Time to feel at home.
If a piece is not right for your home, you have 14 days from delivery to tell us. This page explains how, what it costs and when you will be refunded. It sits alongside our Terms & conditions, which set out your rights in full.
Changing your mind
You may cancel most orders within 14 days of the day you, or someone you nominate, receive the goods. You do not need to give a reason.
Email info@dealioxperience.com with your order number before the 14 days are up. We will confirm the return in writing and arrange collection or give you the address to send to.
Once you have told us, you have a further 14 days to return the goods or make them available for collection.
What it costs
- Collection of large furniture is charged at cost. We will quote the exact amount in writing and will not collect until you accept it.
- Smaller items may be returned by a carrier of your choice, at your cost, to [returns address to be confirmed].
- Nothing is charged if the goods are faulty, damaged in transit or not as described.
We refund the price you paid together with the standard delivery charge. If you chose room-of-choice delivery, we refund the standard amount rather than the enhanced one.
The condition we need it in
You are welcome to unwrap a piece and look at it as you would in a showroom. Please keep the original packaging until you are certain, as it protects the piece in transit.
If the value of the goods is reduced by handling beyond what a showroom would allow, we may deduct that reduction from your refund. We will always explain any deduction before we make it.
When you will be refunded
We refund within 14 days of receiving the goods back, or of your evidence that you have sent them, whichever is sooner.
Refunds go to the card or payment method used for the order. Your bank may take a few further working days to show it.
Faulty, damaged or not as described
Please check your delivery on arrival. If something is wrong, email info@dealioxperience.com with your order number and a photograph and we will put it right at our cost.
- Within 30 days of delivery you may reject the goods and receive a full refund.
- After 30 days and within six months we will repair or replace the piece. If that is not possible, or does not succeed, you may have a refund.
- After six months the same rights apply, though we may ask you to show the fault was present at delivery.
Collection of faulty goods is always free, and these rights are in addition to the 14-day cancellation right above.
Exceptions
The right to change your mind does not apply to goods made to your specification or clearly personalised, such as a bespoke fabric or a made-to-measure size. Where this applies to a piece, we say so on the product page before you order.
This exception does not affect your rights if the goods turn out to be faulty or not as described.
Natural variation is not a fault
Timber grain, leather markings, stone veining and weave differ between pieces, and screen colours vary between devices. This is a characteristic of natural materials rather than a defect, and we recommend ordering a swatch where one is offered.
If you are unsure before ordering, contact info@dealioxperience.com and we will help.
If something goes wrong
Tell us at info@dealioxperience.com and we will acknowledge your complaint within two working days and aim to resolve it within fourteen.
Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by anything on this page.
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