Returns and Cancellations
The following information applies to orders placed via the Arthauss website, over the phone and in our showroom:
You must let us know within 5 days of delivery if something is damaged, faulty, or missing from your order as this speeds up the claims process, otherwise it may take extra time for the courier service to investigate the claim.
You also have 14 days from the day of the delivery to contact us if you decide you want to return some or all of your order.
Unfortunately, we are unable to offer a collection service for returning an unused item, arrangement would need to be made by yourself to return the item to us.
Please be aware that unwanted items must not have been used and must be received back in pristine condition so they can be resold. This means that you would be unable to return an item that you have assembled.
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 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.
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.
Returns and Exchanges:
Naturally we endeavour to deliver all our furniture in good condition. At Arthauss we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our stores also pride themselves on having the best delivery teams in the business.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, this is what to expect: If the furniture is usable, despite the damage, we are happy for you to go ahead and use it.
The Arthauss delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork. The Incident Report form will be returned to the delivering store. It will be logged against your order number, and assessed for action.
Arthauss technician will contact you and arrange to visit and repair the problem to manufacturing standards. If he/she cannot resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible. In the event that a repair cannot be made, we will replace the furniture, or give a full refund.
The goods that are deemed faulty revert to the ownership of Arthauss and must be in our possession before monies are refunded. A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise.