Refund policy

Important Information

Furniture and cushions sold on jonesbespoke.com are made to order and we cannot accept returns or refund furniture or cushions unless they are faulty or damaged.

Please ensure that you order the correct size and that furniture and other items will fit through access routes and doorways to reach the room where they will be positioned.

Items that are not made to order can be returned within 14 days of receiving your item, as long as the item is as new and in the original packaging. 

 

Refunds and Returns

Furniture and cushions sold on jonesbespoke.com are made to order and we cannot accept returns or refund products unless they are faulty or damaged – see information below.

It is the customer’s responsibility to ensure that the correct size is ordered and that furniture and other items will fit through access routes and doorways to reach the room where they will be positioned. Jones Bespoke Interiors will not accept responsibility or provide a refund should products not fit through access routes.

Items that are not made to order can be returned within 14 days of receiving your item, as long as the item is as new and in the original packaging. Please notify us of your intention to return within 14 days of delivery by sending an email to interiors@jonesbespoke.com. Once approved, you’ll then have 14 days to send the item back to us. Returns received after this period will not be refunded.

As much as we’d love to offer free returns, our competitive pricing prevents us from covering return shipping costs. Customers are therefore responsible for arranging and paying for the return of items to us. Please ensure the courier service is suitable for your product type and also includes appropriate insurance for loss or damage, as we’re unable to issue refunds for items that do not arrive back safely.

Before returning your item, be sure to take photos of both the item and its packaging. These will serve as evidence in case any damage is identified during our return quality checks.

When returning an item it is the customer's responsibility to ensure that the returning item is suitably packaged and protected to avoid damage in transit. We are unable to issue refunds for items which have been damaged in the returns process and the item may be returned if not received back to us "as new". Please include your order number either on, or within the parcel so it can be identified by our team.

Our returns address is Returns @ Jones Bespoke Unit 3, 11-13 Roebuck Road, Hainault Business Park, IG6 3HR

 

Faults or Damages

Although all items are quality checked before they are dispatched, occasionally a product may be found to have a manufacturing fault or has been damaged in transit. It’s essential you check your order thoroughly for any damages, faults or missing parts. If you find something is wrong, please notify us by email at interiors@jonesbespoke.com within 48 hours of delivery with a detailed description of the issue and multiple supporting images that clearly show the problem. 

Please keep the item safe and in its original packaging while we work with you to arrange a solution. We may send a furniture repair specialist to assess and repair your item or we may be able to send a replacement item. In the unlikely event we’re not able to resolve the issue with a repair or replacement, we would organise a collection and refund. 

For reference, a manufacturing fault would be where the product is deemed not fit for its intended purpose or has a defect that occurred during the manufacturing process.

Please also review our Terms of Service.