Returns and Cancellations Policy

This policy outlines the terms and conditions for returning and cancelling items purchased from the online store DEOS Furniture.co.uk part of the DEOS Group.

Returns:

To complete your return, we require a receipt or proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send your purchase back to us or the manufacturer unless told to do so.

Eligible Items:

Standard office chairs and desking (excluding bespoke or custom-made products).
Items must be returned in their original packaging, unused, and in a resalable condition.

Damaged Items:

You are entitled to a full refund or replacement if the item arrives damaged upon delivery. Please notify us within 48 hours of receiving the item.

Incorrect Item:

We will arrange for the collection and replacement of any incorrect item at no additional cost.

Ordered in error or no longer required:

You may return items within 14 days from the delivery date.
You will be responsible for paying and arranging for your own shipping, including all costs associated with returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
To ensure your item(s) is returned safely, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exchanges:

We don’t offer exchanges. We will only replace items if they are defective or damaged. If you need to exchange an item you will need to return the original order and place a new order.

Return Process:

Contact our customer service team within 14 days to initiate a return.
We will provide you with an RMA (return merchandise authorisation and further instructions.
Securely pack the item in its original packaging.
Attach the return shipping label and arrange for pickup or drop-off at the designated carrier location.
Track the return shipment and notify us upon delivery.

Refunds:

Once we receive and inspect the returned item, we will process a full refund for the product cost (excluding any shipping costs and restocking fees, if applicable).
Refunds will be issued to the original payment method within 14 business days. (A business week is defined as Monday to Friday).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Cancellations:

You have the right to cancel your order within 14 days of placing it, including if it is a pre-order. This excludes bespoke or custom-made products.
To cancel your order, please contact our customer service team as soon as possible.
If your order has not yet been dispatched, we will issue a full refund.
If your order has already been dispatched, you may still be able to cancel it, but you will be responsible for any shipping costs.

Exclusions:

Made To Order, Bespoke, customer tailored or products within the Apex ranges cannot be returned or cancelled due to their personalised nature.
We cannot accept returns for items damaged after delivery due to misuse or improper care.
All sale items.

Consumer Law & Online Distant Selling Rules:

This policy is designed to comply with all relevant UK consumer law and online distant selling rules. This includes the Consumer Contracts Regulations 2013, which grant consumers a 14-day cooling-off period for online purchases. You can find more information about your consumer rights on the Citizens Advice website: https://www.citizensadvice.org.uk/.

Need Help? Contact Us:

If you have any questions about our returns and cancellations policy or need assistance with a return or cancellation, please contact our customer service team at enquiries@deosgroup.co.uk or 023 8063 8641.