Refund policy

Returns & Refund Policy

Returns & Return Instructions


We accept returns within 14 calendar days of delivery, in line with the UK Consumer Contracts Regulations.

To ensure a smooth process, please read the following return conditions carefully:

  • Standard-sized items: 
    You may return standard items (under 30 kg) within 14 days of delivery.
    Items must be unused, in original condition and packaging.
    Unless the item is faulty, the buyer is responsible for return shipping costs.Please use tracked shipping and keep proof of return.
  • Large or heavy items (e.g. beds, furniture over 30 kg):
    Oversized items cannot be returned via standard courier services.
    If you wish to return such an item due to a change of mind, please contact us to arrange collection.
    In these cases, the buyer is responsible for return transport costs, which will be deducted from the refund amount.
    The item must be returned in original, unused condition with all parts and packaging.

  •  Assembled products:
    Once an item has been assembled, it cannot be returned, unless it is faulty or not as described.
    Assembly typically causes visible and permanent marks (e.g. screw holes, pressure marks) that affect resale.
    If unsure about keeping the item, do not assemble it.

  •  Faulty, damaged or incorrect items:
    Please contact us within 48 hours of delivery if the item is damaged or incorrect.

Important notes:

How to Initiate a Return

All returns must be authorised in advance. To initiate a return, please contact us at sale@phantomfurniture.co.uk. 

Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect so that we can resolve the issue as soon as possible.

Custom-made or personalised items are not eligible for return unless they arrive faulty.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalized furniture.

  • Furniture that has already been assembled.

  • Products purchased on clearance or as part of a final sale.

If you have any concerns regarding a specific item, please reach out to us before making a purchase.

Exchanges

If you wish to exchange an item, the fastest way is to return your original product (as per the conditions above) and make a new purchase separately once the return is approved.

UK Consumer Rights & 14-Day Cancellation Policy

In compliance with UK Consumer Contracts Regulations 2013, customers within the UK have the right to cancel or return their order within 14 days of receiving the goods, without needing to provide a reason. As stated above, items must be unused, in their original condition, and returned with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, you will receive a refund via your original payment method within 10 business days.

Bespoke, Upholstered and Made-to-Order Furniture

Please note that all sofas, upholstered items, hard furniture (such as wardrobes, chests of drawers, or cabinets), and beds—including Murphy beds—manufactured in a selected colour, finish, or configuration are considered bespoke or made-to-order goods. In the event of a cancellation or return, a 20% deduction will be applied to the refund amount to cover production and material costs incurred. This deduction applies even if the item has not yet been delivered.

By placing an order for a customised sofa or upholstered item, the customer acknowledges and accepts these terms.

If you do not receive your refund within 15 business days after approval, please contact us at sale@phantomfurniture.co.uk, and we will investigate the delay.

For any further questions, feel free to reach out to us. We are happy to assist you!