Returns:

Naturally we endeavour to deliver all our furniture in good condition. At Lodge we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our distribution centre also pride themselves on having the best ‘white glove’ delivery teams in the business.

When you are returning Products, you should return them to us as set out below, with proof of purchase (receipt or dispatch notes), unopened, unused and in their original packaging.

Self-Assembly Products must be returned unused and in their original packaging and cannot be returned once assembled or part assembled.
Due to hygiene reasons we are unable to accept back any mattresses that have been removed from the original packaging. Once we have received any returned items and checked them we will refund your money, less any shipping costs.

What do I do if my furniture arrives damaged?

It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, this is what to expect:

i. If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.

ii. The Lodge delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork.

iii. The Incident Report form will be returned to us. YOU must however contact us either through the contact us web link or by phoning customer care to inform us of the damage. OUR customer care team complete a damage report.

iv. A Lodge technician will with the use of the incident and damage reports contact the manufacturer to discuss the necessary remedial action. We will then contact you and arrange to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she cannot resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

v. In the event that a repair cannot be made, your statutory rights are not affected. We will replace the furniture or refund the appropriate part of the purchase price and we will collect the goods at our cost

Cancellations

You may cancel your order at any time prior to despatch by contacting us via email or telephone. We will arrange for a refund to the card you used to purchase the goods. Please note that if you cancel your order and your card has been charged, there will be a 2.5% credit card refund fee applied. This is what we pay the credit card processing companies to charge your card when you place your order and this is NON-REFUNDABLE. If you have used a debit card (Visa, Delta, Solo, Switch) there will be no refund charge. If your order has been dispatched, you will also be charged for the costs of returning the goods to us. This charge is £50 and this will be deducted from any refund given. Unless the goods are faulty, we will not refund any delivery charges.

Returns - 7 Day Cooling Off Period

Under the new European Directive on distance selling (Which is incorporated into UK law by the Consumer Protection (Distance Selling) Regulations 2000), you have the unconditional right to cancel your order within 7 working days without having to give us a reason. The 7 working days start from the day after the day that you receive the goods at the designated delivery address. We will provide a full refund for the purchase price of the goods (Minus a 2.5% credit card processing fee which is non-refundable, see cancellations above), but not any delivery charges (If delivery has been made). In order for us to provide a refund, all goods must be unopened and in perfect condition. We unconditionally reserve the right to not refund if the goods are not returned in a suitable condition. Please note that if you exercise this right, you will have to pay the cost of returning the goods to us. Where you exercise this right to cancel, we undertake to refund your money within 7 days of receiving the goods back into our warehouse. In addition to the return delivery charges, we will not refund any delivery charges you may have incurred in receiving your goods. The only exception to this is if the goods are faulty, in which case we bear all the costs.

Refund policy:

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resale-able condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned is not in fully resale-able condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Refunds can only be made to the original card of purchase. Once we have received any returned items and checked them we will refund your money, less any shipping/collection costs – please allow up to14 days from acknowledgement of our receipt of goods.

Products we are unable to refund or exchange:

We are unable to offer a refund or exchange on personalised, made-to measure/order or perishable goods (such as food, plants or flowers) unless they are faulty: * For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty: Mattresses, mattress toppers, duvets & pillows.

Delivery charges:

We will refund your original delivery charge when a product is faulty or damaged. We do not charge for returns except for unwanted purchases of furniture and large electrical appliances.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge on orders under £30 if they are returned to us within 7 days of receipt. If an order under £30 is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

Unwanted purchases of furniture and large electrical appliances:

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture and electrical appliances to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we reserve the right to make a charge of £50 to cover the collection cost. *

Cancellation of made-to-order products:

Should you wish to cancel your made-to-order or made-to-measure product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 20% of the full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.*

Nothing mentioned in these terms and conditions affects your statutory rights. For further details please refer to our full terms and conditions.