Refund policy

Our Returns Commitment

PHD FURNITURE LTD, trading as Pure Home Design, provides a 30-day return period for eligible products. This policy is additional to, and does not replace, your statutory rights under UK consumer law.

Cancelling an Online Order

You have a statutory right to cancel an eligible online order without giving a reason.

You must notify us within 14 days beginning on the day after you receive the goods. After notifying us, you then have a further 14 days to return the goods.

To cancel, email info@phdfurniture.co.uk with your order number and a clear statement that you wish to cancel the order.

You do not have to provide a reason for exercising your statutory cancellation right.

Voluntary 30-Day Returns

In addition to your statutory cancellation rights, we allow eligible items to be returned within 30 days of delivery.

For returns requested after the statutory 14-day cancellation period but within our voluntary 30-day period, the product must be:

unused;
unassembled;
complete with all components, fixings and instructions;
free from customer-caused damage;
securely packed, preferably in its original packaging;
in a condition suitable for resale as new.

This voluntary extension does not restrict any rights relating to faulty, damaged or misdescribed goods.

Change-of-Mind Return Costs

For change-of-mind returns, the customer is responsible for arranging and paying the direct cost of returning the goods.

Furniture and other bulky products may require a specialist or multi-parcel collection. If you ask us to arrange collection, charges typically start from £50 and may vary depending on the product, number of packages, postcode and carrier. The exact charge will be confirmed before a collection is booked.

Goods must not be returned without first contacting info@phdfurniture.co.uk for return instructions. The registered office is not a returns warehouse.

Handling and Diminished Value

During the statutory cancellation period, you may inspect the goods in the same way that you reasonably could in a physical shop.

We may make a reasonable deduction from the refund where the value of the goods has been reduced because of handling beyond what is necessary to establish their nature, characteristics and functionality.

Assembly, use, missing components, damaged packaging or inadequate return packaging may reduce the product’s resale value. Any deduction will reflect the actual reduction in value and will not affect rights relating to genuine faults.

Damaged Products and Missing Parts

Please inspect the packaging and all components as soon as reasonably possible after delivery and before beginning assembly.

If damage or a missing component is visible, stop and email info@phdfurniture.co.uk with:

your order number;
the affected part number where available;
photographs of the packaging;
photographs clearly showing the damage;
details of any missing component.

Where appropriate, we may provide a replacement component, arrange repair, replace the product, collect the goods or provide another remedy required by UK consumer law.

If a visible problem is identified before or during assembly, the customer should stop assembly until we have reviewed the issue.

Damage caused by incorrect assembly, misuse or continuing assembly after a visible issue has been identified is not treated as transit damage or a manufacturing defect. This does not limit statutory rights relating to faults that were not reasonably visible before or during assembly.

Faulty or Misdescribed Goods

Goods must be as described, of satisfactory quality and fit for their intended purpose.

If a product is faulty, damaged when delivered or materially different from its description, contact info@phdfurniture.co.uk as soon as reasonably possible.

Reporting a problem promptly helps us investigate and provide a faster solution. A request to report visible courier damage quickly does not remove or shorten your statutory rights.

Depending on the circumstances and applicable law, the available remedy may include a replacement part, repair, replacement product, price reduction or refund.

Refunds

For a valid statutory cancellation, we will refund the product price and the standard outbound delivery charge, if one was paid. Additional delivery charges selected above the least expensive standard delivery option are not refundable unless required by law.

Refunds will be made to the original payment method.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The refund will be processed within 14 days after the applicable condition above is met. Your bank or payment provider may require additional time to display the funds.

For change-of-mind returns, the direct return cost is not refundable.

Cancelling Before Dispatch

If you wish to cancel before dispatch, contact info@phdfurniture.co.uk immediately. We will try to stop the shipment, but this cannot be guaranteed once processing or dispatch has begun.

If the order has already been dispatched, the normal return process and applicable return costs will apply.

Return Address

Do not send returns to our registered office.

Contact info@phdfurniture.co.uk before returning any product. We will provide the correct warehouse return instructions and any required return reference.