1. Overview

At Innchair Solutions, we specialise in high-quality furniture and banquette seating, including made-to-order and bespoke products. Due to the nature of our products, returns and refunds are limited and subject to the terms outlined below.

By placing an order with us, you agree to this Returns & Refund Policy.

2. Made-to-Order & Bespoke Products (Important)

Many of our products are custom-made or manufactured to order based on customer specifications.

Under the Consumer Contracts Regulations 2013, such items are exempt from the standard 14-day cancellation (cooling-off) period.

Therefore:

• Custom-made or bespoke items cannot be cancelled, returned, or refunded once production has begun
• Returns are only accepted if the item is defective or damaged upon delivery

3. Eligibility for Returns

We only accept returns if:

• The product is defective, faulty, or damaged upon delivery

To qualify:

• You must notify us within 3 days of delivery
• The item must be unused and in original condition
• The item should be in original packaging (where possible)

All returns are subject to inspection and approval.

4. Non-Returnable Situations

We do not accept returns or refunds for:

• Damage caused after delivery (including improper handling, installation, or use)
• Normal wear and tear
• Minor variations in colour, grain, texture, or finish (common in furniture manufacturing)
• Change of mind or incorrect order placement
• Bespoke or made-to-order products (unless defective)

5. Delivery & Acceptance of Goods

It is the customer’s responsibility to:

• Inspect all goods at the time of delivery
• Report any visible damage or defects immediately

Where a Proof of Delivery (POD) is signed without noting damages, the goods will be considered accepted in good condition.

Claims for damage must be reported within 3 days of delivery. Claims made after this period may not be accepted.

6. Installation Responsibility Disclaimer

Unless explicitly agreed in writing:

• Innchair Solutions is not responsible for installation of products
• Any damage occurring during or after installation by the customer or third-party installers will not be eligible for return or refund

We recommend using qualified professionals for installation where required.

7. Return Request Process

To initiate a return:

1. Email info@innchairsolutions.co.uk within 3 days of delivery
2. Provide:
   • Order number
   • Description of the issue
   • Clear photos/videos showing the defect

We will review your request and respond with next steps.

8. Return Collection & Charges

If a return is approved:

• We will arrange collection of the item
• A collection / picking-up fee will be deducted from your refund

This fee covers transportation, logistics, and handling costs.

9. Refunds

Once the returned item is received and inspected:

• You will be notified of the outcome
• If approved, refunds will be processed within 7–10 working days

Refunds will be issued:

• To the original payment method
• Less applicable collection/shipping charges

10. Replacement & Repair

Where appropriate, we may offer:

• Replacement of the defective product
• Repair of the item

This will be determined based on the nature of the issue.

11. Order Cancellation

• Orders for bespoke or made-to-order items cannot be cancelled once production has begun
• Standard product orders may only be cancelled before dispatch, subject to approval

12. Your Statutory Rights

This policy does not affect your legal rights under the Consumer Rights Act 2015.

If goods are faulty, not as described, or unfit for purpose, you may still be entitled to remedies under UK law.

13. Contact Us

For all return and refund requests, please contact:

Innchair Solutions
📧 Email: info@innchairsolutions.co.uk