Whilst we take every measure possible to ensure that you are happy with your order, we appreciate that items need to be returned from time to time, or sometimes things can go wrong, and you will require further contact with us about your purchase. 

To help guide you through this process, please read this important information regarding our Returns Policy for our items.

How do I cancel my order?

You are able to cancel your order at any time prior to the dispatch of your item. To action this, simply email us at info@arthauss.co.uk or give us a call at 01522 511 185 and we’ll cancel the order and issue a full refund! Please bear in mind that as per our T&C’s, you may not be eligible for a full refund for custom made items [sofas].

 

How do I change my order?

We can confirm that we are able to amend the order at any time prior to the dispatch of your items! If after placing your order you would like to change the item, please email us at info@arthauss.co.uk and the item you would like to change too! 

Please be aware that the order amendments may not be possible for those orders completed via finance or for custom-made items - as per our T&C’s.

 

I’ve received my order and I want to return the item. What should I do?

If you feel that the item you have ordered does not meet your requirements - you can arrange for it to be returned! You can arrange for this to occur via our own company or using a third-party courier!

Please Note: We are not able to accept any returns for an item that has been partially or fully assembled. The item has to be returned in its original packaging for it to be collected or returned.

 

Return & Collection Charges:

If you change your mind before you start assembling your furniture, we are more than happy to arrange a return. Please be aware that there is a charge for this, depending on the size of your item:

  • Small Items [Below 30kg]: £18
  • Medium Items [30-100kg]: £39
  • Large Items [Above 100kg+]: £69

To return a product, it must be in its delivered form and original packaging, undamaged and not tampered with in any way. Please ensure that you are completely satisfied with your purchase before you start assembling it; if you’ve assembled or part assembled your furniture, then, unfortunately, this is deemed as acceptance of the products, and they can therefore not be returned.

We have a returns policy of up to 14 days after the day we have delivered the product to you. You can inform us that you wish to return the item by phone, email or live chat on our website. We will need the following information from you: personal details (full name and address), order number, product code, reason for the return and images of the item in original packaging.

Please note that return shipping costs will be deducted from your refund and can vary depending on your item's size. 

Refunds are issued within 30 days of receipt of goods and only after we have inspected them for damage. If any of your items return looking like they’ve been used or damaged, the item will only sell at a reduced value, in which case you will be charged for that loss.

We reserve the right to withhold all or part of your refund if items are returned damaged, so we encourage you to return your item in its original packaging. Please ensure the item is really well wrapped with sturdy and impact-absorbing material.

 

Unpacking & Assembly

Please check the product and all its parts in full within 14 days of receiving the product - do not start assembling your item until all the parts have been checked. 

Unfortunately, we will be unable to accept damage claims once you have begun assembling the item. By assembling your item, this is deemed as acceptance of the products, and they can therefore not be returned.

Should you experience any issues whilst assembling your item, please get in touch with our customer services team, and we will be more than happy to help!

 

My order has arrived damaged or incorrect. What should I do?

Whilst every effort is made to ensure your product is delivered in pristine condition, we understand that sometimes things can go wrong. If after receiving the delivery of your goods, we urge customers to check all contents and parts of the item prior to starting the assembly process!

We recommend doing this as if there is any damage; we can process that damage and resolve the issue more swiftly! Additionally, please be aware that we cannot take responsibility for any damages during the assembly process. The customer's responsibility is to show the damage has not been caused by any misuse or mishandling following delivery.

Should you receive a damaged or incorrect item, please email us at info@arthauss.co.uk prior to the assembly process with the following information:

  • Your Order Number
  • Images Of Damage
  • Part Number According To The Instruction Manual

As soon as your information is received, a member of our resolutions team will investigate the issue and arrange a suitable solution at the earliest possible convenience! For damages occurring prior to the assembly process, we offer the following solutions:

  • Replacement Part(s) Free Of Charge
  • A Collection For A Full Refund

Please Note: We are unable to accept any returns for items that have been partially or fully assembled - however, if your item is damaged or defective, these exceptions do not apply. The item must be returned in its original packaging for it to be collected or returned. 

 

Mattress Return Policy

Once you have taken mattresses, mattress toppers and pillows out of their original packages, you cannot return them. If you wish to test a mattress, mattress topper or pillow please keep it wrapped until you are sure you want to keep it.

 

Exchanges

Whether you would like to change the size, colour or your entire product, we are happy to help you with that! 

The process is action an exchange is essentially the same as a return, with all the same policies listed in our Returns Policy applying [viewed at the top of the page]. There are two ways to exchange an item, depending upon your preference.

  • Before Your Original Item Has Been Returned: To receive your new item as soon as policy, you can proceed and place an order for the new item before you return the old item! Once we receive the original item, we will refund the amount to your original payment method, minus any return charges.
  • After Your Original Item Has Been Returned: Follow the same steps as a regular return. Once you receive your refund, you can use the original payment method to place a new order.

Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.