Returns Policy
At Grand Lux Furniture, we specialise in luxury, handcrafted, and bespoke furniture. Every piece is individually made to order, often imported from specialist workshops. Due to the bespoke nature of our products, our policies are designed to balance exceptional customer service with the realities of custom production.
This policy complies fully with the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
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- BESPOKE & CUSTOM-MADE PRODUCTS
Most of our products are bespoke, made-to-order, or customised based on the customer’s selection of:
• Size
• Colour
• Fabric
• Finish
• Configuration
• Design modifications
As such:
Custom-made and bespoke items are exempt from the 14-day cooling-off period and cannot be returned or refunded due to a change of mind.
This does not affect your statutory rights if an item is faulty, damaged, or not as described.
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- STANDARD (NON-BESPOKE) PRODUCTS
For non-custom, stock items purchased online:
You have the legal right to cancel within 14 days of delivery and receive a refund, provided:
• The item is unused
• In original condition
• In original packaging
Within 14 days: Return shipping costs are the customer’s responsibility unless the item is faulty.
Refunds will be processed within 14 days of receiving the returned goods and inspection.
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- FAULTY, DAMAGED OR INCORRECT GOODS
We take quality control extremely seriously. If your item arrives faulty, damaged, or incorrect, you are protected under the Consumer Rights Act 2015.
3.1 Your Legal Rights
If a fault is discovered:
• You have the right to reject the goods and request repair or replacement.
• After 30 days and up to 6 months, you are entitled to repair or replacement decided by Grand Lux Furniture.
Customers must inspect all goods carefully upon delivery.
Any visible damage, defects, or discrepancies must be reported at the time of delivery or within 48 hours, supported by photographic evidence.
Claims for damage reported outside this timeframe will be assessed on a case-by-case basis. Where evidence indicates that damage occurred after delivery, through use, impact, mishandling, relocation, or assembly by the customer or third parties, such claims will not be accepted.
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3.2 Reporting Issues
To allow us to resolve matters quickly and efficiently, customers should notify us as soon as reasonably possible after discovering any issue.
Please report faults by email to:
info@grand-lux-furniture.com
Include:
• Order reference number
• Clear description of the issue
• Photographic evidence
We recommend reporting within 24–48 hours.
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3.3 Inspection & Resolution Process
• Fault assessments may take approximately 7 working days.
• Where goods are confirmed faulty, we will offer:
• Repair
• Replacement
• Or refund (where repair/replacement is not possible or proportionate)
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- HANDCRAFTED FURNITURE & MINOR VARIATIONS
Our furniture is handcrafted using natural materials. As such, minor variations in:
• Wood grain
• Colour tone
• Stitching
• Texture
• Natural markings
are normal characteristics of handcrafted luxury furniture and are not considered faults.
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4.1 Minor Imperfections
A minor imperfection is defined as a mark or variation that:
• Is not visible during normal use
• Does not affect structural integrity
• Does not affect comfort, safety, or function
Such variations do not constitute a defect under the Consumer Rights Act 2015.
Each case will be assessed individually and fairly.
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- DELIVERY ACCEPTANCE & CUSTOMER RESPONSIBILITIES
5.1 Inspection on Delivery
Customers should inspect goods carefully upon delivery before acceptance.
If visible damage is present, this should be:
• Noted on the delivery documentation, and
• Photographically recorded
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5.2 Property Access & Measurements
It is the customer’s responsibility to ensure:
• Accurate measurements are taken
• Goods can safely fit through doorways, staircases, lifts, and hallways
If delivery fails due to access issues, redelivery or specialist handling charges may apply.
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- CANCELLATIONS
6.1 Bespoke & Made-to-Order Items
• Orders may be cancelled before production begins.
• Once production has started, cancellations are no longer possible, as materials and labour will already have been committed.
If cancellation is approved prior to production, administrative fees may apply.
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6.2 Deposits
Deposits are non-refundable once production has commenced.
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- REFUNDS PROCESSING
Approved refunds are issued within 14 days of receiving returned goods and inspection.
Refunds are made using the original payment method.
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- INTERNATIONAL MANUFACTURING DISCLAIMER
As our furniture is handcrafted overseas, small variations may occur between showroom samples, images, and finished products. These natural differences do not constitute faults unless they materially affect function, appearance, or quality.
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- LEGAL COMPLIANCE
This policy complies fully with:
• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• UK Trading Standards Guidance
QUESTIONS
If you have any questions concerning our return policy or would like to proceed with a return, please Email us at: