Returns & Refunds
Returns & Refunds Policy
Last Updated: July 2026
At Clives, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
This policy explains your rights and how returns and refunds are handled when you shop with us.
Your Right to Cancel
If you have purchased online, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.
You then have a further 14 days to return the item to us.
To exercise your right to cancel, please contact us before returning any goods.
Items should be returned unused, in their original packaging and in a resaleable condition wherever reasonably possible.
Furniture Returns
Furniture may be returned within the cancellation period provided it:
- Has not been assembled.
- Is in its original packaging.
- Is unused and in a resaleable condition.
- Includes all fittings, instructions and accessories.
Once furniture has been assembled, it may not be eligible for return unless it is faulty.
Customers are responsible for arranging and paying for the return of unwanted furniture unless the item is faulty or supplied in error.
Mattresses
For hygiene reasons, mattresses can only be returned if:
- They remain unopened in their original sealed packaging; or
- They are faulty.
We cannot accept returns of opened mattresses where they are no longer suitable for resale unless they are found to be defective.
Electrical Appliances
Electrical appliances may be returned within the cancellation period provided they:
- Have not been installed.
- Have not been used beyond what is necessary to inspect them.
- Are complete with all accessories, manuals and packaging.
If an appliance has been installed or used, we may reduce any refund to reflect any loss in value, unless the product is faulty.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or you receive the wrong product, please contact us as soon as possible, ideally within 48 hours of delivery.
Please include:
- Your order number.
- A description of the issue.
- Photographs of the damage or fault where possible.
We will work quickly to resolve the issue by offering one of the following, depending on the circumstances:
- A replacement.
- A repair.
- Replacement parts.
- A full or partial refund.
This does not affect your statutory consumer rights.
Return Costs
If you are returning an unwanted item, you are responsible for the return postage or courier costs.
If the return is due to our error or because the item is faulty, damaged or not as described, we will arrange collection or reimburse reasonable return costs where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to your original payment method, usually within 5–10 working days, although your payment provider may take longer to credit your account.
Delivery charges will only be refunded where required by UK consumer law.
Non-Returnable Items
Unless faulty, we cannot accept returns for:
- Mattresses that have been opened or used.
- Products damaged through misuse or accidental damage.
- Items showing signs of excessive use.
- Products returned without essential parts or accessories.
- Personal care or hygiene products where the hygiene seal has been broken.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original purchase (where eligible) and place a new order.
Contact Us
If you need to arrange a return or have any questions regarding this policy, please contact our Customer Services team.
Please have your order number available so we can assist you as quickly as possible.
Thank you for shopping with Clives.