Returns, Refunds & EU Withdrawal Policy

You have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason. For orders delivered in multiple shipments, the 14-day period runs from receipt of the last item. Once you notify us of withdrawal, you have a further 14 days to return the goods.

To withdraw, use the Withdraw from Contract button on the relevant order page, contact us via live chat, call +44 (0) 1865 692 194, or email us via our website. You may also use the model withdrawal form included with your order confirmation email, but this is not required. Any clear statement of your decision to withdraw is sufficient.

The Withdrawal Button is provided in accordance with Directive (EU) 2023/2673 to make withdrawal straightforward. You will receive automatic confirmation by email with a record of your withdrawal declaration, the date and time it was received, and return instructions. If the Withdrawal Button is not available or functional when required, your withdrawal period may be extended to 12 months and 14 days from receipt of the goods.

Customers can use the order status page to cancel or amend their order before dispatch, or request a return once their order has been received. If you wish to withdraw before dispatch, contact us as soon as possible. We can cancel your order free of charge up to the point of dispatch. If the item has already been dispatched or is in transit, your withdrawal right still applies, but return shipping costs for non-faulty items are your responsibility.

You may inspect goods as you would in a shop, including opening the outer transit packaging and checking colour, finish, dimensions, and whether the item matches its description. If goods are handled beyond what is necessary to establish their nature, characteristics, and functioning, we may make a proportionate deduction from your refund for diminished value under Article 14(2) of the EU Consumer Rights Directive.

To receive a full refund, items should be returned in original, unused condition, in original packaging, unassembled, unmodified, undamaged, complete with all parts, fittings, fixings, and accessories, and within the applicable return window.

• Full refund: item returned in original, unused condition, in original packaging, unassembled, unmodified, undamaged, and complete with all parts and accessories. The outer transit box may be opened for inspection.
• Tier 1 — 20% deduction: item is resaleable at outlet level, for example opened inner product packaging, minor handling marks, light cosmetic blemishes, partial assembly then disassembly with no damage or missing parts, damaged/missing original packaging with the item itself in good condition, or minor scuffs consistent with brief handling.
• Tier 2 — 80–100% deduction: item is not resaleable or has significantly reduced value, for example full assembly and use in the home, significant scratches, dents, staining, signs of extended use, missing parts or fixings, use outdoors when designed for indoor use, or modification, painting, or alteration.

Items that have been assembled, partially assembled, or used can still be returned within the statutory withdrawal period. The condition of the goods affects the refund amount, not your statutory right to withdraw.

Before returning any item that has been opened, handled, or assembled, we strongly recommend sending clear photographs via live chat or email. Please show the item from multiple angles, any marks or damage, and the packaging. We aim to respond within 2 working days with a good-faith pre-assessment of the likely deduction. The final deduction is confirmed after warehouse inspection, but we will not apply a deduction greater than the pre-assessed tier without contacting you first.

For hygiene reasons, mattresses and other hygiene-sealed goods may only be returned if the original hygiene seal remains intact and unopened. Once the seal is broken, we cannot accept a return unless the item is faulty, not as described, or your statutory rights apply. This exclusion is permitted under Article 16(e) of the EU Consumer Rights Directive.

The following are not eligible for withdrawal under this policy unless faulty or your statutory rights apply: mattresses or hygiene-sealed items with broken seals; items made to your specifications or clearly personalised; items not purchased directly from laurajamesfurniture.com; outlet or sample sale items subject to separate terms; and items returned after the applicable withdrawal window has expired.

If you withdraw within the 14-day statutory period, we will refund the delivery charge you paid up to the cost of our standard delivery option, in line with Article 13(2) of the EU Consumer Rights Directive. Premium or upgraded delivery costs are non-refundable. For example, if standard delivery is €9.99 and you paid €29.99 for premium delivery, your delivery refund will be €9.99.

For change-of-mind returns, you are responsible for return shipping costs. We recommend using a tracked and insured service, especially for furniture. If your item is faulty, not as described, damaged on arrival, or incorrect, we will arrange collection at no cost to you.

• Notify us within 14 days of receiving your order using the Withdrawal Button, live chat, email, or telephone. We will issue a Returns Merchandise Authorisation (RMA) number.
• Provide your order reference, receipt, or other proof of purchase.
• Before repackaging, send clear condition photographs showing the product, any damage or marks, the packaging, and each return box with the RMA number clearly written on it.
• Securely repackage the item in its original packaging and write the RMA number clearly on each box. If the RMA number is missing, we cannot process your return or issue a refund.
• Return the item to: AGTC Ltd., DC8, Dirft Drive, Crick, Northampton, NN6 7GZ.

Once we receive your return, we will inspect it and confirm whether any diminished value deduction applies. Refunds are processed to your original payment method. Funds usually appear within 5 to 10 working days after processing, depending on your bank or card provider.

We will reimburse eligible refunds without undue delay and no later than 14 days from the day we are informed of your withdrawal, in line with Article 13(1) of the EU Consumer Rights Directive. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

• Original condition within statutory period: full refund to original payment method.
• Tier 1 diminished value: refund less 20% deduction.
• Tier 2 diminished value: refund less 80–100% deduction, depending on condition.
• Faulty, damaged on arrival, or wrong item: full refund including eligible delivery charges, or another remedy where applicable.

If you have not received your refund, first check