Refund policy

Part C - Refund, Return and Repairs Policy

At EzSpace we want our customers to be completely satisfied with their purchases. We, therefore, recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from EzSpace, so you are familiar with our policy on refunds, returns and repairs and your rights under the Consumer Rights Act 2015.

We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact Customer Service at admin@ezspace.uk.

It is your responsibility to make sure that the product (including all boxes with parts, if applicable) will fit through all stairs, passages and doors etc. until it reaches the desired room in your house. Also, make sure there will be enough space for the (assembled) product to fit in that room. Check our Measuring Guide and the dimensions on the product pages for more information.

If the product doesn't fit, be that either the delivery drivers or yourselves unable to get the items to your room of choice, you will be responsible for the return and any associated costs this will incur. This includes the charge that will be applied for failed delivery if you refuse the delivery.

You are responsible for returning the products to us. To return the products first get in contact with us to clarify any details. After which you can either use your own courier or we can arrange for a courier to collect the products from you and return them to us at your cost. This is dependent on your area and the product in question, however, quotes can be advised through Customer Service.

Prior to returning any goods, you must inform the customer service team within 30 days from the date of delivery. All returns or cancellation requests must be put in writing.

For our return address please call us prior to arranging the return of the products. We will then provide the most appropriate address.

If you use your own courier, please provide us with return tracking details and ensure that a document is sent together with the product with the order number, your name and address, product name and signature. Our warehouse is open for returns Monday - Friday 9 am – 12 pm and 2 pm - 4 pm (excluding Bank Holidays) and the driver must call us 2 hours prior to arrival.

Please note that no deliveries into EzSpace can be accepted at any other time. EzSpace is not responsible for failed deliveries made outside of this time or losses/damages made by your courier. It is your responsibility that the products are returned to us in undamaged condition; if they are not in such a condition, we will not accept the return. Return paperwork will be provided and all goods must be signed for.

Cooling Off Period

If you request cancellation of the Order within 24 hours after placing an order with us. To do this, you must advise our Customer Service team in writing.

We will issue you with a store credit voucher via email in an amount equal to the total purchased amount you paid for your order. Credits are issued in the form of store credit. Store credit voucher codes are valid for one (1) year from the date of issue.

After the cooling-off period has ended, you still have cancellation rights. Please see below for details.

Change of Mind

Please choose carefully as full refunds are not normally provided where you have simply changed your mind or made a wrong selection. We recommend carefully reviewing any orders before adding them to your shopping cart and proceeding with your order.

If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked [conditions apply].

These products must be unopened, in their original packaging and must not have been assembled. Products also should not have been used to be eligible for return without manufacturing faults. You must ensure that the products are undamaged. If these time frames are not kept, we are not responsible for any return requests. If wishing to return a rolled or vacuum packed mattress, please contact admin@ezspace.uk before doing this as there are specific requirements for the packaging. If these requirements are not followed, a refund will not be authorised.

Non-returnable items excluded from all change of mind returns include:

Products described as "made to order"
Mattresses, bedding, pillows and sofa covers
All forms of clearance stock (e.g. warehouse, display centre, floor stock, etc.)
Clearance items
Personalised items
Gift Cards
Orders for commercial or non-domestic use
Items purchased in-store from a display centre and taken away at the same time of the sale. (Excludes items purchased in-store where the delivery method is Click & Collect)

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the cost of shipping the item to you in the first place and the cost of shipping it back to us.

Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return the items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, the handling and restocking fee may apply up to 70% of the value of the item.

Within 10 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit. Store credit voucher codes are valid for one (1) year from the date of issue.

If you prefer the credit to be paid in the form of the original payment method, you will also be responsible for a transaction fee of 4% of your total purchase amount which is non-refundable or remains payable by us and 4% of your total purchase amount for administrative costs. We may also deduct any other costs, such as government taxes or costs we cannot recover.

Goods Damaged in Transit

When shipments leave our warehouse, they are in good condition or the courier will not accept them. You are liable for checking for evidence of damage or loss before signing for any shipment. Please check your products (including the packaging and all parts) carefully upon delivery. If a product is damaged or incorrect, please refuse it, sign for it on the delivery sheet as ‘damaged’ or ‘wrong item sent’ and send it back with the driver. Inform the Customer Service team within 24 hours of the delivery attempt. If you don’t refuse the product and don’t sign for it as ‘damaged’ or ‘wrong item sent’, we are not responsible for any subsequent requests or claims.

You should keep the original packing materials in case there are any defects or damage that needs to be reported. You are responsible for filing all claims for damages directly with the courier.

If any product ordered by you arrives damaged or is not of acceptable quality, you may have:

rights under the Refund Policy;
legal rights and remedies under the Consumer Rights Act 2015;
and/or to have the product repaired or replaced or to receive a refund of the price paid by you for the product.

Please choose carefully as EzSpace will generally not provide you with a refund or exchange simply because you changed your mind or the product was not what you expected.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact the Customer Service Team.

If you notice that an item is damaged after it has been delivered to you, please take photos or videos clearly showing the damage; photos of the whole damaged panel including the SKU ID must be included, and contact the Customer Service Team via email within 3 business days of receiving your delivery. Any damage reported after 3 business days will be at your own cost if a repair or replacement is needed.

Once the damage has been fully assessed by EzSpace, we may offer a remedy. Please ensure that you respond to the remedy offer within 10 business days after receiving the offer via email. If no response is received after 10 business days, the offer will no longer be valid.

The type of remedy we offer will depend upon the circumstances. For example, we may arrange to:

Suggest a self-repair (with an offer of compensation to you)
Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
Offer a partial or full store credit voucher or refund
Replace the product (subject to availability)
Arrange for the product to be returned to us

Under the Consumer Rights Act 2015, you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The Faults and Warranties policy does not cover:

Normal wear and tear
Damage arising from improper assembly or modification
Damage arising from abnormal use or abuse
Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
Damage to external or product packaging only
Damage occurring during your own handling and transportation of goods
Insignificant minor variations in dimensions, colour, grain or finish
Insignificant minor imperfections or superficial blemishes
Standard production error as mentioned in this contract

Lost consignment/Items

Consignment (your order) will be considered “Lost” where tracking information is inconclusive (40 business days waiting periods apply) or a confirmation letter of the lost article is received from the Courier.

Lost consignments will either be replaced with the same, equivalent or compensation may be offered (terms and conditions apply).

Claims must be made within 7 days of when goods should have been delivered.

The definition of "lost consignment" excludes consignments where an “Authority-to-Leave” card has been signed or deliveries re-directed by the receiver.

Wrong item delivered

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, please let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims

Please check all parts before assembly. Any visible defect, no matter how big or small must be reported to EzSpace before any assembly takes place. EzSpace will then advise as to whether or not you can continue with assembly, or if you need to wait for new parts to be dispatched. If you fail to report these visible defects before assembly, EzSpace will not accept liability. Replacement parts may still be available, but this would be at your cost.

EzSpace warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed.

All goods come with guarantees that cannot be excluded under the Consumer Rights Act 2015. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Guarantee

EzSpace is guaranteed against faults in construction and material for a period of three years from the date of purchase for furniture. EzSpace is guaranteed against faults in construction and material for a period of five years from the date of purchase for mattresses. EzSpace is guaranteed against faults in construction and material for a period of one year from the date of purchase for small items, such as bins or the “Paper” collection on our website. We do not accept responsibility for any natural characteristics of materials used or any slight dents or marks occurring during transportation.

Please contact our Customer Service Team with proof of purchase and all details of the fault.

This guarantee does not exclude any conditions or warranties implied by the Consumer Rights Act 2015. The three-year guarantee is not transferable.

Agreement to cooperate

You agree to act in a good manner and cooperate with EzSpace whenever evidence is needed or requested during the return, refund, replacement, or other related processes. EzSpace will terminate our services to you immediately if any verbal, mental, or psychological abuse is used.

Refunds

A refund will normally be processed in 10 business days.

Delivery Charges

Where EzSpace considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to EzSpace will be at EzSpace’s cost.

Returns and Repairs

You may return the goods we have delivered to you by mail by contacting our Customer Service Team.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid for it.

If any goods cannot be easily returned to us due to their size, the fault or because they have been affixed or installed in your premises, please contact our Customer Service Team and we will arrange an inspection to assess the goods.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Consumer Rights Act 2015 or any manufacturer’s warranty do not apply. We may provide you with indicative fees, which fees may vary due to reasons beyond our control.

All goods sold in the United Kingdom of Great Britain and Northern Ireland come with guarantees that cannot be excluded under the Consumer Rights Act 2015. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may be also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.

There may be circumstances where you are not entitled to a remedy.