Returns & Refunds Policy

Delivery & Damaged Items

We recommend that you inspect your order upon delivery to ensure that the packaging is intact and all items have arrived in satisfactory condition.

If you discover any damage upon delivery, please notify the delivery team before signing for your goods and clearly record the damage on the delivery note.

Any damage must be reported to Crystal Comfort within 48 hours of delivery by emailing info@crystalcomfort.co.uk. Please include clear photographs of the damaged item(s) and packaging. We will investigate the issue and work to resolve any valid claims reported within this timeframe.

Quality Assurance

All of our bespoke furniture undergoes thorough quality inspections before leaving our warehouse and again prior to delivery to ensure it meets your order specifications and our quality standards.

Fabric Colours

We make every effort to display our products and fabric colours as accurately as possible. However, colours may vary depending on your screen settings, device, and lighting conditions.

To ensure you are completely satisfied with your chosen fabric, we strongly recommend requesting a fabric sample before placing your order.

Orders placed without requesting and approving a fabric sample will be manufactured according to the selected option and will not be eligible for return, refund, or exchange due to colour variation.

Returns

As all of our furniture is made to order and manufactured to your individual specifications, we are unable to accept returns unless the item is faulty, damaged, or supplied incorrectly.

Where a return is approved, the item must be:

 

 

  • In the same condition as received.
  • Unused and undamaged.
  • Returned in its original packaging wherever possible.

Cancellations

As our products are bespoke and manufactured specifically to your order, the following cancellation policy applies:

  • Orders cancelled after production has commenced will incur a 50% cancellation fee.
  • Original delivery charges and collection charges are non-refundable and will also apply where applicable.
  • If returned goods are found to be damaged or not in their original condition, additional charges may be deducted.
  • Bespoke and made-to-order orders cannot be cancelled after 48 hours from the time the order is placed.

Return Requests

Crystal Comfort reserves the right to refuse or reject return requests where:

  • The item has been damaged after delivery.
  • The item has not been adequately packaged for return.
  • The return does not comply with this Returns & Refunds Policy.

Approved returns may be subject to a collection charge of £60–£120, depending on the size and location of the collection.

Deposits

Please note that all deposit payments are non-refundable.

If you have any questions regarding your order, returns, or cancellations, please contact our customer service team at info@crystalcomfort.co.uk, and we will be happy to assist you.