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Returns & Refunds Policy – EVISO Furniture

Last updated: 13 January 2026

 

This policy sits alongside our Terms & Conditions and explains how we handle returns, replacements and refunds. It is written in customer-friendly language but is legally accurate.

  1. Before You Report an Issue

    Please have the following ready:

  2. Wrong Item Delivered / Wrong Specification

    If we deliver goods that do not match your confirmed specification (finish, size, configuration, colourway or collection):

    1. Email us with photos of the delivered item, any labels or finishes and your order confirmation.
    2. We will arrange collection/return at our cost.
    3. We will either re-deliver the correct goods within a reasonable time or agree to cancel and issue a full refund.

  3. Goods Not Received / Misdelivery

    If your goods are not delivered by the agreed delivery window, or we confirm they were delivered to the wrong address:

    • We will treat this as non-delivery.
    • We will offer prompt re-supply or cancellation with full refund where re-supply is not possible within a reasonable time.

  4. Damaged Goods

    • Report damage within 48 hours of delivery with photographs.
    • We will assess whether repair, replacement or refund is appropriate. Minor scratches or blemishes that are fixable and do not affect durability are considered inherent in natural materials and may be remedied.
    • Major damage that materially impairs the furniture will entitle you to replacement or refund.

  5. Change of Mind

    • Bespoke & Made-to-Order items – These are normally not eligible for change-of-mind cancellation once production has started. This includes any items customised to your measurements or finish. Your rights where we have supplied the wrong goods, failed to deliver or breached the contract remain unaffected.
    • Standard items – For non-bespoke items, you may cancel within 14 days of delivery and return the goods within a further 14 days. A full refund (including the cost of standard delivery) will be processed within 14 days of receiving the returned goods.

  6. Refund Timescales (Important)

    • Once a refund is agreed, we will submit it within 14 days of receiving returned goods or confirming cancellation (non-delivery cases).
    • Most card refunds appear within 5–10 business days after submission; bank transfers may take up to 5 business days.
    • We will provide the ARN if you need to trace the refund.

  7. Staged Payments & ARNs

    • Refunds are returned to the original payment method. If you paid by staged payments, you may receive multiple credits.
    • If you do not see a refund after 10 business days, contact us and we will provide the ARN to help your bank trace it.

  8. Escalation

    If we cannot resolve your issue promptly, we will issue a written outcome. You may then raise the matter with your card provider or seek independent advice.

Note: These Terms & Conditions and the accompanying Returns & Refunds Policy are tailored to a luxury furniture business. They include legal language, deposit and bespoke provisions, natural material acknowledgments, measurement responsibilities and clear instructions for customers. They should be reviewed periodically to ensure alignment with evolving consumer laws and business practices

We hope you will be pleased with your order however, if for any reason your order is not as you expected we will be more than happy to offer you an exchange or a refund excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original packaging.

* Please note this doesn't apply to non-standard, customised or special-order products.

  • Please return your items using the returns form provided with your delivery within 28 days of receiving your order. Alternatively, you can contact us to inform us that would like to return the goods, please do this within 7 working days of receiving your items. Contact us by email at info@evisofurnishings.com and one of our sales team will help you with your return.

    Eviso Furnishings is happy to arrange the collection of any return and the cost of this will be deducted from any refund due. Please email info@evisofurnishings.com quoting ‘return collection’ in the email heading to arrange a collection for your return. Please note for furniture and large items we use our in-house delivery team. Failed or returned deliveries using this method will incur a £150 charge.

    *Lines are open Monday-Saturday 09:00-17:30, Sunday 11:00-16:00

    Please note that returns will only be accepted in the original packaging in a saleable condition. When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage.

In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours or before sign-off in the case of damaged furniture by email or phone. We will ask you to email a photograph of the damage along with a brief description to be sent to info@evisofurnishings.com. Please note that without the correct information and images we will be unable assess items for you.

Eviso Furnishings is happy to arrange the collection of return of any damaged or faulty goods. Once we have received the return, it will be inspected and repair or replacement will be arranged at our expense.

We highly recommend you provide us with your mobile number, when asked at the checkout, in order to receive live delivery updates from our courier, Parcel Force. If you would prefer not to provide your mobile number, you will receive your tracking number within your goods dispatched email. In the unlikely event your order fails to arrive, you can input this tracking number into Parcel Force’s website to locate your order, alternatively please contact us as soon as possible and we will be happy to assist you

Made-to-order items are items that are made especially for your purchase. Eviso Furnishings offers many products that are made-to-order. If you would like to discuss any bespoke options, please call or email our sales team. Please note that our usual exchange and refund policy does not apply to non-standard, customised, made-to-order or special order products, including but not limited to; furniture, bespoke cabinetry and installations, wallpaper and fabric orders, which cannot be returned or exchanged unless faulty.

Refunds will be processed within four working days of receipt of the item. You will be notified by email when this has been processed. Depending on the terms set by your bank, this will show in your account within 7–10 working days.

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