Returns Policy

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise this right, email online@onlineand.direct within 14 days of receiving your order, quoting your order number.

Returning Your Order

Once you have notified us, you have a further 14 days to return the goods. You are responsible for the cost of return unless the item is faulty or incorrectly sent. Items must be returned in original condition and packaging where possible. For large items, contact us to arrange collection.

Refunds

Once we receive and inspect the returned item, we will process your refund within 14 days to your original payment method. We will refund the full product price and standard delivery costs on full order cancellations. Express delivery upgrades are non-refundable.

Faulty or Damaged Goods

If your item arrives damaged or develops a fault within 30 days, you are entitled to a full refund or replacement. Email online@onlineand.direct immediately with your order number and photos.

Made-to-Order and Custom Items

Upholstered headboards, made-to-order divans, and custom furniture cannot be returned unless faulty. This does not affect your statutory rights.

Mattresses

For hygiene reasons, mattresses cannot be returned once packaging has been opened unless faulty. Please inspect before opening.

How to Start a Return

Email online@onlineand.direct with your order number, item, and reason. We respond within 2 working days. Do not send items back without prior authorisation.