Refund policy

 

RETURN, REFUND & REPLACEMENT POLICY

Made-to-Order Items

At SmartClass Furniture, the majority of our furniture is made bespoke to order. As each item is custom-made to your specifications, we are unable to accept returns or offer refunds for change of mind or ordering errors once your item has gone into production.

This is permitted under the Consumer Contracts Regulations 2013, which exempts goods made to a consumer's specification from the standard 14-day cooling off period.

Cancellations Before Production

If you wish to cancel a bespoke furniture order before it has entered production, please contact us as soon as possible at info@smartclassfurniture.co.uk. We will issue a full refund if your order has not yet entered the manufacturing process.

Non-Custom Items (e.g. Soft Furnishings & Seating)

Soft furnishings such as bean bags and chairs are stocked items and are not made to order. If you are not completely satisfied with your purchase, you may return it within 30 days of delivery, provided the item is unused, in its original packaging, and in a resaleable condition.

Please note that return delivery costs are the responsibility of the customer. Once we have received and inspected the returned item, your refund will be processed to your original payment method within 14 days.

Trade & B2B Purchases (Schools and Institutions)

Trade account customers purchasing on behalf of a school, academy, college, or other institution are not purchasing as consumers and are therefore not entitled to the same statutory consumer return rights. Trade customers may only return an item if it is faulty, damaged, or not as described.

In the event of a faulty or damaged item, trade customers are entitled to a replacement or refund in accordance with our 5-year warranty and the terms set out below.

Your Statutory Rights

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If your item is faulty, not as described, or not fit for purpose, you are entitled to a remedy regardless of whether the item was made to order.

Faulty or Damaged Items — Within 30 Days

If your item arrives faulty, damaged, or not as described, please contact us within 30 days of delivery at info@smartclassfurniture.co.uk with:

  • Clear photographic or video evidence of the fault or damage
  • Your order number
  • A description of the issue

Once we have reviewed your evidence, we will offer you the choice of:

  • A full replacement
  • A full refund

Faulty Items — After 30 Days (5-Year Warranty)

After 30 days, if a fault develops that was not caused by misuse, accidental damage, or normal wear and tear, your furniture item is covered under our 5-year warranty. We will offer a replacement, which will be assessed on a case-by-case basis.

To make a warranty claim, please contact us at info@smartclassfurniture.co.uk with photographic or video evidence of the fault and your original order number.

Delivery-Related Damage

For information on reporting damage at the point of delivery, please see our Shipping & Delivery Policy.