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 commercial provision. It does not replace or restrict the 14-day cancellation right for standard online orders set out in Section 4.
Cancellation of Bespoke Orders After 48 Hours
A bespoke sofa is made to your own specification, as described in Section 1. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to the consumer's specifications are not covered by the 14-day cancellation right.
If you ask to cancel a bespoke order after the 48-hour period, M&H will consider the request. Where we agree to the cancellation, we may deduct the costs we have reasonably incurred for that order, such as materials ordered or cut and work already completed, and we will tell you the amount before the cancellation is confirmed.
4. 14-Day Cancellation Right for Standard Online Orders
This section applies to standard products bought online, by telephone or by email, as defined in Section 1. It does not apply to bespoke products, which are made to your specifications.
Your Right to Cancel
You have the right to cancel your order without giving any reason. You can cancel at any time from placing your order until the end of 14 days after the day on which the sofa comes into your physical possession, or into the possession of someone you name to receive it, other than the delivery driver.
If your order contains more than one item and they are delivered on different days, the 14 days run from the day after the last item is delivered.
Choosing a size, fabric, colour or configuration from the standard options shown on the product page does not make an order bespoke, and it does not remove this right because the sofa is made after you order it.
How to Cancel
To cancel, tell us clearly that you have decided to cancel, before the 14-day period ends. You can email support@mandhliving.co.uk, write to us at the address in Section 17, or use our contact page. You may use the model cancellation form in Section 17, but you do not have to.
Cancelling Before Delivery
If you cancel before your sofa has been delivered, we will refund everything you have paid, and no collection charge applies.
Collection of the Sofa After Delivery
Because a sofa cannot normally be returned by post, M&H will collect it from the mainland UK address it was delivered to. Please do not send the sofa back yourself. We will contact you to agree a collection date.
By placing an order, you agree that if you cancel after delivery, you will pay a collection charge towards the cost of M&H collecting the sofa. The charge is 15% of the price of each item collected, up to a maximum of £300 per order. For example, the charge for a £1,000 sofa is £150, and the charge never exceeds £300 for the whole order. We will deduct it from your refund. No other return or restocking charge applies.
Until the sofa is collected, please keep it with reasonable care and make it available for collection on the agreed date.
Condition of the Sofa
You may handle and inspect the sofa in the way you would be allowed to in a shop. If the sofa has lost value because it has been handled or used beyond that, we may reduce your refund to reflect the loss in value, up to the price you paid. This does not apply if you have only examined the sofa as you would in a shop.
Paid Expert Assembly Service
If you asked for the paid Expert Assembly Service and it has been carried out before you cancel, we may deduct a proportionate amount for the service you received, as permitted by regulation 36 of the Consumer Contracts Regulations.
Your Refund
We will refund the price you paid for the sofa and any standard delivery charge, less the collection charge where it applies. Standard delivery to mainland UK is free.
We will make the refund without undue delay, and no later than 14 days after the day you tell us you are cancelling. We will use the same payment method you used to pay, unless you expressly agree otherwise, and we will not charge you a fee for the refund.
Exchanging a Standard Sofa
If you would prefer a different standard sofa instead of a refund, contact us within the same 14-day period. We will handle the exchange as a cancellation under this section together with a new order. The collection charge in this section applies, and the new sofa is charged at its price on the day you place the new order.
Faulty or Damaged Products
This 14-day cancellation right is separate from your rights for products that are damaged, faulty or not as described, set out in Section 5. Returns accepted under Section 5 are collected free of charge.
5. M&H 30-Day Return Policy for Damaged, Faulty or Not-as-Described Products
This section explains how M&H handles products that are damaged, faulty or not as described. It sits alongside your rights under the Consumer Rights Act 2015, which require goods to be of satisfactory quality, fit for purpose and as described.
Your Rights Within 30 Days of Delivery
If your sofa is damaged on delivery, faulty, or not as described, you are entitled to reject it within 30 days of delivery and receive a full refund. Instead of rejecting it, you may ask for a repair or a replacement.
Your Rights After 30 Days
If a fault appears after 30 days, you are entitled to a repair or replacement. If a repair or replacement is not possible, is not carried out within a reasonable time or without significant inconvenience, or does not fix the problem, you may be entitled to a price reduction or a refund. A deduction for use may apply to a refund after the first 30 days, as permitted by law.
If a fault appears within six months of delivery, it is presumed to have been present at delivery unless M&H can show otherwise.
Exchange for the Same Sofa
A replacement under this section is an exchange of the damaged, faulty or not-as-described sofa for the same sofa, at no cost to you.
Free Collection
Where a sofa is returned because it is damaged, faulty or not as described, M&H will arrange the collection free of charge. Please contact us before sending anything back, so we can arrange this for you.
6. What Is Not a Fault Claim Under Section 5?
Where the product is as described and free from defects, the following are not treated as eligible claims under the separate M&H fault and return policy in Section 5:
- 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 what is not a fault claim under Section 5. It does not remove the 14-day cancellation right for standard online orders set out in Section 4.
7. Bespoke Products
Genuine bespoke sofas are not covered by the 14-day cancellation right in Section 4, because they are made to your specifications.
Being bespoke does not affect your rights under Section 5 where the product is damaged on delivery, faulty, or does not match the specification agreed with M&H.
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 a fault claim under Section 5.
This does not affect the 14-day cancellation right for standard online orders set out in Section 4.
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 you reject a damaged, faulty or not-as-described sofa under Section 5, M&H will refund you without undue delay, and no later than 14 days after the day we agree that you are entitled to a refund. In practice we aim to process these refunds within 10 working days of receiving the returned sofa.
Refunds for cancellations under Section 4 are made within the period set out in Section 4.
All refunds are made using the same payment method you used to pay, unless you expressly agree otherwise, and no fee is charged for the refund.
12. Repair, Replacement, Refund and Rejection
Within 30 days of delivery, you can choose to reject a damaged, faulty or not-as-described sofa for a full refund, or to ask for a repair or replacement instead, as set out in Section 5.
After 30 days, the first remedy is normally a repair or replacement of the sofa or the affected part. A refund or price reduction may follow if that remedy fails or is not possible.
M&H will explain the options available to you once we have looked at the 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.
Under the commercial frame warranty, the customer is responsible for the shipment or return cost where M&H requires a product or affected part to be sent. Where the fault is also covered by your statutory rights described in Section 5, M&H will carry out the repair or replacement at no cost to you, including collection and delivery.
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.
17. Our Details and Model Cancellation Form
M&H Living, Thorite House, Chapman Street, Laisterdyke, Bradford BD4 8BY. Email support@mandhliving.co.uk.
If you want to cancel a standard order under Section 4, you can copy and send the following form. You do not have to use it.
To M&H Living, Thorite House, Chapman Street, Laisterdyke, Bradford BD4 8BY, support@mandhliving.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.