Our Refund, Cancellation and Returns Policy Details

Under the Distance Selling Regulations 2000, you have a right to cancel your order for any item purchased on this website for a full refund. You are entitled to a seven working day "cooling off" period from the date AFTER YOU RECEIVE YOUR GOODS-NOT BEFORE RECEIPT.

This only applies to our Standard Finish Items. Special Finish Items returned to us will have a 50% handling fee applied to the refund. Please also note that mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned; if you wish to test the mattress please ensure you keep it wrapped until you are sure you want to keep it.

If you wish to return the goods within the 7 days, please take reasonable care of the items and it would help if you retained the original packaging.

Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwraps an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging.
Please take into account before purchasing our furniture that once items are dispatched from our warehouse the costs involved with return will be with the customer at £75 per order/item, therefore it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched.

Returns and Refunds Enquiries:

Please email us at sales@mercuro.co.uk to arrange a returned item. On this email please can you include your order number and the Code of the Item you wish to return.

Please note: We can arrange collection and return of the items at a cost of £75 per order/item.

Please do not return items without prior authorisation. The returns authorisation is valid for up to 7 days only from delivery.

 After this 7 day period has expired we will be unable to accept returns of any items purchased unless faulty.

Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account.

Refunds

Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns department to check for completeness and correct product return.

For goods received back complete as NEW and unused including all accessories; you will be refunded the full invoice amount less cost of return.

Please note on rare occasions due to extreme climate changes in shipping you may find slight swelling on doors or drawers thus making them stiff to open, it is important not to return or refuse the item if this is case. Usually this will rectify itself in a matter of 7 days once the timbers adjust to their new environment and heating conditions, you may also find that simply swapping the drawers will remedy this. However on rare occasions the timber movement may not settle and you may need to sand or shave a small amount from a drawer or door, if so please shave from the bottom of the drawer front or from the side of the door as this will not be noticeable with regards to the look of the furniture. A simple touch of Danish oil will then protect any adjustments made. Currently less than half of one percent (0.50%) of our furniture is affected by timber movement, however please could we ask you to bear in mind that you are purchasing natural timber products where slight timber movement in shipping is a slim possibility. Therefore stiff drawers or doors will not be deemed as faulty or defective. This means you are purchasing our furniture on the understanding that any necessary simple adjustments would be needed to be undertaken by the customer at the customer’s expense. If you do not wish to undertake any adjustments needed and wish to return the item we will of course offer a refund under our full 7 day moneyback offer.

Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase.

If you are unable, for whatever reason, to facilitate collection of your goods on the confirmed date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, an aborted collection fee of £75 will be charged and deducted from your refund amount.

According to the Distance Selling Regulations 2000 the seller may take up to 30 days to refund.
 
 
 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.  

 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 48 Hours of the date you receive them, or as soon as possible thereafter by emailing us. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer at £75 per item/order.  

 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

Please note that not all products on our website are "in stock"