Returns & Cancellation Policy
If you're unhappy with an item or you've changed your mind then you can find our returns policy below. If you require clarification or you'd like to speak to a member of our team please call us on 0114 255 0075, quoting your order number.
Cancellation (before delivery)
Items from stock
If you have purchased an item from stock and you wish to cancel, you can do so any time prior to delivery. If you wish to cancel an order you will need to contact us via e-mail email@example.com or call the store 0114 255 0075 and we can process the cancellation on your behalf. Once we acknowledge receipt of the cancellation a full refund will be issued (using the original payment method).
Made to order items (items not from stock)
If you have purchased a made to order item (i.e. not from stock) we will commission the supplier to make the item specifically for you. As such, cancellation will incur a 20% charge of the full selling price. If you do wish to cancel an order you will need to contact us via e-mail firstname.lastname@example.org or call the store 0114 255 0075 and we can process the cancellation on your behalf.
Returns (after delivery) - Online Orders
If, after receiving your item(s), you would like to make a return you can do so within 14 days of receipt. The item(s) must be returned in its original resalable condition, including packaging where applicable. If you do wish to make a return you will need to contact us via e-mail email@example.com or call the store 0114 255 0075, we can then advise on the returns process.
Please note: if an item is returned for any reason other than it being defective any delivery charges or charges associated with the collection of the item are the responsibility of the customer, and will not be refunded.
Upon receipt of the returned item it will be inspected to ensure it is in a resalable condition - once these checks are complete a full refund, minus delivery and collection costs (where applicable), will be issued via the original payment method.
Made to order items/bespoke items
Where an item is specifically manufactured to your requirements our usual returns policy does not apply, returns can only be accepted if the item is defective or at the discretion of Ponsford Ltd. management.
Returns (after delivery) - In Store Orders
Returns can only be accepted if the item is defective or at the discretion of Ponsford Ltd. management.
Further exceptions (Online & In Store Orders)
For hygiene reasons pillows, mattresses and duvets cannot be returned once opened (unless found to be defective).