Returns Policy Details

You have the right to cancel your order within 14 days from the day after delivery. You must notify us by emailing at support@zurleys.co.uk, visiting the returns section or using the cancellation form in your confirmation and dispatch email.

If you wish to return the goods within the 14 days, please take reasonable care of the items. Please do not return an item to Zurleys without prior notification to do so. Unwanted items will incur a surcharge for collection.  We have created a handy guide to help you return items to us safely.  Guide To Returning Items Safely

Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so with care. We cannot offer a full refund on products assembled or used. If possible please do not allow carriers or any other party to destroy any packaging as we politely request the item to be returned with original packaging including inner packaging to ensure it arrives back to us safely

IMPORTANT NOTE: When you unpack your package, if the product is defective, please do not assemble it before having received an answer from our support service department. (Please see terms and conditions 13)

 The return charge mentioned will be applicable immediately after the items have left our warehouse, i.e. if the order is cancelled after we have despatched the item but before delivery to the final destination, the return charge levied by our carriers will still be applicable.

Please report all damage to us directly. Please note we may require proof of the damage from a photograph in order to facilitate allowance, exchange or refund of the item where possible.

Please note if any items are damaged or faulty  on delivery please contact us immediately to report this matter. In order that we can better understand the issue you are experiencing, it is important that we see a few digital images of the affected item and another of the product label.

Collection of non-faulty items will always be at the customer's expense. See below for return charges information.

We will not be liable for any damage or loss resulting from repairs attempted by you or third parties

How do I return an item if it’s faulty?

Please follow the below process for returning your parcel to us:

  1. Re-pack the item in its original packaging where possible with labels and tags still attached.
  2. Contact us so we can arrange for a courier to collect the product
  3. Keep your certificate of postage safe as you will need this as your proof of return.

Please visit our return section for more information.

Can I exchange an item?

Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.

Return charges per product (estimate, prices may vary) 

  •  Very Small Items (max 2kg) = £5
  •  Small items = £15
  •  Medium items = £35
  •  Large items = £60 

Handling fees may apply on products which are fragile, bulky, or just difficult to ship.

Please note that Return Charges will be more than delivery charges due to us absorbing some delivery charges in our pricing of products.

Refunds:

Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns Department to check for completeness and correct product return.

For goods received back complete as NEW and unused (including all mattresses); you will be refunded the full invoice amount less cost of return (if the item(s) has already been dispatched) if you exercise your right to cancel your order before dispatch the full amount will be immediately refunded.

Subject to your statutory rights, products made to order or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged in the course of delivery.

Where an alternative carrier service is used (being outside the normal free delivery methods provided by Zurleys) and paid for by the customer.

Zurleys reserves the right to send out an independent third party technician to repair furniture where a customer claims there is a merchandise issue. The technicians are experts in their field and are there to determine the nature of any issues.

How long will my refund take to be processed?

If you are entitled to a refund we will refund you within 14 days of receiving the goods back from you or within 14 days of proof of return.

Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase. If this is not possible we will ask for an alternative method to refund your order.

 

Business Customers

We request that if business customers wish to return an item(s) they must do so in and unused/unassembled condition and with its original packaging within 10 days of delivery. We are unable to accept returns after 10 days for business customers and/or if the item is used or assembled.