Cancellation & Refunds Policy

Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order without giving any reason within 14 days from the day you receive your goods (the “Cooling-Off Period”).

Exceptions to the Right to Cancel

The right to cancel does not apply to:

1. Made-to-order or customized items that are made to your specifications
2. Items that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons
3. Items that become inseparably mixed with other items after delivery

How to Cancel Your Order

To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or an email) within the Cooling-Off Period. You may use the model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the Cooling-Off Period has expired.

Model Cancellation Form

To: Oxford Sofa [Your Address] Email: [Your Email]

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods: [Description of goods] Ordered on [date]/received on [date] Name of consumer(s) Address of consumer(s) Signature of consumer(s) (only if this form is notified on paper) Date

Cancellation Before Delivery

If you cancel your order before the goods have been dispatched:

1. We will process a full refund within 14 days of your cancellation notice.
2. The refund will be made using the same payment method you used for the initial transaction.

Cancellation After Delivery

If you cancel your order after the goods have been delivered:

1. You must return the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation.
2. You will bear the direct cost of returning the goods.
3. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Collection of Cancelled Orders

For large items, we can arrange collection at a cost of £49.99. Please contact our Customer Service team to arrange this.

Refunds for Cancelled Orders

When you cancel an order:

1. We will reimburse all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
2. We will make the reimbursement without undue delay, and not later than 14 days after:
   • The day we receive back any goods supplied, or
   • The day you provide evidence that you have returned the goods, or
   • If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
3. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
4. You will not incur any fees as a result of the reimbursement.

Deduction for Diminished Value

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. The goods should be handled in a way that would be permitted in a shop. Anything beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be considered as unnecessary handling.

Cancellation of Made-to-Order Items

For made-to-order or customized items:

1. Once production has begun, we may charge a cancellation fee of up to 50% of the order value to cover costs already incurred.
2. If production is complete, the full cancellation policy does not apply, and refunds are at our discretion.

Changes to Orders

If you wish to make changes to your order rather than cancel it entirely:

1. Contact our Customer Service team as soon as possible.
2. Changes may be possible if your order has not yet entered production.
3. Additional charges may apply depending on the nature of the changes.

Contact Information

For all cancellation and refund inquiries, please contact our Customer Service team:

Oxford Sofa Unit E Industrial Estate, Sams Lane, West Bromwich, Birmingham, United Kingdom B70 7EX
Email: hello@oxfordsofa.co.uk
Phone: [Your Phone Number]
Hours: Monday-Friday, 9am-5pm

Last Updated: 01 March 2025