Cancellations and Returns
Cancellations, Returns & Complaints
We believe that buying a sofa should be as stress-free as possible from start to finish, so please do get in touch if you have any concerns. You can call our showroom on 01257 824237 during our usual opening hours or email [email protected] any time. We will get back to you as soon as possible, and will always do whatever we can to help.
Our cancellation and returns policies work differently depending on whether you are buying a sofa that is in stock or if you are having something made to your specifications. You can read our Returns & Cancellations Policy for in-stock models here, or our Returns & Cancellations Policy for bespoke sofas can be found here. If you're not sure which applies to you, it should state clearly on your order details, receipt and any other paperwork whether your purchase is clearance or made to order.
If you are beyond the returns period and there is a problem with your order, or if you need to raise any other issue with us, skip directly to our Dealing with Problems section. And if you have any questions you can read our FAQs section at the bottom of the page.
The Gist
- Buying clearance and in-stock items? You've got 14 days to return your order for a refund, and up to 30 days to return it for an exchange or a credit.
- Having something made to order? We will do what we can if you need to make changes, cancel or return your order, but you'll need to talk to us about it.
- Whatever it is, you can always contact us for help - that's what we're here for.
1. For All Clearance & In-Stock Items
Cancellations
You can cancel your order any time before it is dispatched for a full refund, minus the cost of any services you have used. You can find full details of services below in the section labelled "Additional Services".
Returns on Clearance Items
We offer a 30 Day Returns Policy in addition to your statutory right to return unwanted, unused items sold from stock within 14 days of delivery. That means you have 14 days to return your order for a refund, or up to 30 days to return it for a store credit, as detailed below.
If your furniture does not fit, or if you have changed your mind for any other reason, you can return it to us for either a refund, a credit note or an exchange.
In order to receive a refund for your order, you will need to:
- Contact us within 14 days of receiving the item to let us know that you wish to cancel your order
- Either return the item yourself or allow us to arrange collection of it within 14 days of having notified us that you wish to cancel.
You will receive a full refund of the cost of the item and standard delivery, minus any applicable fees for services that you have used. You can find full details of service charges below in the section labelled "Additional Services".
If you wish to return your order after 14 days you can use our 30 Day Returns Policy to return your order for a credit note or an exchange up to 30 days from delivery.
We work very hard to offer the lowest possible prices on all of our sofas, and we offer free or heavily subsidised outbound delivery on all orders. To help keep our prices low and delivery options reasonable, we ask customers who are returning an order to contribute towards the cost of that return. For furniture returns the cost of return delivery is £1.20 per mile by road, with a minimum charge of £120 for a sofa or £80 for an armchair. This cost can be paid separately or deducted from your refund depending on which is more convenient for you.
For small item returns that were originally delivered via a parcel company, you can arrange your own return via the same or a similar service. The cost is typically between £4 and £20 depending on the size of the item.
For all returns you also have the option to return the item in person free of charge, or to arrange your own return delivery.
Please take good care of anything you are intending to return, and make sure that it is returned to us in the same condition you received it, including all parts and accessories. If an item is returned very dirty, damaged or incomplete we may refuse the return under our 30 Day Returns Policy, or charge for cleaning, repairs and/or replacement parts if it is covered by your statutory right to return. It is very rare for us to refuse returns and we usually only do so in extreme circumstances.
Additional Services and Charges
If you have used any additional services beyond our standard 2 week storage and 1 person, ground floor delivery option, we will deduct the cost of the service you have used from your refund. Our service charges are as follows:
- Upstairs Delivery £50 per floor or flight
- 2 Person Delivery £50 (where available)
- Disposal of old furniture £50 per small item, £75 per sofa where available
- Storage £50 per week after the first fortnight
- Additional packaging for export - please ask for a quote
- Disassembly and/or reassembly for delivery - please ask for a quote
Charges are applied only for services that have been used, meaning you will not be charged any delivery-related fees if your item has not left our premises. If a service is used twice, for example if you require 2 person delivery and 2 person return, you will be charged for both uses.
2. For All "Your Choice" Orders
Items that are made to your specifications, including the "Your Choice" range and "Made to Order" items, are considered bespoke and are not eligible for the same returns and cancellation policies as our clearance items.
Your order will be submitted to the manufacturer as soon as possible after payment of the deposit. For cancellations or amendments before delivery we will do our best to mitigate any costs and will issue a full credit note where possible, but we may charge up to 30% of the order value based on what our suppliers charge us. In the rare situation where cancellation costs would exceed 30% we may not be able to accommodate a cancellation, but we will discuss all available options with you. In practice we are usually able to find a solution and in most cases can cancel or amend orders before they have been completed. The sooner you contact us, the more options we have available.
We cannot guarantee to accept cancellations or returns on bespoke items, but we will work with you to help you find a solution wherever possible.
3. For All Orders
We're here to help, no matter what the problem is. Please contact us immediately on 01257 824237 or [email protected] if you have any concerns about your order, delivery, service or anything else. All clearance items are covered by our own 12 month warranty from the date of delivery, and made to order/your choice items are covered by the manufacturer's warranty which is either 10 or 25 years for upholstery, depending on the brand. If you have purchased the extended warranty or accidental damage cover you can find instructions on how to make a claim in your warranty or insurance paperwork, or you can contact us for assistance.
Dealing With Problems
If There is an Issue with Your Order
To report a problem at any stage, please call us or email [email protected] with your order details including name and delivery address, date of delivery and a description of the issue. We will write back promptly to confirm receipt of your message and what the next steps will be. We aim to respond to all enquiries and complaints within one working day.
If your order arrives damaged or a fault becomes apparent within the warranty period please get in touch to let us know and we will work with you to resolve the problem. Depending on the issue we may ask you to send us photos and we may need to send a technician out to inspect the item. Where this requires the manufacturer's involvement we will liaise with them on your behalf wherever possible, and we will keep you updated throughout the process.
If your order develops an issue after the end of the warranty period we may still be able to assist you. Depending on the nature of the issue we may be able to offer a discounted repair, replacement parts or other assistance.
If There is an Issue with a Service or Delivery
As with any problem we ask that you report any issues about our services, including delivery or aftersales support, directly to us over the phone or via email, and we will do our best to help. We like to think that we treat our customers the way we would like to be treated ourselves, so we work hard to provide prompt, helpful advice and assistance wherever needed. You should expect the same high quality of service from all of the companies and people we work with as well, including delivery drivers and couriers.
If something comes up and you are unable to take delivery on the day or time that has been booked, please let us know as soon as possible. If your order has not left our warehouse we can simply rearrange your delivery for a suitable day and time for no additional charge. If your order has been collected or is out for delivery, the driver will do their best to make alternative arrangements with you. However if your order has to come back to us as the result of a failed delivery it will be treated as any other return and our standard return charges above will apply.
For safety and security reasons we require a signature from a responsible adult on all furniture deliveries.
If You Need to Make a Complaint
If you want to make a complaint about a product or service, and you are uncomfortable doing so via email or phone, or if you wish to escalate an existing complaint, you can email [email protected] or you can send us a letter. Please address it to:
Isabelle Worthington
Customer Service Manager
Worthington Brougham Furniture Ltd
50-54 Market Street
Chorley
PR7 2SE
Please keep in mind that we are a genuine, family-run company, staffed by real, human people. We treat our customers with respect and kindness, and ask that you do the same with us in return. There isn't enough kindness in the world.
Cancellations, Returns & Complaints: Frequently Asked Questions
What if something goes wrong with my order?
We work very hard to ensure this doesn't happen, but sadly everything doesn't always go to plan. No matter what the problem is, we're here to help, so just contact us right away and we will work with you to get the problem resolved as quickly and fairly as possible.
What if the colour looks different from the photos?
We do our best to take photographs in good, natural light and display colours as accurately as possible, but the settings on your device can make a big difference to the appearance of colour in a photo. The lighting conditions in the room will also make a big difference to how the colour looks in person. You can contact us to request a sample on any made to order model and most clearance items as well if you would like to check how they will look in your home.
How do returns work?
After you contact us to confirm you wish to return something, we will arrange for the item to be collected and brought back to our warehouse. The delivery team or courier will liaise with you to arrange a suitable day and time for the collection. Any change of mind return will be inspected by our warehouse manager before being processed. They will check that it is the same item that was sent out, and look for dirt, damage and missing parts before issuing a condition report. At that point we will contact you to confirm receipt, the condition of the return, and the amount that you will be refunded or credited.
What happens to items that are returned?
The returned item will be cleaned and processed, and will then be put back on sale with an appropriate discount applied and description updated as required. If your order is returned due to a fault it will be inspected and processed by the supplier or carrier's insurance company, and depending on the nature of the problem the item may need to be retained by them. We work with our suppliers to ensure that no items go to waste or landfill.
Why do you have different returns policies for clearance stock and made to order items?
We offer substantial discounts up to 75% off the usual price on our clearance sofas and suites, partly because customers are unable to choose the colour, material or size like they can when buying something that is made to order. A clearance model that is returned in the same condition as it was delivered can be checked, cleaned and put back on sale with no substantial changes as it is still in the same condition as it was sold. Made to order sofas cost more, and are substantially reduced in value once they are no longer made to order.