Returns & Cancellation Policy

Cancellations & Returns Policy 

Please ensure you read and understand this policy so that you understand your consumer rights.  We are a family run business and endeavour to provide excellent customer services.

Instore purchases - cancellations ( within 24 hours and before delivery) 

Under the Consumer Rights Act 2013 purchases made instore are not cancellable. We appreciate you may change your mind and our 24 hours cancellation policy is discretionary as we would like to think our customers are happy with their purchase.  We will accept cancellation if you have ordered an item from stock, which is available for immediate delivery and you have decided that you no longer wish to proceed.

You must inform us within 24 hours of your purchase.

Please advise us by emailing sales@ponsford.co.uk or calling on 0114 255 0075.  Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment.

Instore purchases - cancellations after 24 Hours

If you wish to cancel your order after 24 hours we may charge you a fee to cover any costs we incur, for example, if we have placed an order with a manufacturer or have incurred delivery costs from the manufacturer to our warehouse.  

Faulty Items 

In the unlikely event you have a problem or a fault with your purchase please contact us immediately and we will arrange to inspect the goods or have them inspected by the manufacturer.  This is in accordance with your statutory rights set out in the Consumer Rights Act 2013.  We will always do our best to resolve any issues you may have.

Orders placed online via our website

We always recommend that you check the goods / items are in stock and visit us at our showroom before you make a purchase as this will give you the opportunity to try them and make sure they are right for you.  Our dedicated team are always on hand and will be delighted to offer you advice on your purchase.

If you are unable to visit our showroom and decide to order from our website you have a statutory right to cancel your purchase.  Cancelling an online order can be done anytime from the date of placing your order up until 14 days after you receive the goods.  

If you decide you want to cancel your order you must return the goods to us at your cost and ensure they are sufficiently packaged to avoid damage.  When the goods have been received back to our warehouse we will inspect them to make sure they have not been used and in a resalable condition.  If the goods have been used or damaged we may make a deduction from your refund.

We can arrange a specialist courier to collect your order, the cost will vary due to the nature of the goods you purchased.  Please contact us in this instance and we will happy to provide you with quote. Should we arrange the collection from you please be aware that the cost of collection and shipping must be paid in full before the date of collection.  You must make arrangements for someone to be in on the date arranged for collection.  A failed collection will incur further charges for a repeat visit

If you chose to use an independent carrier, it is advisable to ensure you are able to track your delivery back to us and have adequate insurance against damage during transit.

If the goods are unused / undamaged we will provide you with a refund which includes the initial outward shipping cost.   Once we acknowledge receipt of your returned goods, you will receive a full refund within 14 days using the same payment method as your original order.

Special Orders made to your specification.

Some of our furniture is made to your specification.  If this is the case and you made your purchase either instore or online then your order cannot be cancelled.  If you want to check your consumer rights please see the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013  

We endeavour to do our best to resolve any issues.  If you need any assistance regarding these terms and conditions please contact us and we will do our best to help you.  

Further Information

If you're unsure about any aspect of our cancellation & returns policy then please contact the store on 0114 255 0075 or e-mail sales@ponsford.co.uk