Refund policy
This Return & Refund Policy explains how M&H Living handles order changes, cancellations, returns, damaged or faulty products, refunds and related customer claims.
Nothing in this policy limits or removes any statutory consumer rights available under applicable United Kingdom law. Where a statutory right provides greater protection than an M&H policy term, the statutory right takes precedence.
1. Key Definitions
Standard Products
A standard product is a sofa ordered using the sizes, fabrics, colours and configurations already offered as standard options by M&H for that product.
A standard sofa may still be produced after an order is placed. The fact that a sofa is made to order does not, by itself, make the product bespoke.
Bespoke Products
A sofa is treated as bespoke where a customer requests an alteration outside the standard product specification, such as a different sofa length, or requests an upholstery fabric that is not part of the standard options offered for that product.
Sizes, fabrics, colours and configurations already shown as selectable product options are standard choices and are not treated as bespoke simply because the sofa is produced after the order is placed.
2. Order Modifications
Customers may request a change to an order within 48 hours of placing the order.
M&H will review the requested change, but a modification cannot be guaranteed once processing or production has started.
A modification request that changes the order outside the product's standard options may also change the classification of the order. For example, a requested non-standard sofa length or non-standard upholstery fabric may result in the product becoming bespoke.
3. M&H 48-Hour Cancellation Policy
M&H allows an order to be cancelled without an M&H cancellation charge within 48 hours of order confirmation.
This 48-hour policy is an M&H operational cancellation provision. It does not replace or restrict any statutory cancellation right that may separately apply to the order.
Cancellation of Bespoke Orders After 48 Hours
Where a sofa is genuinely bespoke because a non-standard dimensional alteration or non-standard fabric has been specifically requested, cancellation may be restricted once the initial 48-hour period has passed and production costs have been incurred.
Any cancellation charge or deduction will be considered in accordance with the circumstances of the order, applicable law and costs reasonably incurred.
4. Statutory Cancellation Rights for Standard Online Orders
Customers purchasing standard products online may have separate cancellation rights under UK distance-selling law.
Where those rights apply, a customer can generally cancel a standard distance-sale order without giving a reason within the statutory cancellation period.
Selecting a size, fabric, colour or configuration from the standard options offered by M&H does not automatically remove those rights merely because the sofa is manufactured after the order is placed.
Genuine bespoke products made to an individual non-standard specification may be treated differently under applicable law.
Return arrangements, return costs and refunds following a statutory cancellation will be handled in accordance with applicable consumer law and the information provided to the customer before purchase.
5. M&H 30-Day Return Policy
Where the M&H 30-day policy applies, the period begins on the date the product is delivered.
The 30-day M&H policy is intended for eligible issues involving product damage, non-conformity or manufacturing faults. It should not be confused with any separate statutory cancellation right that may apply to a standard online order.
Eligible 30-Day Claims
Within 30 days of delivery, a customer may request a return or other resolution where the product is:
- damaged upon delivery or initial inspection;
- not as described at the time of purchase; or
- affected by a manufacturing fault or defect.
M&H will assess the reported issue and determine the appropriate resolution in accordance with the circumstances and the customer's legal rights.
Depending on the issue, the resolution may include repair, replacement or an approved return.
Free Return for an Eligible 30-Day Return
Where M&H approves a product for return under the M&H 30-day policy, the eligible return will be arranged without a return charge to the customer.
Customers should not arrange or send a return independently. M&H will provide the relevant return instructions after the claim has been reviewed.
6. What Is Not an Eligible Claim Under the M&H 30-Day Policy?
Where the product is as described and free from defects, the following are not treated as eligible claims under the separate M&H 30-day fault and return policy:
- change of mind or personal preference;
- the product no longer being wanted;
- an incorrect standard size selected by the customer;
- an incorrect configuration selected by the customer;
- an incorrect specification selected by the customer; or
- inability to accommodate the sofa because room or access measurements were not suitable.
This section explains eligibility under the M&H 30-day policy. It does not remove any statutory cancellation right that may separately apply to a standard online order.
7. Bespoke Products and the 30-Day Policy
Genuine bespoke sofas are excluded from the normal M&H 30-day return policy where the customer simply no longer wants the product or the agreed bespoke specification is no longer suitable.
A bespoke product can still be reported where it is:
- damaged upon delivery;
- affected by a manufacturing fault or defect; or
- materially inconsistent with the specification agreed with M&H.
Being bespoke does not remove a customer's rights where the product is faulty, damaged or does not conform to the agreed specification.
8. Incorrect Size, Room Fit and Access
Customers are responsible for checking the published sofa dimensions against the available room space and access route before ordering.
This includes entrances, doorways, hallways, staircases, landings, lifts and the intended final position of the sofa.
Where a customer selects an incorrect standard size or configuration and the sofa is otherwise as described and defect-free, that issue is not an eligible fault claim under the M&H 30-day policy.
This does not affect any separate statutory cancellation right that applies to the transaction.
M&H sofas are handmade. Finished dimensions may therefore vary slightly from published measurements as a result of normal manufacturing tolerances.
9. Reporting Damage or a Fault
Customers should report delivery damage, a manufacturing fault or any other product issue to M&H as soon as reasonably possible.
Please provide:
- your order number or purchase details;
- the sofa model;
- a description of the issue;
- clear photographs or video where appropriate; and
- any other information reasonably requested to assess the claim.
Evidence enables M&H to establish the nature of the issue and the appropriate next step.
10. Inspection of Returned Products
M&H may inspect a returned sofa to confirm the reason for return and assess its condition.
An inspection may consider:
- physical damage or defects;
- the reason stated for the return;
- signs of misuse or improper handling;
- alterations made after delivery;
- excessive or inappropriate use; and
- other factors relevant to return eligibility.
M&H will determine the outcome in accordance with this policy, the evidence available and the customer's statutory rights.
Where legally permitted, the condition of a returned product may affect the amount refunded, particularly where damage or diminished value was caused after delivery and is unrelated to the original complaint.
11. Refunds
Where a refund is approved, M&H will process the refund using the appropriate method and within the time required by applicable law.
Where an inspection is required for a non-statutory M&H policy claim, M&H aims to complete the assessment as promptly as reasonably possible after receiving the returned item.
Statutory cancellation refunds and faulty-goods remedies will always be handled within the applicable legal requirements and are not delayed by any longer internal policy timeframe.
12. Repair, Replacement and Return Are Different Remedies
Reporting a fault does not automatically mean that the complete sofa will be returned or refunded.
Depending on the circumstances and the customer's legal rights, an appropriate resolution may include repair, replacement of a product or part, an approved return or a refund.
M&H will explain the proposed resolution after assessing the reported issue.
13. 10-Year Frame Warranty
Eligible M&H sofas are also covered by a separate 10-year commercial warranty on the internal frame against manufacturing defects and structural faults under normal domestic use.
The 10-year frame warranty does not extend to cushions, fillings, upholstery or coverings. It also excludes damage resulting from misuse, accidental impact, improper handling, inadequate maintenance and normal wear.
Electrical components and sofa mechanisms do not carry a separate M&H commercial warranty.
Where a commercial frame-warranty claim is accepted, the affected covered part is replaced rather than the entire sofa being automatically replaced.
Warranty-claim shipment or return costs are handled separately from eligible free returns under the M&H 30-day policy. Under the commercial warranty, the customer is responsible for the applicable shipment or return cost where M&H requires a product or affected part to be sent, subject always to statutory consumer rights.
Read the full M&H Sofa Warranty
14. Product Information, Images and Fabric Samples
M&H aims to provide accurate product descriptions, specifications and published dimensions to help customers make an informed decision.
Product images are intended to represent the product as accurately as reasonably possible, but colour and surface appearance can vary because of screen settings, lighting and the surrounding environment.
Customers who are uncertain about upholstery colour or texture are encouraged to request a physical fabric swatch before ordering.
15. How to Request a Return or Report a Problem
Do not send a sofa or sofa part back before contacting M&H. The team will first review the request and provide the appropriate return, inspection or claim instructions.
Email: support@mandhliving.co.uk
Phone: 07546 400292
You can also use the M&H Living Contact page.
16. Statutory Rights
This policy provides M&H operational and commercial terms in addition to the rights provided by law.
Nothing in this Return & Refund Policy is intended to exclude, restrict or reduce rights relating to faulty goods, goods that are not as described, statutory cancellation rights or any other protection that cannot lawfully be excluded.