Cancellation and Returns

Cancellation - You are able to cancel your contract with us at any time up to 14 working days after processing your order. If you wish to cancel your order you can do so in writing, either by emailing us at sales@victorianasouthsea.co.uk or by post to Victoriana UK Limited, 76 Marmion Road, Portsmouth, Hants, PO52BB, or by calling 02392 812835. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details, if the goods have already been delivered. Refunds will be processed within 14 working days.

In the case of bespoke kitchens / furniture, a non-refundable deposit of £300 will be required to release the drawings and plans. Should you decide to place your order with us the £300 charge will be deducted from your total order value. (Initial design visits and quotes remain free of charge)

Goods that have been delivered but are still within the 14-day cancellation period (online sales only) can be returned for free, by yourselves, to our warehouse based in Portsmouth. The details of which can be provided by our customer service team once you have notified us of cancellation.

You must exercise a duty of care over the goods until we have received them as you will be held responsible for any damage incurred after delivery to you. It is normally more cost effective and convenient for us to organise return transportation on your behalf, as this will relieve you of your duty of care once goods are handed over to the courier.

At Victoriana UK Ltd we pride ourselves on providing the best quality furniture along with the highest level of customer service, which is why you can return or exchange any item within 14 days. If for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to arrange an exchange for you. Any item being returned must be in its original packaging and in the same high quality condition it arrived in.

We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish, please call us on 02392 812835 and we will be able to advise you further.

All returns will be charged at the same rate as your original delivery, items returned may also be liable to a 30% re-stocking charge. This charge is not applicable to damaged or faulty goods nor is it applicable to goods returned within the 14-day cooling off period.

Faulty Goods - While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please call us 02392 812835 and one of our customer services team will happily take you through the returns process. You have 30 days from date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing (including any photos of damage/faults if applicable) by way of an email to sales@victorianasouthsea.co.uk

Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately, we are unable to accept goods back if any changes have been made as this will invalidate the manufacturer’s warranty. If you feel there is a fault with the product, please contact our team before attempting to assemble the item.

If you are ordering flat pack furniture, we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture, as partially assembled items are likely to be damaged in transit when returned to us.

Customers returning furniture that has been damaged or used whilst in their care (unless this has been pre-authorised by us, for example, in the case of you using an item whilst waiting to receive a replacement) will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please call us on 02392 812835 or via e-mail and we will try to arrange a replacement.

Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify faults with your order may result in a return transport fee being taken off your refund. All items are inspected and photographed before delivery to ensure they are not damaged.

Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.

For security reasons, unless otherwise stated, refunds are given by the same method that the original payment was made by or by way of credit note in the case of items returned that are not damaged or faulty.

Assembly of flat pack items are the sole responsibility of the customer. Victoriana UK Limited accepts no responsibility for damage to any parts by a third party.

Guarantee – Almost all Victoriana UK Ltd products are covered by our 1-year guarantee. The guarantee period starts from the date you receive your furniture and is renewed if an item is replaced due to being damaged or faulty. If an item is replaced then the new guarantee period will start on the date the replacement is delivered or collected. If anything should happen to the furniture within that year that would be considered a fault and would make the item unfit for purpose, we will happily arrange a replacement, repair or credit note at the customer’s discretion. This guarantee is not insurance backed and does not affect your statutory rights.

Please note that items bought directly from our ‘clearance’ outlet, due to being end of line products, are not covered by this guarantee as they usually have some minor cosmetic defects and often can’t be replaced due to being one off items or ex-display. This only applies to items bought from our ‘clearance’ outlet and not to any items marked as sale items on our website. Our sales team will be happy to explain what and where the defects are on the item before you purchase them.

Bespoke Products - Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged in transit. Victoriana UK Limited reserves the right to offer a repair or replacement only of bespoke items and will not refund items unless we have had the opportunity to amend any damages/faults first. All bespoke items will have been signed off by you, prior to the order being placed. Any amendments made after the drawings have been signed off may be liable to further charges.

Collection - If you would like us to collect any unsuitable goods, you will be charged at the cost of your original delivery. It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.

Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our warehouse within 30 days of delivery. Please be aware collections are an all-day service and we are not able to advise specific delivery times in advance.

Unfortunately, due to the costs involved in scheduling collections, we may impose a charge if the collection is missed. Please contact our Customer Services team on 02392 812835 to discuss your options if you are concerned about your collection.

This cancellation policy does not affect your statutory rights.

 

 

 

 

 

 

Returns within 14 days of delivery

*Applies to online sales only

Returns within 14-30 days of delivery

*Applies to online & shop sales

Damaged or faulty on receipt

  • Free exchange for a replacement* or alternative product of equal value.

or

  • Free collection & full refund to original payment method.
    Includes all charges up to purchase value, including delivery.
  • Free exchange for a replacement or alternative product of equal value. *

or

  • Free collection & full refund in the form of a credit note or original payment method.
    Includes all charges up to purchase value, including delivery.

Not suitable

  • Free exchange for an alternative product of equal value**.

or

  • You can return the goods to our warehouse in saleable condition for a credit note or refund for the full value of your order.  The goods must be returned in original packaging.

Or

We can arrange collection of your items at the cost of your original delivery***.

 

Please note:

  • Refunds will be made in the same form as the original payment or in the form of a credit note minus the transport charge where applicable.
  • Free exchange for an alternative product of equal value, minus the transport cost where applicable**.

or

  • You can return the goods to our warehouse in saleable condition for an exchange or credit note.

or

  • We can arrange collection at the cost of your original delivery***. The goods must be packaged for collection.

Please note:

  • Refunds will be in the form of a credit note, minus return transport charge where applicable.