Returns & Refunds PolicyUpdated 3 months ago

We want you to be happy with the products you choose from us but we understand that sometimes things aren't right and you may decide you want to return something. We offer a 14- calendar day returns policy, effective from the day your order is delivered, to give you complete peace of mind.

When returning an item, all we ask is that the item is unused and in the original condition you received it in. This includes all labels and tags being attached & intact as well as all original packaging. If your returned item does not meet our returns criteria or partially meets our returns criteria, we will get in touch with you. If you have any concerns about the condition of your items before returning them to us, please contact us first to discuss this. 

Unfortunately, we cannot offer returns after the 14-day period unless the item is faulty.

Our returns policy is in addition to the consumer rights act 2015.

Returns FAQ's

Below are some commonly asked questions regarding our return policy:

Can I return an unwanted item?

If you have ordered and received an item that you no longer require, you have 14 calendar days to notify us that you wish to return it. You then have a further 14 calendar days to ensure the returned item is received by us. It is important that any items you return are in perfect condition with their undamaged original packaging in order to receive a refund.

How do I return something?

Before sending your goods back to us, we need to create a 'returns authorisation' for your order. Please contact us by emailing us directly at [email protected] including your order number and the items you wish to return.

Who covers the cost of returning an unwanted or faulty item?

Should you wish to return an item to us due to no longer wanting it, any costs incurred are your responsibility. It is essential that any items returned are sent on a tracked service. We cannot accept responsibility for items where proof of delivery cannot be provided. You can also request us to arrange a collection of the unwanted item, any costs incurred will be deducted from the final refund amount.

In the unlikely event that you receive your items and discover that they are faulty, we will endeavour to offer replacement parts or replace components with new stock items. If you wish to return the items then of course we will arrange for the goods to be collected for a full refund.

Where do I return my items to?

The return address for unwanted items can be found on the 'returns authorisation' that we will send you once you have contacted us about your desire to return items.

How long will my refund take?

As soon as your returned items are received at our warehouse, we allow 5-7 working days to inspect returned items for any faults or damages.

Once our warehouse confirms that the items are in perfect condition and in undamaged original packaging, a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card, or Finance option)

Although we action refunds immediately, depending on your bank/finance provider, it may take up to 7 working days to show in your account.

Please ensure you mark your return parcel clearly with the 'returns authorisation number' provided on the 'returns authorisation' as your refund can take significantly longer to be processed without this information on the parcel.

Returns Policy

Delivery discrepancies:

Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 24 hours. On arrival, if the packaging appears damaged it is recommended that this is marked on the delivery note before you sign.

It is particularly helpful if you are able to take photographs of any damage to the packaging before opening it.

Missing Items

Missing from delivery: Should an item be missing or appear not to have been delivered please notify us as soon as possible at [email protected] or on 0330 808 1744, preferably within 24hrs of initial receipt of delivery. We cannot be responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.

Please note seat and back cushions as well as furniture covers can be tucked underneath the frames of the furniture. 

Missing during assembly: Should a part appear missing from an item please contact us at [email protected] or on 0330 808 1744. with a description of the missing part (there will be part numbers in the manual).

In both the above instances replacement items/parts will be despatched as soon as possible. 

Faulty Goods

Faulty goods must be reported to us as soon as possible, usually within 24 hours of delivery.

It is the responsibility of the recipient to check for any damage sustained to the goods during transit and indicate any damages on the delivery note.

You could write 'box damaged, box opened, box punctured etc on the delivery note

If the packaging is clearly damaged on delivery, it is very helpful to us if you are able to take photographs of the unopened damaged packaging.

You must report any fault to us at [email protected] or on 0330 808 1744 with a full description of the fault/damage within 14 days of delivery. If the fault is deemed a manufacturer's fault or to have occurred during the manufacturing process, then we will replace the faulty item or part free of charge.

If the damage has occurred during the transit, we will replace the item or part free of charge. If items are lost in transit, we will replace them free of charge.

In instances where damage is acknowledged by us and the damage is substantial enough to require a refund against your order, we are under no obligation to collect the product and may request that disposal be made by you.

All our stock is of high quality and with correct use should not experience any problems other than from general wear and tear. A consumer has no rights with respect to defects that are bought to his/her attention before the sale (for example, if purchasing an ex-demonstration item.

A consumer cannot claim for damage he/she causes either by neglect or misuse.

Unwanted Goods/Wrongly Ordered

Please contact us within 14 days of your receipt of the goods, should you wish to return the item(s). If you wish to return an unwanted item you must indicate this in writing, preferably by email at [email protected], within the cancellation period. See our contact details below.

Where items are not wanted or have been incorrectly ordered, the customer is responsible for the cost of returning the items. The item must be returned to us together with a completed 'returns authorisation form'. All items should be returned in their original packaging and in the same condition in which they were delivered. The customer can also request us to arrange a collection of the unwanted item, any costs that occur will be deducted from the final refund amount.

If unwanted items are not returned, a fee will be charged to cover the direct cost of the recovery. In this occurrence, you have a statutory duty to take care of the goods while in your possession and to ensure that Harbour Lifestyle receives the goods undamaged.

Refusal of Delivery

If you refuse delivery of an order, you will be subject to a return admin fee deemed reasonable in accordance with the order. You will also lose the initial postage paid to cover the administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse

Have any other questions?

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