Returns & Refunds

(1) Introduction

We understand that from time to time you may wish to return a product to us. We have created set out a comprehensive returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to our website customers.

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979, The Consumer Protection (Distance Selling) Regulations 2000 and The EU Consumer Rights Directive 2013). 

Any goods we supply which contrevenes your rights as set out by The Sale of Goods Act 1979 will entitle you to a full refund (ncluding the original delivery charges and cost of returning the goods to us), or exchange, upon recepit of the returned goods. For an in depth explanation of the consumer and retailer rights under The Sale of Goods Act please follow the link here.

(2) Damaged/Incomplete Orders

Where there are signs of significant damage to the packaging when delivery of an item is made, the consumer should examine the goods before they are signed for and refuse them if there is significant cause to suspect the goods have been damaged during transportation. An alternative delivery of replacement goods would then be made by Grampian Furnishers to the consumer at a later date.

Where the damages have not occured during transportation, the consumer will be protected under The Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000 and will be entitled to a full refund, repair or replacement as appropraite. Under this circumstance the consumer will not be responsible for the cost of any returns to be made.

Where there may be parts or fittings missing from the goods delivered, we will endevour to have these delivered to the consumer within 7-10 days from acknowledgment of the goods being incomplete.

(3) Returns

The EU Consumer Rights Directive (2013) entitle the consumer to return goods following suitable inspection without need for reason of fault or defect for a full refund, including any postage charges incurred, where:

(a) intention to return goods is made known by writing within 14 days of recepit of the goods;

(b) the returned goods are unused, in the original packaging, with any labels still attached, and otherwise in a condition enabling the retailer to sell the goods as new;

(c) the consumer complies with the returns procedure set out below;

(d) none of the exclusions set out below apply

(e) the consumer accepts full responsibilty for the postage charges in returning the goods to us.

(4) Returns procedure

In order to take advantage of your rights under this returns policy, you must notify us within 14 days of your intentions for returning any goods by completeing our returns form, available under the Customer Service heading at the foot of the homepage, or by emailing us at

Any goods returned under this policy must be made using a signed courier service, including a means of tracking the parcel and which will provide insurance for the full value of the goods, should they become lost or damaged in transit.

The consumer will be responsible for incurring the additional postage charges associated with any returns made under this policy. These charges will vary by product, please contact us prior to purchase if you wish to receive information on the potential cost of returning an item. Otherwise, this information will be provided following purchase.

(5) Exclusions

The following goods may not be returned under this policy:

(a) any product made to your specification;

(b) any product made to order;

(c) any item which by opening or unwrapping is thereby made unfit for resale due to hygiene concerns, e.g. mattresses and pillows;

(d) gift vouchers.

(6) Refunds

We will refund the full value of any goods properly returned in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the goods to us.

Any refunds entitled to the consumer will be made using the same payment method used to complete the original transaction.

The refund will be processed within 14 days of recepit of the returned goods.

(7) Improper returns

Where you return goods in contravention of this policy (and where you do not have any other legal right to return the goods):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

(8) Return Address & Contact Information

All returns must be pre-approved and returned to our head office:

Grampian Furnishers, Waulkmill House Linkwood Place, Elgin IV30 8QN

If customers wish to return items to our former premises at 44 Queen Street Lossiemouth IV31 6PN then this can also still be arranged.

Telephone01343 813271