RETURNS & CANCELLATIONS
Cancellations
If an order is no longer required prior to dispatch then we are happy to accept a cancellation request and provide a full refund to your original payment method.
Cancellations must be received in writing via email to cs@aspire-furniture.co.uk no later than 3pm on the day prior to dispatch. An order will be deemed as dispatched at any point after 3pm on the day prior to courier collection as we are unable to guarantee we can prevent an item from being picked up if a cancellation request is received after this.
Once an order has been dispatched then it will no longer be deemed a straightforward cancellation and must be processed as a return please see below.
Returns - Warranty
All our products come with a minimum 12 months manufacturer warranty (unless stated otherwise at the time of purchase).
If an item(s) appears to be faulty within 90 days of delivery, we will collect the item free of charge pending a factory inspection. If an item(s) appears to be faulty more than 90 days after delivery but within the warranty period we reserve the right to levy a collection charge, which may or may not be refunded pending a factory inspection.
If a fault is found with the item(s) within the manufacturer’s warranty period, we will replace or repair all affected items free of charge. We reserve the right where applicable to send out replacement parts as an alternative to collecting and replacing an item or complete order.
Should the items be found to not be at fault and we believe has sustained damage due to miss-use, items will be returned to you or your customer and a re-delivery charge will apply.
Under most circumstances, we will require evidence of any fault, usually through the email of photos, prior to arranging any collection.
Returns - No longer required
In order to assist you in compliance with consumer contract regulations we are able to accept returns on our products, where delivered direct to your customer on a drop ship basis, subject to the following restrictions and costs;
Returns will only be accepted on orders delivered directly to your customers on a drop ship basis. We do not accept returns on items delivered into your premises.
Returns will only be accepted within 14 days of delivery of the goods to your customer, this is calculated as calendar days (not working days). The 14 day period commences the day after the delivery is marked as completed by our courier.
Restocking fees will be charged on all returns due to customer preference. The fee is 30% of item cost price on all made to order items and 20% of item cost price on imported items.
Collection charges will be at a flat rate of £50 where we are collecting from free delivery eligible postcodes. Unfortunately, we are unable to arrange courier collections from any surcharge postcode areas. If you would like to return an item from a customer in a surcharge area you would have to arrange return shipping please ensure any deliveries of this nature are pre-authorised and booked in with our customer services team. We are unable to accept returns or arrange collections on any orders of full pallet loads, these are labelled in the product options on the website as “full pallet of” to avoid confusion.
Mattresses can only be returned due to customer preference if they are still sealed within their original packaging. For hygiene reasons, we are unable to accept any customer preference returns on mattresses that have been opened and or used.