Refund policy

At Comfort Connect, we want our customers to be completely satisfied with their purchases. That’s why we offer a 14 day return policy, which means you have 14 days after receiving your item(s) to request a return.

To be eligible for a return, your item(s) must be in the same condition as they were received, in the original packaging with no signs of misuse. Your product(s) must be unassembled and securely wrapped in the original packaging, ready for the courier to collect. If these conditions are not met, we reserve the right to reject or reduce a refund.

To start a return, please contact us at comfortconnect@outlook.com. If your return is accepted, we will arrange a date and time for the courier to collect the product(s). A courier collection charge of £100 per item will be applied. In addition, a 20% restocking fee administration charge (based on the total order value) will be deducted from your refund. These fees cover the costs of handling, inspection, and processing of made-to-order furniture. Upon receiving the returned items our team will thoroughly inspect the items and deduct any amount for any damages.

If you prefer, you may arrange delivery yourself. Please contact us via email and we will provide the return address. Any unauthorised returns sent without prior arrangement may not be accepted.

Please note that all our orders are made to order, so please ensure that your order details (sizes, colours, and configurations) are correct before confirming your purchase, as a refund will not be issued if you have made a mistake whilst ordering unless the item is faulty or not as described.

If you receive a damaged, defective, or incorrect item, please contact us immediately at comfortconnect@outlook.com. We will do our best to rectify the issue and may arrange a repair, replacement, or refund where appropriate. If our team determines that the item was damaged or misused after delivery, we reserve the right to deny a refund.

Certain types of items, such as customised or bespoke orders, or items that have been damaged or misused by the customer, cannot be returned. After the 14 day returns window has passed, returns are handled at our discretion and may be subject to additional costs.

We will notify you once we have received and inspected your return and will let you know whether the refund has been approved. If approved, your refund will be processed to your original payment method, less any applicable collection, restocking, or administration fees, within 14 days.

We also allow a 24-hour cancellation period after placing an order for hassle-free cancellations. After this time, the order will have been processed and sent for production. A cancellation fee of £50–£100 will be incurred to cover factory and administration costs.

If you have any questions or concerns regarding our refund policy, please contact us at comfortconnect@outlook.com.