Returns & Cancellations

Last updated: June 2026

1. Your 14-day right to cancel

You may cancel your order within 14 days of the day you receive your goods. You do not need to give a reason.

To cancel, contact us by:

• Email: sales@twelvetreefurnishings.co.uk
• Phone: 0114 273 7805 (Mon–Fri 9am–5:30pm, Sat 9am–5pm)
• Post: 182–192 Infirmary Road, Sheffield, S6 3DH

Please include your order number and contact details so we can process your cancellation promptly.

2. Returning the goods

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Goods must be returned in their original condition and, where possible, original packaging.

Return delivery costs: Unless the goods are faulty, not as described, or we have agreed otherwise, you are responsible for the cost of returning them. We recommend using a tracked delivery service as we cannot be responsible for goods lost or damaged in transit back to us.

If you would like us to arrange collection, please contact us — a collection charge may apply.

3. Refunds

Once we receive the returned goods and confirm they are in satisfactory condition, we will issue a full refund (including the original standard delivery charge if applicable) within 14 days. Refunds are made to the original payment method.

We may reduce the refund to reflect any reduction in value of the goods if the reduction is the result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Faulty or incorrect goods

If your goods arrive damaged, faulty, or are not as described, please contact us within 30 days of delivery. We will arrange a replacement, repair, or full refund at no cost to you. This does not affect your statutory rights under the Consumer Rights Act 2015.

5. Flooring and made-to-measure items

Flooring that has been cut to a specific size and carpet that has been cut from a roll are exempt from the 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations (goods made to a consumer’s specifications or clearly personalised). We will make this clear to you before confirming any such order.

6. Contact

For any returns or cancellation queries: sales@twelvetreefurnishings.co.uk or 0114 273 7805.