Returns and Refunds

Last updated: 16 September 2025

We aim to make returns straightforward and fair. This policy explains your rights and how to return an item.

1. 30-Day Money-Back Guarantee

You can return most products within 30 days of delivery.

  • Items must be unused, in their original packaging, and in re-saleable condition.
  • Proof of purchase is required.

2. How to Start a Return

  1. Contact us: email sales@londonpoint.co.uk with your order number and reason for return.
  2. Assessment: for damaged/faulty items we may request photos/videos.
  3. Return or collection: once approved, we’ll send instructions or arrange courier collection.

3. Refunds

  • Refunds are issued to the original payment method.
  • We process refunds within 3–5 working days after inspection of the returned item. Your bank/card issuer may take additional time to post the funds.

4. Return Costs

For change-of-mind (non-faulty) returns, you are responsible for return costs or collection fees:

  • Small items: £10–£30
  • Large items: £30–£75

For faulty/damaged items, return or replacement is provided at no additional cost.

5. Damaged or Faulty Items

  • Report damage or faults within 48 hours of delivery and before installation.
  • We’ll offer a free repair or replacement. If that is not possible, we will issue a full refund.

6. Exceptions (Non-returnable unless faulty)

  • Bespoke, hand-crafted, made-to-order, personalised, clearance, or bulk orders (3+ units), unless we delivered an incorrect item.
  • Mattresses, bedding, and other close-contact items once opened or used.

7. Right to Cancel (UK/EU Consumers)

You have a legal right to cancel most online purchases within 14 days of delivery without giving any reason. To cancel, contact us within 14 days. You then have a further 14 days to return the goods. We will refund the price paid (including the least expensive standard delivery option). You are responsible for return shipping for change-of-mind cancellations.

8. Important Notes

  • Returns without prior authorisation may be delayed.
  • All returns must be securely packaged to avoid damage in transit.
  • For large items, ensure safe and accessible conditions for courier collection.