Refund policy

ChapterLiving Return & Refund Policy

At ChapterLiving, we aim to provide high-quality furniture – including accent chairs, sofas, sideboards, cofee/side table,dining table/chairs and other home furnishings – along with a positive shopping experience. This Return & Refund Policy outlines the conditions under which returns, replacements, and refunds may be processed.

Nothing in this policy affects your statutory rights under applicable consumer protection laws (including the Consumer Rights Act 2015).

1. Order Inspection Upon Delivery

Please inspect your items immediately upon delivery. If your item arrives damaged, defective, incorrect, or has missing parts, you must notify us within 48 hours of delivery.

Please provide:

  • Your order number

  • Photos or videos clearly showing the issue

  • Photos of the packaging and shipping label

*Failure to report delivery damage within this time frame may affect our ability to process a claim with the shipping carrier.*

2. Damaged or Faulty Items

If a product arrives damaged or defective, we will evaluate the issue and may offer one of the following solutions:

  • Replacement part

  • Product replacement

  • Repair service

  • Partial refund

  • Full refund

The resolution provided will depend on the severity of the issue. All manufacturing defects or quality-related issues must be reported within 30 days of receiving your items.

3. 30-Day Return Policy (Change of Mind)

We fundamentally believe you will be thrilled with your purchase. However, we understand that sometimes a product may not be what you expected. You may request to return your item within 30 days of receiving the product, subject to the following conditions:

For returns requested within the first 14 days of delivery:

  • A £60 collection fee per item (VAT included) will be deducted from your refund to cover return transportation.

  • No restocking fee applies.

  • You may inspect or try out the item as you would in a store. If the item is found to have been used or handled beyond what is necessary to assess its nature and function, we reserve the right to deduct a reasonable amount from your refund.

For returns requested after 14 days (up to 30 days of delivery):

  • A 20% restocking fee will apply per returned item to reflect handling, inspection, transportation, and restocking costs.

  • Items must be returned in ‘as-new’ condition. We may reject the return or apply a deduction if the item is found to be used, damaged, or not in resalable condition (unless faulty or misdescribed).

  • Products must not have scratches, stains, drilling, or any other modifications.

Original Packaging Requirement:

  • Please return items in their original packaging.

  • If you have discarded the original packaging, a £50 repackaging fee per item (VAT included) will apply.

  • *We recommend photographing the items and packaging condition before handing them over to our logistics partner.*

4. Change of Mind Returns – Additional Notes

Due to the large size, weight, and high shipping cost of furniture, returns for change-of-mind purchases are subject to the 30-day policy above. Please note:

  • Items must be unused, unassembled, and in original packaging (where possible).

  • Customers may be responsible for return shipping costs in certain circumstances.

  • Original shipping fees, duties, and taxes are non-refundable.

  • *Due to the nature of bulky furniture, return shipping may be expensive. We recommend carefully reviewing your purchase before placing an order.*

5. Made-to-Order & Customized Products

The following items cannot be returned or refunded unless they are defective or not as described:

  • Made-to-order furniture (custom upholstery, fabric, finish, size, or colour)

  • Customized or personalized items produced specifically for your order

  • Special production orders (including made-to-order accent chairs, sofas, and sideboards)

These items are produced specifically for you and are final sale unless faulty. Please carefully review all specifications before placing a made-to-order purchase, as changes cannot be made after production has begun.

6. Return Conditions (General)

If a return is approved, the product must:

  • Be unused (unless faulty)

  • Be in original packaging (or suitable alternative, subject to repackaging fee)

  • Include all components and accessories

  • Be in resalable condition (unless faulty)

*We reserve the right to reject returns that do not meet these conditions. If returned items arrive damaged due to improper repackaging, additional deductions may apply.*

7. Delivery & Risk of Loss

All delivery times provided are estimates only. Once an order has been handed over to the shipping carrier, title and risk of loss transfer to the customer.

We are not responsible for delays caused by shipping carriers, customs clearance, weather conditions, labour strikes, or other events outside our reasonable control. We will, however, do our best to keep you informed and arrange alternative delivery where possible.

8. Failed Delivery

Customers must ensure that the delivery address is accurate and accessible. Additional delivery fees may apply if:

  • The customer is unavailable at delivery

  • Access restrictions were not disclosed (stairs, narrow entrances, etc.)

  • The address provided is incorrect

*If an order must be returned due to failed delivery, return shipping and handling fees will be deducted from any refund.*

9. Refusal of Delivery

If a customer refuses delivery without a valid reason, the following costs may be deducted from the refund:

  • Original shipping costs

  • Return shipping costs

  • Handling fees

  • Restocking fees (if applicable)

10. Refund Processing

Once we receive and inspect the returned item, we will notify you regarding the status of your refund.

Refund Timeline:

  • Cancelled before dispatch: Issued within 14 days of your cancellation request.

  • All other cases (returns/faulty products): Issued within 14 days of the item being collected and returned to our warehouse.

  • Processing time: Typically takes 5–10 business days to appear in your account (bank/provider processing times may vary). Refunds are issued to the original payment method.

Non-Refundable Items & Charges:

  • Fees for premium services (e.g., upstairs delivery, White Glove service)

  • Discount codes and vouchers (will not be re-issued)

  • Original shipping fees, customs duties, and import taxes (unless required by law)

Deductions:
Where applicable, any collection fees (£60), repackaging fees (£50), restocking fees (20%), or other lawful deductions will be automatically deducted from your refund amount.

11. Order Cancellation

Orders may only be cancelled before they are processed or shipped. Once an order has entered production or has been shipped, cancellation may not be possible. Made-to-order items cannot be cancelled once production has begun.

If your order has already been dispatched, a collection fee of £60 per item (VAT included) may apply to cover return logistics.

12. Shipping Fees, Duties and Taxes

Unless required by law, the following costs are non-refundable:

  • Shipping fees

  • Customs duties

  • Import taxes

  • Special delivery service fees (including upstairs delivery)

13. Return Authorization

All returns must be approved in advance. Unauthorized returns may be refused or returned to the sender at your own cost. To request a return, please contact us via the details at the bottom of this page.

14. 14-Day Price Protection Policy

A 14-day Price Protection Policy is offered from the date of purchase, and is only applicable if an item from your order goes on clearance within that period.

This policy excludes:

  • Limited-time price reductions (e.g., special sales events)

  • Bundle deals

  • Ongoing promotional offers

To request a price adjustment:
Email customerservice@chapterliving.co with your sales order number within 14 days of the purchase date. Once verified, store credits will be issued for the price difference, which can be redeemed for a discount code towards a future purchase.

*Important: Cash refunds are not available under this policy. This policy is not a statutory right; it is implemented at ChapterLiving’s sole discretion.*

15. Promotional Vouchers & Discount Codes

  • Promotional vouchers can only be redeemed on the website in accordance with the special terms stated on them.

  • Vouchers are valid only for the specified period and can only be redeemed once.

  • Cannot be used in conjunction with other offers (including sales, promotions, and other vouchers).

  • Individual brands or products may be excluded from voucher promotions.

  • If you place an order for a product less than the value of the voucher, no refund or residual credit will be returned to you. Vouchers do not accrue interest nor have a cash value.

  • Only one promotional voucher can be used per order.

Voucher application on returns:
Promotional vouchers are applied to invoices as a whole. If multiple products are purchased using a voucher and one or more items are returned, the discount is applied on a pro rata basis to each item for the purpose of establishing refund values. Discount codes and vouchers are non-refundable and will not be re-issued after cancellation.

16. Product Information Disclaimer

We endeavour to ensure that all products on our website are accurately described. However:

  • Products that are hand-made or made from natural/organic materials may have small variations from the product image(s). This will always be stated on the individual product listing.

  • Colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.

  • We reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

Contact Us

If you have any questions or need to request a return, please reach out to our team. We will respond within 24 hours.