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Returns / Complaints

These terms and conditions are intended for orders placed online.

We want you to be happy with your purchase.

30-day right to reject

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly.

This right is limited to 30 days from the date you take ownership of your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period.

This 30-day right to reject applies for both distance selling and orders taken in store.

This right to a refund doesn't apply to certain products.

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • made to order products such as furniture
  • products which have been personalised for you, such as stationery or gifts
  • mattresses, beds and pillows, or any other product deemed to be unfit for future purpose due to health and safety issues at the sole discretion of George Street Furnishers. Customers are able to return their mattresses/beds/pillows so long as they have not been used and are still in their original packaging.

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders,

This does not affect your statutory rights.

  • If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 30 days of receipt.
  • It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused

Repair or replace

If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.

You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

  • the cost of the repair or replacement is disproportionate to the value of the goods or digital content
  • a repair or replacement is impossible
  • a repair or replacement would cause you significant inconvenience
  • the repair would take an unreasonably long amount of time.

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request that the retailer makes further attempts at a repair or replacement.



If, after having placed your order for goods that are in stock, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. All you need to do is advise us by emailing us at website@georgestreet.co.uk


Cancellation for any items that are ordered upon your request, that show a delivery lead time (for example - Delivery Estimate 9 weeks) are at the discretion of George Street Furnishers and may incur any reasonable costs borne by the company. Any changes to specification of original orders must be notified in writing and are not guaranteed.


Under the Distance Selling Regulations, if you buy items from stock online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days after the day of receipt. This includes any delivery charge. If you require us to collect the goods we reserve the right to make a charge to cover collection costs.


In the unlikely event that your goods are faulty, please contact our dedicated Customer Service team 01633 214 241



If you are not entirely satisfied with your purchase, please contact your sales consultant listed on your order (Monday to Friday: 9am - 5pm). We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure. We aim to respond to a complaint within 14 working days. In the event of not being able to resolve your complaint we would refer you to the Retail Ombudsman.

To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, George Street Furnishers is a registered full member of the Retail Ombudsman. The Retail Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. For more information regarding The Retail Ombudsman, visit www.theretailombudsman.org.uk or telephone 020 3540 8063.

Updated 31/5/2018