Returns & Cancellations Policy

We want you to be completely happy with your Hartwell Living furniture. This policy explains your rights to cancel or return an order. Nothing in it affects your statutory rights as a consumer.

If you bought at a distance (for example online or by phone) or away from our premises (for example during a home visit), the Consumer Contracts Regulations 2013 usually give you the right to cancel within 14 days, without giving a reason.

For goods, the 14 days normally runs from the day after your furniture is delivered. You can also cancel at any time between placing your order and delivery.

This right applies to standard products even if they are manufactured or ordered from a supplier only after you place your order.

Goods made to your own specification or clearly personalised — for example a chair built to your measured dimensions or with specialist configurations chosen for you — may be exempt from the 14-day change-of-mind cancellation right.

Not all made-to-order furniture is exempt. Choosing from a standard range of fabrics, sizes or options does not by itself make a product personalised. Before you order, your advisor will tell you in writing whether your furniture is treated as bespoke and how that affects your cancellation rights.

Whether your furniture is standard or bespoke, you keep your rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and timing.

To cancel, please tell us clearly — by telephone, email, letter or through our contact form — including your name, order reference and the items concerned. You may use the model cancellation form provided with your order, but you do not have to. We will acknowledge your request.

If you cancel before production of your furniture has started, please contact us as soon as possible. Where you have a legal right to cancel, we will refund what you have paid in full.

For standard products, your statutory right to cancel is not affected by production having started. For genuinely bespoke or personalised items, where no statutory cancellation right applies, we will discuss the position with you and explain any reasonable costs already incurred before anything is agreed. We do not apply blanket cancellation charges or non-refundable deposits.

Because our furniture is large, we will arrange to collect returned items. Please keep the furniture safe and in good condition until collection. Any collection cost you may be asked to pay will be explained before you order; we will not charge for collecting faulty or misdescribed goods.

We will refund you without undue delay, and within 14 days of receiving the goods back (or evidence that you have returned them), using the original payment method. If we have not yet delivered, we refund within 14 days of your cancellation. Where you have handled the goods more than necessary to establish their nature and functioning, we may reduce the refund to reflect any loss in value, as the law allows.

Please tell us about any damage or fault as soon as you reasonably can, ideally with photographs. Prompt reporting helps us resolve things quickly but does not remove your statutory rights. See also our Delivery Policy.

If you are unhappy with any part of our service, please contact our customer service team. We will acknowledge your complaint, investigate fairly and aim to respond promptly with a proposed resolution. Details of an alternative dispute resolution provider will be added before launch.

This policy is in addition to, and does not limit, your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For independent advice, contact Citizens Advice.

Hartwell Living — Premium Made-to-Order Chairs, Bespoke Seating & Adjustable Beds. A brand within the MobilityCo Healthcare Group.

Customer service telephone

0330 057 0454

Customer service email

customerservices@hartwellliving.com

Opening hours

Monday–Friday: 8:00am–6:00pm; Saturday–Sunday: Closed

Registered company name

To be confirmed before launch

Company registration number

To be confirmed before launch

Registered office

To be confirmed before launch

You can also send us a message or request a callback.