Returns & Cancellations
At Birtchnells we understand that sometimes a product needs to be returned.
The following cancellations and returns information apply to online orders only and excludes bespoke orders*.
Whether you want to cancel your order pre-delivery, return an item after delivery, or experience any kind of problem, here are the steps to take.
* bespoke items are those that are made to order which are tailored to the customer’s requirements. An example of a ‘bespoke’ item: a sofa where a fabric and/or size choice is selected. If you are unsure whether an item is ‘standard’ or ‘bespoke’ please don’t hesitate to contact us.
Cancellations Pre-Delivery
Whatever the reason, you can cancel your online order (excluding bespoke orders) at any time prior to delivery with no charges. All you need to do is advise us in writing, either by post or email. Our contact details can be found on the Contact Us section of this website.
Next steps
Once we’ve confirmed receipt of your cancellation request you will receive a full refund to the original payment method used to pay for the order.
A clearing time is needed by banks to process refunds therefore it may not appear in your account immediately. This is generally within a two week period. Please contact your card issuer or bank directly with any queries.
Returns after delivery
Please notify us in writing within 14 calendar days from the day you receive your order.
You can do this by post or email, telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found on the Contact Us section of this website.
Returning your order to us?
Please indicate when you would like to return your order, then take your order to Birtchnells of Highcliffe to receive a full refund, including, if applicable, your original delivery charge. Our address can be found on the Contact Us section of this website.
Please ensure that your order is in the condition that you received it, or we will not be able to give a full refund.
Need us to collect your order?
To do this, we charge a collection fee which depends on the item you wish to return and the collection address. Please email or call to determine this fee. Prior to collection we ask of you the following:
Step 1
Ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.
Step 2
Ensure that any item is available for collection within 14 days.
Step 3
Once you have confirmation that we have your cancelled order and the item is back on our premises and has been inspected, you will receive a full refund to the original payment method you used, less the cost of the collection of the item.
Refunds made to a credit or debit card may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.
Please note, we do not accept the following returns: Used items, mattress protectors or pillows unless they are unopened, unused and still in their original packaging.
These conditions do not apply to bespoke items* ordered from us.
* bespoke items are those that are made to order which are tailored to the customer’s requirements. An example of a ‘bespoke’ item: a sofa where a fabric and/or size choice is selected. If you are unsure whether an item is ‘standard’ or ‘bespoke’ please don’t hesitate to contact us.
A problem with your order
Damaged goods
If your order has been delivered, with the packaging removed and signs of damage are apparent, our delivery team will liaise with you to sort out the problem whenever possible.
Our delivery team will then complete an incident report form to record the problem and ask you to sign it. They may also take photographs to accompany the paperwork.
The incident report form will be returned to the delivering store, logged against your order number, and assessed to determine next steps.
One of our technicians will contact you and arrange to visit and repair the problem to manufacturing standards. If he or she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible.
In the event that a repair cannot be made, we will replace the furniture, or give you a full refund. Goods that are deemed faulty revert to the ownership of Birtchnells of Highcliffe and must be in our possession before any money is refunded.
Please note: refunds are limited to the original purchase price paid for the unsatisfactory merchandise.