Returns Policy

1. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you, takes physical possession of the goods. If your order contains multiple items delivered separately, the cancellation period runs from the day you receive the last item.

To exercise your right to cancel, you must inform us of your decision by a clear statement, for example by email to [email protected]. Please include your order number, the items you wish to return and the reason for your return (optional but helpful).

2. Exceptions to the Right to Cancel

The right to cancel does not apply to the following products:

• Custom-branded items: deckchairs or canvas slings that have been printed, embroidered or otherwise customised with your branding, logos or artwork. These are made to your specification and cannot be resold.
• Bespoke orders: products made to non-standard dimensions or with custom materials at your request.

If you are unsure whether your order qualifies as custom or bespoke, please contact us before placing your order and we will be happy to clarify.

3. Condition of Returned Goods

To receive a full refund, returned goods must be in their original condition, unused and in their original packaging. You may inspect the goods as you would in a shop, but excessive handling that goes beyond what is necessary to establish the nature and characteristics of the product may result in a reduction to your refund.

Please take care when unpacking your items. If the original packaging is damaged during return, we may need to deduct a reasonable amount from your refund to cover the cost of repackaging.

4. How to Return Your Goods

To return an item, please follow these steps:

1. Email us at [email protected] with your order number and the items you wish to return. We will confirm your return and provide a return reference number.
2. Repackage the items securely in their original packaging. Due to the large size of our products, please ensure items are properly protected for transit.
3. Arrange collection or delivery of the items to us. We can arrange a collection through our delivery partner for a fee, or you may arrange your own courier.

You are responsible for the cost of returning goods to us unless the item is faulty or not as described. Given the size and weight of our products, return shipping costs may be significant. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit back to us.

5. Damaged or Faulty Goods

Please inspect your goods as soon as they are delivered. If your order arrives damaged or faulty, please contact us within 48 hours of delivery with:

• Your order number.
• Photographs clearly showing the damage or fault.
• A brief description of the issue.

We will assess the damage and, at our discretion, offer a replacement, repair or full refund including the cost of return postage. If the damage occurred during delivery, we will handle the claim with our delivery partner on your behalf.

Your statutory rights under the Consumer Rights Act 2015 are not affected. If a product is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund depending on how long you have had the goods.

6. Refund Process

Once we receive and inspect your returned goods, we will notify you by email to confirm whether your refund has been approved.

If approved, your refund will be processed within 14 days of us receiving the returned goods. The refund will be made to the original payment method used at checkout (via Stripe). Please allow up to 5 additional working days for the refund to appear in your account, depending on your payment provider.

If you cancelled your order before the goods were dispatched, we will process your refund within 14 days of receiving your cancellation notice.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

1. Check your bank account or credit card statement again.
2. Contact your bank or payment provider, as there is often a processing period before a refund is posted.
3. If you have done both of the above and still have not received your refund, please contact us at [email protected] and we will investigate.

9. Contact Us

If you have any questions about our returns policy, please contact us:

Chunky Chairs Ltd
Email: [email protected]