Refund policy

House of Beardall – Returns & Refunds Policy

This Returns & Refunds Policy forms part of the House of Beardall Terms & Conditions and applies to all orders placed through our website.

House of Beardall specialises in curated furniture, interior décor and homewares sourced from several suppliers. Due to the nature of many of our products — including made-to-order, oversized, fragile and artisan-crafted items — additional return conditions apply as set out below.

 

 

1. Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

If goods are faulty, damaged, not as described, or unfit for purpose, you may be entitled to a repair, replacement, refund or other remedy in accordance with applicable law.

 

 

2. Change of Mind Returns (14-Day Cancellation Right)

If you are purchasing as a consumer within the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods for most standard items purchased online.

To exercise this right:

  • You must notify us in writing within 14 calendar days of delivery.

  • Returned items must be received back within 14 days of your cancellation notice.

  • Items must be unused, unassembled, uninstalled, and returned in original packaging with all tags, manuals, accessories and protective materials intact.

  • You are responsible for return shipping costs unless the item is faulty or incorrectly supplied.

We reserve the right to reduce any refund to reflect diminished value where goods show signs of handling beyond what is reasonably necessary to inspect them.

To request a return, contact:
returns@houseofbeardall.co.uk

 

 

3. Non-Returnable & Excluded Items

The following items are non-returnable unless faulty or not as described:

  • Made-to-order or customised furniture

  • Bespoke upholstery or fabric selections

  • Special-order items sourced specifically for a customer

  • Clearance, outlet or final-sale items

  • Products altered, assembled, installed or used after delivery

  • Soft furnishings where hygiene seals have been removed

  • Commercial or trade orders unless agreed in writing

Where an item is marked “Made to Order”, “Custom”, “Final Sale” or similar on the product page, this forms part of the contract of sale.

 

 

4. Furniture & Large Item Returns

Furniture and oversized deliveries require additional handling and specialist carriers.

For non-fault returns of furniture or oversized items:

  • Return collection fees may apply.

  • Original outbound delivery charges are non-refundable.

  • Additional handling or restocking charges of up to 25% may apply where permitted by law.

  • Customers must ensure suitable access for collection.

  • Items must be disassembled where reasonably possible and repackaged securely.

If a collection fails due to customer absence, inaccessible premises, or inadequate packaging, additional collection charges may apply.

We strongly recommend retaining original packaging for at least 30 days after delivery.

 

 

5. Damaged, Faulty or Incorrect Items

All deliveries must be inspected promptly upon arrival.

You must notify us:

  • Within 48 hours of delivery for transit damage, shortages or incorrect items.

  • Within 30 days for faults apparent on initial use.

Failure to report visible delivery damage within 48 hours may affect our ability to claim against carriers and may impact the remedies available.

To report an issue, customers must provide:

  • Order number

  • Clear photographs of:

    • The item

    • The packaging

    • Shipping labels

    • Any damage or defect

  • A brief description of the issue

We reserve the right to:

  • Repair the item

  • Replace the item

  • Provide replacement parts

  • Offer a partial refund

  • Arrange collection and full refund

Remedies will be provided in accordance with applicable consumer law.

Items must not be disposed of without our written confirmation.

 

 

6. Deliveries

Customers are responsible for ensuring:

  • Accurate delivery details are provided

  • Access measurements are checked before ordering

  • Goods can fit through entrances, stairways and lifts

  • A responsible adult is available to receive the delivery where required

If delivery cannot be completed due to customer error, refusal (other than for visible damage), missed appointments, customer absence, or access restrictions, additional storage, re-delivery or return charges may apply and may be deducted from any refund. Where a scheduled delivery is missed because nobody is available to accept the delivery, a re-delivery fee may be charged before a further delivery attempt is arranged.

Where an item is returned to us following repeated failed delivery attempts, we reserve the right to cancel the order less applicable delivery and handling costs. Due to the size and weight of certain items, customers are asked to ensure pets and minors are kept safely out of the delivery area during delivery and installation to help prevent injury or accidents.

 

 

7. Natural Materials & Product Variation

Many House of Beardall products are handcrafted or made using natural materials including wood, stone, marble, linen, leather and metal.

The following are considered normal characteristics and not defects:

  • Variations in grain, colour, texture or finish

  • Small dimensional tolerances

  • Distressing, patina or artisanal markings

  • Natural movement or settling of wood over time

  • Batch variations between products

  • Minor irregularities inherent to handmade production

Product photography, styling and lighting may affect colour appearance. Screen settings may also vary.

Customers are responsible for reviewing product dimensions carefully before purchase.

 

 

8. Assembly, Installation & Care

Customers must follow all care, assembly and installation instructions.

We are not responsible for:

  • Damage caused during assembly

  • Improper installation

  • Normal wear and tear

  • Commercial use unless expressly stated

  • Damage caused by misuse, neglect, moisture, heat, pets, sunlight or cleaning chemicals

  • Third-party assembly or modification

Where professional installation is recommended, failure to use qualified installers may void eligibility for return or compensation claims.

 

 

9. Refund Process

Approved refunds will be processed to the original payment method.

Refund timings:

  • Standard returns: within 30 days of receiving returned goods or proof of return shipment

  • Faulty returns: within 14 days after confirmation of refund approval

We may withhold refunds until returned goods are received and inspected.

Shipping charges are non-refundable except where required by law.

Any deductions for handling, diminished value, collection fees or failed delivery charges will be communicated before refund processing.

 

 

10. Chargebacks & Payment Disputes

Customers agree to contact House of Beardall directly before initiating a payment dispute or chargeback.

We reserve the right to provide order records, delivery confirmation, communications, signed delivery documentation and photographic evidence to payment providers or financial institutions in response to disputed transactions.

Fraudulent chargebacks may result in:

  • Suspension of future orders

  • Recovery action for losses incurred

  • Submission of evidence to payment processors

  • Referral to debt recovery or legal representatives where appropriate

 

 

11. Refusal of Returns

We reserve the right to refuse returns where:

  • Return conditions are not met

  • Items are returned damaged due to inadequate packaging

  • Goods show signs of use, installation or alteration

  • Items are returned outside the applicable return period

  • Products are excluded under this policy

Where a return is rejected, the item may be returned to the customer at their expense.

 

 

12. Trade & Interior Designer Orders

Orders placed by businesses, interior designers, developers, hospitality operators or trade customers may be subject to separate terms.

Unless otherwise agreed in writing:

  • Trade sales are final

  • Bulk orders are non-returnable

  • Custom procurement orders cannot be cancelled once confirmed

 

 

13. UK Mainland Deliveries Only

House of Beardall currently delivers exclusively within mainland United Kingdom.

We do not offer international shipping or delivery outside mainland UK.

Orders placed with non-UK delivery details may be cancelled and refunded.

 

 

14. Return Instructions

All returns require prior written authorisation.

Unauthorised returns may be refused.

To request a return, contact:

House of Beardall Customer Care
Email: returns@houseofbeardall.co.uk


Please include:

  • Full name

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Supporting photographs where relevant

 


15. Policy Updates

House of Beardall reserves the right to amend this policy at any time.

The version published on our website at the time of purchase will apply to your order.