Review
We establish the return route that applies to that piece.
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03
Return
The item goes back using the arrangement we have confirmed with you.
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04
Refund
We confirm the refund position with you once the return is complete.
The route a piece takes back differs from item to item, so we confirm the arrangements and the collection cost with you before anything is collected.
Where to send the goods
4 High StreetLeslie
Fife
KY6 3DA
United Kingdom
Please contact us before sending anything back, so we can confirm the return arrangement and the collection cost for your item.
Refunds
Where you cancel under your statutory rights, the timings below are the ones the law sets, and they are the ones we work to.
- When you are refunded Within 14 days of us getting the goods back, or of you showing us you have sent them — whichever is sooner. Where no goods are involved, within 14 days of you telling us you are cancelling.
- How you are refunded To the same payment method you used, with no fee for making the refund.
- Your delivery charge Refunded in full on a cancellation. We offer one delivery service per order rather than a choice, so there is no upgrade to hold back.
- After that How long a refund takes to appear is down to your bank or card provider rather than to us.
Your rights
Your statutory rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer buying at distance has the right to cancel within 14 days of receiving the goods, and a further 14 days to return them.
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
These rights apply regardless of anything written on this page, and no policy below reduces them.
Returns questions
Yes. Buying at a distance, you have the right to cancel within 14 days of receiving the goods, and a further 14 days to return them. Tell us through Customer Care and choose Returns & refunds.
Through Customer Care. Choose Returns & refunds, give us your order details and the piece involved, and we will come back to you with the arrangements for that item.
Tell us as soon as you can through Customer Care, choosing Problem or complaint, and attach photographs if you can. Please keep the packaging until the item has been checked.
Use the same route — Customer Care, Problem or complaint — and describe what the fault is and when you noticed it. Goods must be as described, fit for purpose and of satisfactory quality.
Please contact us before assembling a piece you think you may want to return, and we will confirm what is possible for that item. Assembly is not always reversible, and what can be done differs from piece to piece.
If you cancel a whole order under your statutory rights, the delivery charge you paid is refunded in full — we offer one delivery service per order rather than a choice of speeds, so there is no upgrade to hold back. If you are sending back only part of an order, we will confirm the position with you.
Still need help?
If the answer you needed is not above, tell us what has happened and we will take you straight to the right form — with the reason already filled in.
- I have changed my mind A piece you no longer want. Nothing has to be wrong with it.
- My item arrived damaged Damage to the item or its packaging, found on delivery.
- My item appears faulty A fault with how the piece is made or how it performs.
- Something is missing A missing item, or a missing part from inside a package.
- I am waiting for a refund A question about a return you have already told us about.
Something else?
If your question is not about a return, Customer Care also covers orders, delivery, products and anything else.
Lomond Furniture
