If something goes wrong, we'll put it right. That's the philosophy that has helped Touched Interiors become the respected interior design brand it is today. This policy explains your right to change your mind, how returns and refunds work, and what happens if a piece arrives damaged or faulty. Nothing in it affects your statutory rights.
Changing your mind on orders placed at a distance
If you order from us without visiting the showroom (online, by phone, by email or by invoice), you have the legal right to cancel your order for any reason. You can cancel at any time from placing your order until 14 days after the day you receive it. If your order arrives in more than one delivery, the 14 days run from the day after the last piece is delivered.
To cancel, simply tell us within that period. You can request a return in your account, email enquiries@touchedinteriors.co.uk, or write to us at Touched Interiors® Limited, 26 Blackfriars Street, Manchester, M3 5JS, United Kingdom. Any clear statement is enough, or you can use the model cancellation form at the end of this page.
You then have a further 14 days from the day you tell us to send the pieces back, or to let us collect them.
The right to cancel does not apply to pieces made to your specification, or to sealed items that have been unsealed. See below.
Your refund
- We refund the price you paid for the pieces and the original delivery charge. If you chose a premium delivery service, we refund the cost of our standard delivery.
- We refund you within 14 days of receiving the pieces back, or of receiving evidence that you have sent them, whichever is sooner. If we collect the pieces, we refund you within 14 days of you telling us you wish to cancel.
- Refunds are made to your original payment method, with no fee. Depending on your bank, it can take a few further working days to show in your account.
- You may handle a piece as you would in a showroom to check it. If it has been used or handled beyond that and has lost value as a result, we may reduce your refund to reflect the loss in value.
Sending pieces back
Unless the piece is faulty or not as described, you pay the direct cost of returning it. Please pack it securely, ideally in its original packaging, and use an insured, trackable service. Returns should be sent to Touched Interiors® Limited, 26 Blackfriars Street, Manchester, M3 5JS, United Kingdom.
Most furniture cannot be sent back by post. If you would like us to collect it, please contact enquiries@touchedinteriors.co.uk or call +44(0)161 722 1983. We will confirm the cost before booking the collection and deduct it from your refund.
Pieces made to your specification
As a specialist in high-end made-to-order furniture and lighting, many of our pieces are labelled "Special Order". Where a piece is made to your choice of size, fabric, leather, finish or other options, commissioned to your design, or otherwise personalised for you, the right to cancel does not apply and it cannot be returned for a change of mind. This includes made-to-measure curtains, blinds, soft furnishings, rugs and wallcoverings.
A Special Order piece ordered in its standard specification, with no choices made for you, can be cancelled within 14 days in the usual way. If you are unsure whether your order is made to your specification, please ask us before you order.
For hygiene reasons, sealed items such as mattresses, pillows and bedding cannot be returned for a change of mind once the seal or protective wrapping has been removed after delivery.
Your rights if a piece is faulty, damaged or not as described are not affected.
Ex-display pieces
Ex-display pieces are sold as seen. Marks or wear that are described or shown to you before you buy are not a fault. If you buy an ex-display piece online or by phone, you have the same 14-day right to cancel as any other order. Ex-display pieces bought in the showroom cannot be returned for a change of mind.
Showroom purchases
The legal right to cancel applies to orders placed at a distance, not to purchases made in person. As a goodwill gesture, we accept change-of-mind returns of in-stock pieces bought in the showroom if you tell us within 14 days of delivery or collection and the piece is unused and in its original condition. This does not apply to pieces made to your specification or to ex-display pieces.
Damaged or faulty pieces
With our white glove delivery service, our specialists quality check every piece before it leaves the warehouse, and we handle each one with the care it deserves. If something does go wrong, we will put it right quickly.
Under the Consumer Rights Act 2015, every piece must be of satisfactory quality, fit for purpose and as described. This applies to every purchase, including Special Order and ex-display pieces (apart from marks or wear pointed out before you bought). If a piece is faulty or not as described:
- within 30 days of delivery, you can reject it for a full refund;
- after 30 days, we will repair or replace it, and if that is not possible or does not fix the problem, you can have a refund, which may be reduced to reflect use if more than six months have passed since delivery;
- you may have up to six years to make a claim (five years in Scotland).
We pay the cost of returning faulty or incorrect pieces.
To help us resolve things quickly, please check your pieces on delivery, note any damage to the packaging or the piece on the delivery paperwork, and let us know within 48 hours with clear photographs from different angles. Telling us later does not remove your rights, but early notice helps us act faster.
How to request a return
Ordered online: sign in to your account through Customer login, open the order and choose Request return. Select the pieces you would like to return and tell us the reason (for example, a change of mind or a fault). We will review your request and email you the next steps.
Paid by invoice or ordered through the studio: email enquiries@touchedinteriors.co.uk with your invoice or order reference and your reason for return, and we will reply with the next steps.
Model cancellation form
If you wish, you can copy and send this form to tell us you are cancelling:
To: Touched Interiors® Limited, 26 Blackfriars Street, Manchester, M3 5JS, United Kingdom. enquiries@touchedinteriors.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
Questions?
If you have any questions, please contact enquiries@touchedinteriors.co.uk or call +44(0)161 722 1983. Please see our Terms & Conditions for further information.