RETURNS & REFUNDS POLICY
Last updated: 16 July 2026
This Returns & Refunds Policy applies to consumer purchases from Harlequin Chesterfield Sofa Ltd, company number 15921383, trading as SLW Chesterfields.
Registered office: 169 Tottington Road, Bolton, England, BL2 4DF
Email: slwchesterfields@icloud.com
Telephone: 07947 700380
1. STANDARD GOODS PURCHASED ONLINE
For standard goods that are eligible for cancellation, you may cancel your order within 14 days after the day on which you receive the goods. You do not need to provide a reason.
To cancel, you must inform us of your decision by a clear statement, such as an email, letter or telephone call. You may also use the Model Cancellation Form at the bottom of this policy, although you are not required to do so.
After notifying us that you wish to cancel, you must return the goods, or arrange for their collection, within a further 14 days, unless we have offered to collect them.
You may inspect the goods in the same way that you reasonably would in a shop. We may make a reasonable deduction from your refund where the value of the goods has been reduced by handling beyond what was necessary to establish their nature, characteristics and functioning.
2. MADE-TO-ORDER AND PERSONALISED GOODS
The statutory right to cancel does not apply to goods that are genuinely made to your individual specifications or are clearly personalised.
This may include furniture made to non-standard dimensions or incorporating a unique combination of coverings, colours, feet, studs, cushion arrangements or other bespoke alterations requested by you.
We will clearly tell you before you place your order when an item is being made to your individual specifications and the statutory cancellation right will not apply.
This restriction does not affect your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
3. CLEARANCE, EX-DISPLAY AND STOCK PRODUCTS
Clearance, ex-display, cancelled-order and photo-shoot products are not sold on a “sold as seen” basis.
Any known marks, wear, damage or other defects will be clearly described to you before purchase.
You will not normally be able to make a claim concerning a specific defect that was clearly disclosed and accepted before purchase. Your remaining statutory rights are unaffected.
Where an eligible clearance, ex-display or stock product is purchased online, the cancellation rights described in section 1 will apply.
4. RETURN AND COLLECTION COSTS
Unless the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, you will be responsible for the direct cost of returning them.
Because furniture cannot normally be returned by post, collection generally costs between £150 and £350, depending on the size of the item and the delivery location.
Collections from Northern Ireland, the Scottish Highlands, islands and other remote locations may cost more.
We will provide the applicable estimated collection cost before you place your order.
Furniture must not be returned to our registered office or workshop without prior agreement. We will explain the appropriate return or collection arrangements when you contact us.
Where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, we will be responsible for reasonable return or collection costs.
5. REFUNDS FOR ELIGIBLE CANCELLATIONS
We will refund all eligible payments, including the cost of our least expensive standard delivery option.
Where we have offered to collect the goods, reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to cancel.
Where we have not offered to collect the goods, we may withhold reimbursement until we receive the goods back or you provide evidence that they have been returned, whichever occurs first.
Additional costs resulting from your choice of an upgraded or premium delivery service will not be refunded.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
We will not charge you a fee for processing an eligible refund.
We may make a reasonable deduction from the refund where the value of the goods has been reduced by handling beyond what was necessary to inspect them.
6. FAULTY, DAMAGED OR MISDESCRIBED GOODS
Please inspect your furniture at the time of delivery wherever reasonably possible.
If you discover visible damage, missing items or another problem, please contact us promptly and provide your order number, a description of the issue and clear photographs where possible.
Failure to record damage on the delivery paperwork does not affect your statutory rights.
Where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, we will provide an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
7. HOW TO REQUEST A CANCELLATION OR RETURN
We will acknowledge your request and explain the next steps, including any applicable return or collection arrangements and costs.
