Refund policy

This Return and Refund Policy sets out the terms and conditions under which M&H agrees to accept the return of, and where applicable, issue a refund for, luxury sofa orders purchased through www.mandhliving.co.uk. For the purposes of this Policy, “we,” “our,” or “us” shall refer to M&H Living, and “you” or “the customer” shall refer to the individual or entity placing an order with us.

By placing an order through our website, you agree to be bound by the terms and conditions outlined within this Return and Refund Policy.

Key Terms and Definitions

For the purpose of maintaining clarity and consistency throughout the return and refund process, the terminology used within this policy shall be interpreted as set out below:

Products

For the purposes of this Policy, “Products” shall mean the luxury sofas offered for sale by M&H Living through www.mandhliving.co.uk, including all made-to-order and non-customised sofa designs, together with any associated configurations, finishes, and upholstery options made available at the time of purchase.

Assembly Service

“Assembly Service” shall denote an optional service provided by M&H Living, under which our delivery team will deliver the sofa to the customer’s specified room of choice and undertake the complete assembly of all components, ensuring the product is fully installed and ready for use.

Standard Products

“Standard Items” shall mean all sofas offered by M&H Living, irrespective of the selected fabric, colour, or finish, where no bespoke sizing or dimensional alterations have been requested.

Made-to-Order / Bespoke Items

“Made-to-Order” or “Bespoke Items” shall refer to sofas that are manufactured in accordance with specific customer requirements, including but not limited to customised dimensions or configurations. Such items are individually crafted and are therefore subject to bespoke terms and conditions.

1. Legal Rights of the Customer

Nothing within this Policy shall affect or limit the statutory rights afforded to you under applicable United Kingdom consumer protection legislation. Such rights shall, at all times, take precedence over the provisions set out herein.

  1. The Right To Order Modification

The customers may request to modify your order within forty-eight (48) hours of placing it. Any such request must be submitted within this timeframe. Once an order has entered the processing or production stage, M&H Living shall have no obligation to accept or implement any modifications, and the fulfilment of such requests cannot be guaranteed.

  1. The Right To Order Cancellation 

A customer may cancel the order without incurring any charges within forty-eight (48) hours of order confirmation. This provision applies to both standard and made-to-order luxury sofas.

  1. Right to Cancellation Prior to Dispatch

Orders for standard items may be cancelled at any time prior to dispatch without charge. However, bespoke or made-to-order luxury sofas are not eligible for cancellation free of charge beyond the initial forty-eight (48) hour period. Any such cancellation may result in a partial charge to cover costs incurred in production.

  1. Right to Cancellation on the Scheduled Delivery Date

Orders for standard items may be cancelled on the scheduled delivery date, provided that delivery has not yet been completed. In such cases, any shipping or delivery charges incurred will remain payable by the customer. Bespoke or made-to-order luxury sofas are not eligible for cancellation on the scheduled delivery date, except where the item is found to be faulty, damaged, or not in accordance with the agreed specifications. 

  1. The Right to Return Items/Replace Parts

Customers have the right to return eligible items in accordance with the terms and conditions set out in this Return Policy.

1. The Right to Return Items During the 30-day Trial Period

In order to provide assurance and confidence in your purchase, selected products may be covered by a thirty (30) day trial period commencing from the date of delivery. During this period, you may inspect and evaluate the product.

Prior to authorising any return or issuing a refund, M&H Living reserves the right to carry out a thorough inspection of the returned item to assess its condition. This assessment may include, but shall not be limited to, evaluation for excessive or improper use, damage arising from misuse, and overall cleanliness. No return or refund shall be approved unless the product is found to meet these acceptable standards.

  1. Items Eligible for 30-Day Trial

Within thirty (30) days of delivery, you may request a return or resolution where the product is found to be:

  • Damaged upon delivery or initial inspection

  • Not as described at the time of purchase

  • Affected by manufacturing faults or defects

In such circumstances, M&H Living shall review the matter and determine an appropriate resolution, which may include repair, replacement, or approval of a return.

  1. Items Not Eligible for 30-Day Trial
1. Returns for Non-Defective Items

Returns requested during the trial period for reasons including, but not limited to:

  • Change of mind or personal preference

  • The product no longer being desired

  • Incorrect size, configuration, or specification selected by the customer

shall not be eligible for return where the product is as described and free from defects.

2.  Returns for Bespoke Products

Bespoke or customised luxury sofas are excluded from the thirty (30) day trial period. As these items are manufactured in accordance with individual customer specifications, they are not eligible for return unless they are proven to be:

  • Damaged upon delivery

  • Faulty due to manufacturing defects

  • Materially inconsistent with the confirmed order specifications

Returns shall not be accepted on the basis of change of mind or where the product cannot be accommodated within the delivery premises, including access limitations. It remains the sole responsibility of the customer to ensure that all measurements, access points, and specifications are suitable prior to delivery.

Upon acceptance and completion of delivery, no return, claim, or dispute shall be considered unless it relates to verified damage, defect, or non-conformity with the agreed order.

Important Note: Evidence of any damage or defect must be provided to M&H Living for assessment. Upon receipt, our team shall review the information submitted and determine the appropriate course of action in accordance with the terms of this Policy.

2. The Right to Replacement Under the Warranty Period

All eligible luxury sofas supplied by M&H Living are covered by a ten (10) year frame warranty against manufacturing defects and structural faults, subject to normal domestic use.

This extended warranty applies solely to the internal frame and does not extend to components such as cushions, fillings, upholstery, or coverings, which are subject to natural wear and tear. It applies strictly to manufacturing defects and structural issues. It does not cover damage resulting from misuse, accidental impact, improper handling, inadequate maintenance, or normal wear and tear over time.

2. Exceptions to Customer Rights

  • The customer shall not have the right to cancel bespoke or made-to-order luxury sofas after forty-eight (48) hours from the time of order confirmation.

  • The customer shall not have the right to return bespoke or customised products on the scheduled delivery date, except where the item is confirmed to be damaged, faulty, or materially inconsistent with the agreed order specifications.

  • Bespoke or customised luxury sofas are excluded from the rights afforded under the thirty (30) day trial period.

Customer-First Commitment

All policies outlined above are established to ensure fairness, transparency, and clarity throughout your purchasing journey with M&H Living. These terms are carefully designed to uphold the highest standards of product quality and service delivery, while providing customers with a consistent, reliable, and trustworthy experience. 

Returns Inspection and Refund Determination Policy

Upon receipt of any returned luxury sofa, M&H Living shall initiate a thorough inspection process conducted by its designated Returns Inspection Team. This process is undertaken to assess the condition of the returned item and to verify the circumstances under which the return has been requested.

The inspection shall include, but shall not be limited to, the following assessments:

  • A detailed evaluation of any physical damage, wear, defects, or alterations to the product.

  • Verification of the stated reason for return against the actual condition of the item received.

  • An assessment of whether the product has been subject to misuse, negligence, improper handling, or any form of intentional damage by the customer or any third party following delivery.

Following completion of the inspection, M&H Living shall, at its sole discretion and in accordance with this policy, determine the eligibility of the return and the appropriate refund outcome. Such determination may result in one of the following:

  • Full Refund – Where the returned sofa is received in a condition consistent with the return eligibility criteria, with no evidence of misuse, damage, or alteration.

  • Partial Refund – Where the item exhibits signs of damage, wear, or misuse that has affected its resale value or condition.

  • No Refund – Where the item is found to be ineligible for return, or where there is evidence of significant misuse, negligence, or intentional damage.

The inspection process may require up to 10 working days from the date on which the returned item is received at our facility. Upon completion of the inspection and confirmation of the refund outcome, any approved refunds shall be processed and issued within 14 working days from the date of receipt of the returned item.

Note: M&H Living reserves the right to make the final and binding determination regarding all refunds based on the findings of the inspection, in accordance with this policy and the broader Terms and Conditions applicable to returns and refunds for luxury sofas.

Product Information & Images

  • M&H Living endeavours to provide accurate and detailed representations of all luxury sofas, including comprehensive descriptions, specifications, and key dimensions, in order to assist customers in making informed purchasing decisions.

  • Notwithstanding the foregoing, all images displayed on the website are provided for illustrative purposes only. Variations in colour, texture, and finish may occur due to differences in screen settings, device displays, lighting conditions, and the surrounding environment.

Note: Customers are strongly advised to request free fabric samples prior to placing an order where there is any uncertainty regarding colour, texture, or finish.

Compliance of Laws

M&H Living operates in full compliance with all applicable United Kingdom consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, as well as relevant provisions governing made-to-order and bespoke furniture.

How to Request a Return?

To initiate a return or report any issue, kindly contact our support team and provide your order details: 

📧 handmlivingbradford@gmail.com

📞 +44 07546 400292

Our team will guide you through the full process and ensure you receive clear instructions on the next steps to be followed.

FAQs

1. Can I cancel my order after placing it?
Orders may be cancelled free of charge within forty-eight (48) hours of confirmation. After this period, cancellation rights may be restricted, particularly for made-to-order or bespoke sofas.

2. Can I modify my order after it has been placed?
Order modifications may be requested within forty-eight (48) hours of placement. Once the order has entered production or processing, amendments may not be guaranteed.

3. Are bespoke or made-to-order sofas refundable?
Bespoke and made-to-order sofas are non-refundable after the initial forty-eight (48) hour cancellation window, except where the item is faulty, damaged, or does not conform to agreed specifications.

4. What happens if my sofa arrives damaged or faulty?
If your sofa arrives damaged or defective, you must notify M&H Living promptly with supporting evidence. The matter will be assessed, and a suitable resolution may be offered, including repair, replacement, or refund.

5. How are refunds determined?
All returned items undergo inspection. Depending on condition and eligibility, refunds may be issued in full, partially, or not at all, based on findings such as damage, misuse, or non-compliance with return conditions.

6. How long does the refund process take?
Inspection may take up to 10 working days upon receipt of the returned item. Approved refunds are typically processed within 14 working days thereafter.

7. How do I request a return?
You may initiate a return by contacting our support team with your order details:
📧 handmlivingbradford@gmail.com
📞 +44 07546 400292