Cancellations & Returns

Can I cancel my order before delivery?

 Items ordered from Stock:

• If the item you ordered was from our held stock you can cancel your order up to 2 days before its scheduled delivery, for a full refund
• If however you cancel your order within 2 days of its scheduled delivery, we reserve the right to charge you for a failed delivery at £69 

Bespoke Items*, Made to Order, Special Order or Non-stocked Items:

• If the item you have ordered is not from our held stock, we would have commissioned a supplier to make the item especially for you, so therefore falls outside of the Consumer Contracts Regulations
• In these circumstances we will do our absolute best to cancel the order with the supplier but if we are unable to do so (because for example, the item has already gone into production), unfortunately we will not be able to accept a cancellation
• However, at the managers discretion & depending upon the item, we may be able to allow a cancellation but you would be required to forfeit 40% of the cancellation order value, to cover the costs borne by the company

Can I return my order after delivery?

 Items ordered from Stock:

• If the item you have ordered is from our held Stock, it falls within the Consumer Contracts Regulations

• You can therefore return your item within 14 days of it being delivered, for a full refund (including the delivery charge)

• There is however a reasonable collection fee (per the matrix below) if you wish for us to collect the goods

Bespoke Items*, Made to Order, Special Order or Non-stocked Items:

• If the item you have ordered is not from our held stock, we would have commissioned a supplier to make the item especially for you, so therefore falls outside of the Consumer Contracts Regulations
• In these circumstances, cancellations will not usually be accepted, however, at the managers discretion & depending upon the item, we may be able to allow a cancellation but you would be required to forfeit 40% of the cancellation order value, to cover the costs borne by the company

For health & hygiene reasons we are not able to accept returns on the following items, unless unopened & sealed in original packaging (or faulty) :– Mattresses, Mattress Toppers or Protectors, Duvets & Pillows

 Upon receipt of your goods and after inspection to ensure they are in perfect condition, we will process your refund as soon as possible but no later than within 14 days

 For further information, please contact our Customer Services team and they will be happy to assist you on 0333 200 1552 (Mon to Fri 9.00am to 4.30pm) or customerservice@leelonglands.com

Bespoke Items* - these are items which we do not hold in stock, which have been customised specifically for you. Typical examples are when you select a fabric or leather, wood finish, specific feet or specific dimensions

Collection Fee Matrix

Faulty Goods:

• In the unlikely event that your goods are faulty, please contact our Customer Services Team within 7 days on 0333 200 1552 (Mon to Fri 9.30am to 5.30pm) or customerservice@leelonglands.com 

Complaints:

• If you are not entirely satisfied with your purchase or buying experience, please contact our Customer Services Team on 0333 200 1552 (Mon to Fri 9.00am to 4.30pm) or customerservice@leelonglands.com

 Furniture Ombudsman:

• To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, The Lee Longland Group (incorporating Lee Longlands, Vineys of Abingdon & Furniture Barn) is a registered full member of the Furniture Ombudsman. The Furniture Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Furniture Ombudsman and how to use their service, visit www.thefurnitureombudsman.org or telephone 0845 653 2064.

 This does not affect your Statutory Rights