Returns Policy

 

Returns Policy (Internet Sales)

We hope you will be happy with your purchase. Once you have received your goods we encourage you to phone or email us with any queries you may have. However, if you have bought over the internet, we will provide a refund or reselection to another product from our ranges if the product you have selected is found to be unsuitable within 7 working days following delivery, providing the product is returned in it's original packaging, in 'as new' condition, unmarked and all polyutherane and board packaging un-opened. If you are returning goods please email us, telling us you are returning the goods and why. Beds or mattresses will not be accepted for return if the product has been unwrapped or used. Items ordered specially for you and not normal stock items will not be accepted for return.

Once goods have been returned in the original undamaged packaging, a refund to the card used to make the purchase will be made. We do not charge for collection of items which are faulty or damaged, but a collection/return charge of the greater of 25% of the item value or £60 will be made where items are unwanted, do not fit or when examined upon return found to be undamaged or not faulty.

 

How to Complain

We strive to always offer a great level of service. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at info@houseofreeves.co.uk or write to us at:-

House of Reeves, Reeves Corner, Croydon, CR91QS

Telephone: 0208 688 3136 (calls to this number are charged at the relevent rate charged by your supplier.

We will usually respond to your complaint within three working days but if we can’t then we’ll write to acknowledge your complaint and tell you what happens next. We’ll keep you informed of our investigation into your complaint and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers) or 020 7964 1000 (calls using Relay UK).

Website address: https://www.financial-ombudsman.org.uk/

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.