Refund policy

Returns and Refund Policy

At Maison Haven Furniture, we take pride in our products and strive to ensure you are completely satisfied with your purchase. However, we understand that sometimes you may wish to return or exchange an item. Below is our policy on returns, cancellations, and refunds to help make the process as smooth and transparent as possible.

Your Right to Cancel or Return

  1. Standard Return Period:
    You may return your item(s) within 14 days of delivery if you change your mind, provided the goods are:

    • In their original condition.
    • Unused, unmarked, and undamaged.
    • Returned with all original packaging intact.

    To initiate a return, please contact us in writing at info@maisonhavenfurniture.co.uk or by post to 2 Balfron Gardens, Nottingham, NG2 1HH within the 14-day period.

  2. Exclusions:
    The right to cancel or return does not apply to:

    • Bespoke or custom-made items (including personalised orders).
    • Mattresses or other hygiene-sensitive items, unless unopened and unused in their original packaging.
    • Items that are not in their original packaging or are no longer in resaleable condition.

Returning Goods

  • Arranging a Return:
    You may use a courier of your choice to return items to our designated warehouse. Alternatively, we can help arrange a return collection service for you at an agreed cost. If using your own courier, we recommend using a tracked and insured service to protect your goods during transit.

  • Condition of Goods:
    Returned goods must be carefully packaged and arrive in a condition suitable for resale. If returned items are damaged or show signs of use, we may deduct a fee to reflect the loss in value, or we may decline the refund.

  • Return Shipping Costs:
    Return costs are the responsibility of the customer unless the item is faulty or damaged on delivery. If the delivery service was provided free of charge as part of a promotion, we reserve the right to deduct the actual delivery cost from your refund.

Refund Process

  • Once we receive your return and confirm it meets the required conditions, we will process your refund within 14 days.
  • Refunds will be issued to the original payment method used for the purchase.
  • Please note that original delivery charges are non-refundable unless the item is faulty or damaged.

Faulty or Damaged Items

  • If your item arrives damaged or faulty, please notify us within 14 days of delivery.

  • For items delivered by our furniture delivery team, damage must be reported to the driver at the time of delivery, and the item will be returned immediately. Please inspect all goods thoroughly before signing the delivery note.

    Important: We cannot accept responsibility for damage reported after the delivery note has been signed unless the damage is not immediately visible.

  • For faulty items, we will provide a repair, replacement, or refund as appropriate. The timeframes for replacements or repairs will be communicated to you via email or phone.

Cancellations Before Delivery

If you wish to cancel your order before delivery and the item has not been dispatched, we will issue a full refund.

  • If the item has already been dispatched:
    You may still cancel the order, but return costs will apply. You can refuse delivery at the point of receipt, and we will deduct the return shipping costs from your refund.

General Information

  • Ownership of Goods:
    Ownership and responsibility for the goods pass to you once delivery is completed. You are liable for any loss or damage while the goods are in your possession.

  • Packaging:
    If there is any possibility of returning an item, please retain the original packaging. We cannot accept returns without it.

  • Courier Service Recommendations:
    Should you need advice on a suitable courier service for returns, our team is happy to assist. Contact us for guidance.

Contact Us

If you have any questions about our returns or refund process, please get in touch with us:

Email: info@maisonhavenfurniture.co.uk

Phone: 0115 874 3159

Address: 2 Balfron Gardens, Nottingham, NG2 1HH

Thank you for shopping with Maison Haven Furniture. We value your custom and are here to assist you every step of the way