Faulty items (in store or online)

If your item is faulty, damaged on arrival or not as described, please contact us at sales@jcsnell.co.uk or 01226 731234 and we’ll advise you further. Depending on the circumstances you may be entitled to a repair, a replacement or a refund. You will not pay carriage and nothing will be deducted — where an item needs to come back to us, we will collect it at our cost.

Please check your goods as soon as you can after delivery and tell us promptly if anything is wrong. This does not affect your rights, but it does help us put things right quickly.

Items bought or paid for in store

If you have bought your item in our showroom, we’re afraid we don’t accept returns if you simply change your mind. The 14-day cancellation right applies to goods bought at a distance, not to purchases made face to face. Accepting change-of-mind returns in store would carry a cost we would have to recover through higher prices, and we would rather keep the prices down.

At our discretion we may exchange the item or issue a credit note, however this will depend upon the item and the circumstances.

Made-to-specification items — upholstery in a fabric or finish you have chosen, or furniture built to non-standard dimensions — are put into production for you and cannot be cancelled or returned because you have changed your mind. Deposits on these items are non-refundable once the order has been placed with our supplier. Please ask in store for the terms that apply before you pay a deposit.

None of this affects your rights if an item is faulty, not as described or not of satisfactory quality.

Items bought and paid for online

We hope you don’t need to return anything. It means you’re unhappy, and returns carry costs that end up in our prices, which is good for nobody.

If you have both bought and paid for an item on this website, you have 14 days from the day you receive it to tell us that you want to cancel. You then have a further 14 days to return it to us. You do not have to give a reason.

To cancel, phone us on 01226 731234, or email sales@jcsnell.co.uk, telling us clearly that you wish to cancel and quoting your order number. A model cancellation form is included at the end of our Terms & Conditions if you would prefer to use one, but you do not have to.

Returning the goods

You arrange the return and you pay for it. We do not offer free returns and we do not collect change-of-mind returns.

Return carriage on bulky items such as sofas, beds, tables and large cabinets can be expensive, often more than people expect. We strongly recommend that you obtain a quote from a carrier before arranging a return, and before deciding whether returning the item is worthwhile.

The goods remain your responsibility until they reach us. If they are lost or damaged on the way back, that is reflected in your refund, so please use a carrier that insures the value and keep your proof of postage.

Please return the goods in their original packaging where you still have it. Where packaging has been discarded and that affects our ability to resell the item, it may be reflected in the refund.

Please send us photographs of the item and its packaging before you send it back. This is not a requirement and does not affect your right to cancel, but it means we can tell you what deduction, if any, we expect to make, so you can decide whether returning the item is worth the carriage.

Deductions from your refund

You are entitled to handle goods as you would in a shop — unwrap them, look at them, check they work. If goods are handled beyond that, we will deduct the reduction in their value from your refund.

In practice that means an item we can no longer sell as new. Examples include furniture that has been assembled and used, upholstery carrying marks, odours or pet hair, and items with scratches or assembly damage.

Any deduction is based on the actual reduction in value and not on a fixed fee. We record the condition of every item before it leaves us and again when it comes back, and we will explain the basis of any deduction. A deduction can be a substantial proportion of what you paid.

We do not charge restocking fees, administration fees or handling fees.

Your refund

We will refund you within 14 days of receiving the goods back, or of you providing evidence that you have sent them, whichever is sooner. Refunds are made to the original payment method.

We refund the original delivery charge at our standard delivery rate. Where you chose an upgraded or premium delivery service, the extra cost of that upgrade is not refunded.

Items you cannot cancel

Goods made to your own specification cannot be cancelled once ordered, because we cannot sell them to anyone else. This covers upholstery in a fabric or finish you have chosen, and furniture built to non-standard dimensions.

Items from ranges that are built to order but to our standard specification can be cancelled in the usual way, even though they take longer to arrive. Choosing from the colours, finishes or options we offer on a range does not make an item non-cancellable.

We do not currently sell made-to-specification items on this website. They are showroom purchases only.

Click and collect

Click and collect orders are reserved online and paid for in the showroom, so the purchase is made face to face rather than at a distance. The 14-day cancellation right does not apply to them, and the in-store terms above apply instead. If you no longer want a reserved item, simply tell us and we will release it — you will not have paid anything.

Full terms, including the model cancellation form, are in our Terms & Conditions.