At Abercrombies Interiors Ltd, we want you to be happy with your purchase. This Returns and Refunds Policy explains your rights to cancel an order, return products and receive a refund.
This policy applies to purchases made from Abercrombies Interiors Ltd through our website and subsequent email correspondence.
Nothing in this policy affects your statutory rights as a consumer.
For information about in-store returns and refunds, please see Section 11 and our In-Store Returns and Refunds Policy.
- Your Right to Cancel
If you are a consumer purchasing goods from us online or by other means of distance communication, you generally have the right to cancel your purchase within 14 days of receiving the goods, without giving a reason. If you cancel your purchase, you will be required to return the goods to us.
The cancellation period ends 14 days after the day on which you, or a person you nominate (other than the delivery carrier), receives the goods.
Where an order consists of multiple goods delivered separately, the cancellation period generally begins when you receive the final item.
You do not need to provide a reason for cancelling.
How to Cancel
To exercise your right to cancel, please contact us clearly stating that you wish to cancel your purchase.
You can contact us by:
Email: studio@abercrombies.co.uk
Telephone: 0191 281 7182
Postal address: 22 Clayton Road, Newcastle upon Tyne, NE2 4RP, United Kingdom.
You may use the cancellation form provided at the end of this policy, but you do not have to use it.
Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and, in any event, within 14 days of notifying us of your cancellation.
- Products That Cannot Be Returned
The 14-day cancellation right does not apply to certain types of products.
This may include:
products made to your specifications or clearly personalised for you;
bespoke or made-to-measure products;
products that are liable to deteriorate or expire quickly; and
sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
If a product is non-returnable because it has been made specifically for you or falls within another legal exception, we will make this clear to you before you purchase it.
If you are unsure whether a particular product can be returned, please contact us before making your purchase.
- Returning Products
When returning a product, please ensure that it is securely packaged and, where possible, returned in its original packaging.
You are responsible for taking reasonable care of the product while it is in your possession.
If you cancel your purchase due to changing your mind, you are responsible for the cost of returning the goods to us unless:
the goods are faulty or not as described; or
we have agreed to cover the return cost.
We recommend obtaining proof of postage or using a tracked delivery service when returning goods, as we cannot be responsible for goods that are lost or damaged while being returned to us.
- Condition of Returned Products
You have a legal right to handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to do in a shop.
If goods are handled beyond what is reasonably necessary and their value is reduced as a result, we may be entitled to make a deduction from your refund to reflect that reduction in value.
Products should therefore be returned in a condition that allows them to be resold where possible.
- Refunds
If you cancel your purchase in accordance with your statutory cancellation rights, we will refund you the price paid for the goods.
We will also refund the cost of standard delivery paid when you placed your order. If you chose a more expensive delivery option than our standard delivery service, we are not required to refund the additional cost.
We will issue your refund without undue delay and generally within 14 days of the earliest of:
the day we receive the returned goods; or
the day you provide evidence that you have returned the goods.
We may delay the refund until we have received the goods or you have provided evidence that you have returned them.
Refunds will normally be made using the same payment method that you used to make the original purchase, unless we have agreed otherwise. Please note that we only accept card payments.
- Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty or does not match the product you purchased, please contact us as soon as possible at studio@abercrombies.co.uk.
Please provide details of the issue and, where appropriate, photographs of the product and its packaging.
We will assess the issue and advise you of the appropriate next steps.
Where a product is faulty, not as described or otherwise does not meet your legal rights, you may be entitled to a repair, replacement or refund depending on the circumstances and your legal rights.
We will not ask you to pay return costs for a product that is faulty, damaged or incorrectly supplied.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
- Damaged Products on Delivery
Please inspect your product as soon as reasonably possible after delivery.
If your product has arrived damaged, please contact us at studio@abercrombies.co.uk as soon as possible and, where possible, provide photographs of:
the product;
the packaging; and
any visible damage.
Please retain the original packaging until the issue has been resolved, where possible.
We will advise you whether the product needs to be returned and arrange the appropriate next steps.
- Products That Are Not Faulty
If you simply change your mind about a product, your statutory cancellation rights described in Section 1 will apply where applicable.
For products that are not covered by the statutory cancellation right, such as bespoke or personalised products, we are not required to accept a return unless the product is faulty, incorrectly supplied or otherwise does not meet your legal rights.
We may, at our discretion, agree to accept a return in other circumstances. Any such arrangement will be agreed with you before the return is made.
- Exchanges
We do not routinely offer exchanges.
If you would like to exchange a product, please contact us at studio@abercrombies.co.uk and we will advise whether an exchange is possible.
Where an exchange is not possible, you may be able to return the original product and place a new order, subject to your statutory rights.
- Refunds for Delivery Charges
Where you exercise your statutory cancellation right, we will refund the cost of our standard delivery service.
If you selected a more expensive delivery option, we will only refund an amount equivalent to the cost of the standard delivery service.
Where a product is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights, we will cover reasonable return and replacement delivery costs where required by law.
- Purchases Made in Store
If you purchase a product in person from our showroom, you may return the product in accordance with our in-store returns policy, provided that the product meets the applicable return conditions.
We accept returns of unused and unopened products within 14 days of purchase, if you have proof of purchase. Refunds will be made using the original payment method.
Your statutory rights remain unaffected if a product is faulty, damaged, not as described, or does not meet the requirements of the Consumer Rights Act 2015.
- Contact Us
If you have any questions about returns, refunds or cancellations, please contact us:
Abercrombies Interiors Ltd
Email: studio@abercrombies.co.uk
Telephone: 0191 281 7182
Postal address: 22 Clayton Road, Newcastle upon Tyne, NE2 4RP, United Kingdom.
Model Cancellation Form
If you wish to cancel/return your purchase, you do not need to use this form. You can simply email us at studio@abercrombies.co.uk with a clear statement that you wish to cancel your order.
Alternatively, you may copy the model cancellation form below and send it to us:
To: Abercrombies Interiors Ltd, 22 Clayton Road, Newcastle upon Tyne, NE2 4RP, United Kingdom.
studio@abercrombies.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Product(s):
Ordered on:
Received on:
Name:
Address:
Signature (only if this form is notified on paper):
Date:
This Returns and Refunds Policy was last updated on 25/08/2026.