Returns & Refunds

At a glance

1. Changing your mind

Under the Consumer Contracts Regulations 2013 you have 14 days from the day you (or someone you nominate) take physical possession of the goods to cancel — or from the last item, where an order arrives in parts. No reason needed.

2. How to cancel

Step 1 — tell us before the 14 days are up:

• email connect@specialemeuble.com
• call or WhatsApp +33 7 56 75 59 70 (we will confirm in writing)
• write to 5 Mercer Avenue, Swanscombe, DA10 1BG, United Kingdom
• or use the cancellation form at the foot of this page

Any clear statement works. Keep proof that you sent it.

Step 2 — we confirm and give you a returns reference.

Step 3 — send the goods back within 14 days of telling us, to:

Speciale Meubles — Returns
4 Rue de la Guivernone
95310 Saint-Ouen-l'Aumône, France

Please put your order number inside the parcel.

3. Cost and condition

Return costs are yours. Because our Products are bulky and cannot normally go back by post, the estimated cost of return is:

[[To complete: a range by destination — UK, France, rest of EU — or by product type.]]

You may use any carrier. We can also arrange collection and deduct the cost from your refund; ask us for a quote.

Condition. You may unpack, handle and inspect the goods as you would in a shop. If their value is reduced by handling beyond that, we may deduct a proportionate amount from your refund. Please send everything back — fittings, instructions, and the original packaging where you still have it.

4. Your refund

We refund everything you paid, including standard delivery, within 14 days of receiving the goods back or of you providing proof of return, whichever comes first.

Two points set by the regulations:

• if you chose an enhanced delivery option, we refund the standard rate only;
• we may withhold the refund until the goods are back or you show they have been sent.

Refunds return to your original payment method at no charge. Where you paid by instalments with Alma or Klarna, we process the refund with them and any remaining instalments are cancelled.

5. If something is faulty or not as described

This is not a change-of-mind return, and you pay nothing — not for the return, not for a replacement.

Contact connect@specialemeuble.com or +33 7 56 75 59 70 with your order number, a description of the problem, and photographs.

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described:

• within 30 days — you may reject the goods and get a full refund;
• 30 days to 6 months — repair or replacement; if that fails, a price reduction or a refund, which may be adjusted for use. The fault is presumed to have been there at delivery unless we show otherwise;
• after 6 months — the same remedies, but you may need to show the fault was present at delivery.

Not covered: misuse, assembly against the instructions, lack of care, prolonged damp or sunlight, fair wear and tear, or damage occurring after delivery.

6. What cannot be returned

• Made-to-order or clearly personalised items — dimensions, fabric, finish or colour chosen to your specification.
• Mattresses, toppers, pillows and duvets once the protective wrapping is opened, for hygiene reasons.
• Goods inseparably mixed with other items after delivery.

None of this affects your rights if goods are faulty or misdescribed.

7. Cancelling before dispatch

Call us as soon as you can on +33 7 56 75 59 70. Made-to-order items cannot be cancelled once manufacture has started.

8. Returns crossing a border

Sending goods between the UK and the EU needs a customs declaration. Contact us before you ship so we can send you the paperwork. A parcel returned without correct documentation can be held at customs or generate import charges, which we would have to deduct from your refund.

9. If we cannot agree

Contact us first. If we cannot resolve your complaint, alternative dispute resolution may be available through a certified ADR provider. [[State the ADR body you use, or that you do not currently subscribe to one.]]

Customers in the European Union can also get free advice from the European Consumer Centre in their country.

Model Cancellation Form

(Schedule 3, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Complete and return this form only if you wish to withdraw from the contract.)

To: Speciale Meubles, 5 Mercer Avenue, Swanscombe, DA10 1BG, United Kingdom — connect@specialemeuble.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

• Ordered on [*] / received on [*]: ......................................
• Order number: ......................................
• Description of goods: ......................................
• Name of consumer(s): ......................................
• Address of consumer(s): ......................................
• Signature of consumer(s) (only if this form is notified on paper): ......................................
• Date: ......................................

[*] Delete as appropriate.