Returns and Refunds Policy

At Interiors By Sutton, we are committed to providing excellent customer service. If you are not completely satisfied with your purchase, please review the following policy, which complies with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Right to Cancel

You have the legal right to cancel your order for any reason within 14 days of receiving the goods. To exercise this right, please notify us at support@interiorsbysutton.com within the 14-day period.

To be eligible for a refund, items must be returned in their original condition, unused, and in their original packaging. This right does not apply to:

• Bespoke or personalised items (e.g., custom-cut carpets, rugs, or runners).
• Perishable goods.
• Items unsealed after delivery that cannot be returned for hygiene reasons (e.g., mattresses or bedding).

2. Faulty or Damaged Goods

If you receive a faulty or damaged product, please contact us immediately at support@interiorsbysutton.com. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for any item that is not of satisfactory quality, fit for purpose, or as described.

Please do not assemble or cut the product if it is faulty or damaged, as we cannot provide a refund or replacement for items altered from their original condition (e.g., cutting carpets). We will arrange for the collection and replacement of faulty or damaged items at no additional cost to you.

3. Refund Process

Refunds will be processed within 14 days of receiving the returned goods or proof of return. The refund will be issued to your original payment method. You will be notified once the refund has been processed.

If you are returning an item because it is no longer wanted and not faulty:

• A 5% restocking fee will apply. This fee will be deducted from your refund to cover handling and administrative costs.
• The 5% restocking fee does not apply to:
  • Returns made within the 14-day cooling-off period, provided the items are in their original condition.
  • Returns of faulty or damaged goods.
• You will also be responsible for the cost of return shipping. Alternatively, we provide a collection service for returns at a standard cost of £49.98, regardless of the load of the carpets or items.

For faulty or damaged items, we will cover the cost of collection, and no restocking fee will apply.

4. Substitutions

In the rare event that manufacturer specifications change, we may provide a comparable replacement. If you are dissatisfied with the substitution, you may return the item within 30 days for a refund. Please contact support@interiorsbysutton.com for assistance.

5. Return Preparation

All returns must be securely wrapped and prepared for curbside collection. Drivers may require assistance with loading heavy items. Please ensure the items are in their original condition and packaging.

6. Alternative Dispute Resolution (ADR)

In the event of a dispute, we are committed to resolving it promptly and fairly. If a resolution cannot be reached, you may seek redress through an Alternative Dispute Resolution (ADR) provider. Details of an ADR provider will be provided upon request.

7. Data Privacy

Your personal data will be handled in accordance with our Privacy Policy and will only be used to process your return or refund.

8. Contact Information

For any questions or to initiate a return, please contact us at:

Interiors By Sutton Ltd
Unit A7, Radshape Business Park,
Shefford Road,
Birmingham
B6 4PL
Email: support@interiorsbysutton.com
Phone: 0121 369 0727

Please ensure that you have read and understood our full Terms & Conditions, as they contain additional information regarding our returns and refunds policy.

Note: This policy is subject to change without prior notice. Please review it periodically for any updates.