Returns and Refund Policy

I have changed my mind can I cancel my order?

Pre-despatch – If you cancel your order prior to the goods being despatched, we will cancel the order and all monies – including any delivery charges – will be refunded to your account normally within 5 working days (though it may take up to 14 days for the issuing bank to process the refund).
Post-despatch – If you wish to cancel your order after we have despatched it because you have changed or mind or the goods are not what you expected, you may return them to us up to 30 days after you receive them. Please notify us within the 30 day period that you wish to return them.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Alternatively you may contact our customer services team on info@no5ainteriors.co.uk with your order reference number and details of the items you wish to return.

You do not have to advise us of the reason for the return but it will help our customer service if you do so.

Goods should be returned in an unused state and in the original, undamaged packaging.

Please include a copy of the returns label in the packaging, failure to do so may delay your refund being processed.

Once we receive the goods back we aim to refund the price of the goods within 5 working days (though it may take up to 14 days for the issuing bank to process the refund).

Please note, returns in this instance will be at your cost and we recommend you use a signed for service, for your security.

Please note business hours are Monday – Friday 10.00 am to 5.30 pm.

The goods are not what I was expecting – can I return them?

If you no longer want your order, for whatever reason you may return them to us up to 30 days after you receive them. Please notify us within the 30 day period that you wish to return them.

Alternatively, you can contact our customer services team on info@no5ainteriors.co.uk with your order reference number and details of the items you wish to return.

You do not have to advise us of the reason for the return but it will help our customer service if you do so.

Please include a copy of the returns label in the packaging, failure to do so may delay your refund being processed.

Goods should be returned in an un-used state and in the original, undamaged packaging.

Once we receive the goods back we aim to refund the price of the goods within 5 working days.

Please note, returns in this instance will be at your cost and we recommend you use a signed for service – for your security. Please note business hours are Monday – Friday 10.00 am to 5.30 pm.

My item is faulty

Please see our Returns Policy & Procedure for how to return faulty items.

What do I do if I have a complaint?

Please contact our Customer Services team and we’ll do everything we possibly can to fix the problem. We take all customer issues extremely seriously and can assure you that any complaints will be handled quickly and professionally.

Can I return a mattress?

If the mattress is unused then yes you can. If the mattress has been removed from it’s packaging or used then for hygiene reasons then, unfortunately, we can’t. If the item is damaged then please see our Returns Policy & Procedure for how to return it to us.

Exclusions

The following goods may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order;
(c) any item which by opening or unwrapping is thereby made unfit for resale due to hygiene concerns, e.g. mattresses and pillows;
(d) gift vouchers.

Refunds

We will refund the full value of any goods properly returned in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the goods to us.

Any refunds entitled to the consumer will be made using the same payment method used to complete the original transaction. The refund will be processed within 14 days of receipt of the returned goods.