Returns & Made to Order Policy

Returns & Made-to-Order Policy

At Indiga Furniture & Interiors Ltd, we provide detailed descriptions, specifications, and measurements to enable customers to make informed purchasing decisions. This policy sets out your rights and obligations in relation to cancellations, returns, and refunds.

1. Definitions & Item Classification

For the purposes of this policy:

Standard (Non-Made-to-Order) Items
Items produced to a standard specification and not customised for an individual customer.

Made-to-Order / Bespoke Items
Items manufactured specifically for a customer, including (without limitation) custom sizes, fabrics, finishes, configurations, or specifications.

Different legal rights apply depending on the category of item purchased.

2. Statutory Right to Cancel – Standard Items Only

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing standard (non-made-to-order) items have the right to cancel their order within 14 days of receiving the goods.

To exercise this right:

  • Notice of cancellation must be given within the 14-day period
  • Items must be returned unused, unassembled, and in original condition and packaging

Refunds are subject to the provisions set out below.

3. Made-to-Order & Bespoke Items – No Right to Cancel Once Production Has Started

Made-to-order and bespoke items are manufactured specifically for you.

Accordingly:

  • The statutory 14-day right to cancel does not apply once production has started
  • Orders for made-to-order or bespoke items cannot be cancelled or returned once production has commenced
  • This applies regardless of delivery date or any subsequent change of circumstances

Returns or refunds for made-to-order items are accepted only where the item is faulty or materially not as described.

By placing an order for a made-to-order or bespoke item, you expressly acknowledge and accept this position.

4. Measurements, Access & Suitability (All Items)

All product dimensions, specifications, and descriptions are provided prior to purchase. It is the customer’s responsibility to ensure suitability.

Customers must confirm that:

  • the item fits the intended space, and
  • the item can pass through all access points, including doors, stairways, hallways, and lifts.

Returns requested due to:

  • incorrect measurements,
  • access restrictions,
  • landlord-provided or third-party information,
  • items being larger or smaller than expected, or
  • general unsuitability,

are deemed change-of-mind returns and are not considered faults.

5. Change-of-Mind Returns – Standard Items Only

For change-of-mind returns relating to standard (non-made-to-order) items:

  • The customer must arrange and pay for return delivery
  • We do not arrange collections for change-of-mind returns
  • Returned items must be suitably packaged and protected
  • The customer remains responsible for the goods until they are received and inspected by us

Once received and approved, a refund of the item price only will be issued.

6. Delivery Charges

  • Original outbound delivery charges are non-refundable for change-of-mind returns

  • Delivery charges are refunded only where required by law (for example, where goods are faulty or incorrectly supplied)

This is particularly relevant for large or bulky items, including sofas and sofa beds.

7. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged in transit, or materially not as described, the customer must notify us within 48 hours of delivery, providing clear photographic evidence.

In such cases:

  • We will arrange or cover return delivery, and
  • Offer a full refund (including delivery charges) or a replacement, as appropriate, in accordance with consumer law.

8. Refund Processing & Lawful Deductions

Approved refunds will be processed within 14 days of receipt of returned goods (where a return is applicable).

Where permitted by law, we reserve the right to make a deduction for:

  • goods returned used, assembled, damaged, or not in resaleable condition, or
  • loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

9. Interpretation & Acceptance

Placing an order with Indiga Furniture constitutes confirmation that the customer:

  • has reviewed all measurements and specifications,
  • has checked access and suitability,
  • understands whether the item is standard or made-to-order, and
  • accepts the terms of this Returns & Made-to-Order Policy.

Where there is any dispute regarding interpretation, this policy shall be interpreted in accordance with UK consumer law.

Customers who are unsure about sizing, access, or item classification are encouraged to contact us before placing an order.

How to Contact Us

To request a return or report an issue, please contact:

support@indigafurniture.com