Returns, Exchanges & Cancellations
Every order placed is important to us. We want our customers to feel fully supported throughout their entire experience with Divan Factory Outlet, and that includes returns, refunds & exchanges.
As we create all of our products on demand to ensure our products are created to each customer’s specification, you are purchasing a piece of furniture unique to you. For these reasons, we don’t accept returns of made-to-order items unless they are faulty or incorrect.
Please call our Customer Services Team on 0204-548-5533 within 14 days of delivery if you find your specified order to be faulty, or that we have delivered the wrong item. Our sales team will be more than happy to help assist you and rectify any issues.
As part of our returns and refunds process we ask that you send images of any defects or faults found with your order, to help our sales team decide the best course of action.
Goods must be returned in their original packaging and in new condition. We ask you to inspect your items on delivery to make sure you are happy with them as any goods which have been assembled can not be returned. Any goods that are not in their original packaging can not be returned. Please make sure all unwanted items are returned unused and in their original condition.
For hygiene purposes we cannot refund or exchange any items which are not in their original packaging. There will be a £60 collection charge and an additional £30 administration charge which will be deducted from the refund amount.
The careful collecting of beds and mattresses is expensive and difficult and we respectfully advise you to make sure that the items are fully prepared and ready to collect on the day of collection.
Returns will only be facilitated Monday to Friday, excluding Bank Holidays at a time that suits our rolling delivery schedule.
REFUNDS AND EXCHANGES
We will process your refund as soon as you let us know that you would like one or from the date that we receive your item back in stock.
Orders that have not yet delivered will be refunded within 7 days of notification. We will refund your purchase price, excluding our administration fee of 20% of the order value.
Orders that have been delivered and returned will be refunded within 7 working days after we receive your return into stock. We will refund your purchase price, excluding our collection and restocking charge of £99 per order.
In the event that you would like to exchange your product, Items must be unused and in their original condition and you must notify our customer services team within 14 days. The original price of your item will then be deducted from your new order and our delivery team will then collect the item you want to exchange on delivery of your new item.
For security reasons, you will be refunded on the card or payment method that you used to place your order.
If you are not available in person to accept your order on the delivery day and 7-hour slot we have agreed with you, we reserve the right to charge a fee of £60 for the redelivery of the first item and £20 for each additional item. All re-deliveries will respect our rolling delivery schedule, van capacity & availability in your local area.
*Please confirm delivery charges and times before placing your order. Some additional delivery charges may apply depending on postal codes in some exceptional, remote locations.
Important note: Please check the dimensions of the product before placing an order to ensure the items will fit into your hallway, staircase, and room. If the delivery team cannot fulfil the delivery due to access constraints, there will be a fee, up to 50%, to cover the costs of administration, transportation, and manufacture. This charge will be deducted from the refund amount.
[DIVAN FACTORY OUTLET RESERVE THE RIGHT TO CHANGE THIS POLICY AT ANY GIVEN TIME]