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As much as we want you to love your new furnishings, we realise that from time-to-time things don’t work out how you might imagine them. Below we have explained returns and cancellation information. Due to the nature and choice of our products, we are unable to put in place a simple ‘one rule fits all’ policy, but if you have changed your mind, or are unhappy with your purchase, and would like to enquire a about a return, here’s how we can help…
Return Guidelines
PRODUCT |
RETURNS |
CANCELLATION |
CONTACT |
| Furniture |
If your item/s are purchased from stock and you find that they are not suitable, we can often accept a return request for these items. In this event, the original delivery charge will not be refunded and an ‘uplift charge’ would apply. This can often be more expensive than our standard delivery service which is partly subsided by your purchase. We are unable to accept return requests for ‘Special Order’ or ‘Made-to-order’ goods. Please note that clearance items are excluded, and, for hygiene reasons, we are unable to accept returns of mattresses or beds unless found faulty |
Any goods which are ‘Special Ordered’, or ‘Made-to-Order’, and are in-progress with our supplier/s cannot be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage. |
Should you find a problem or fault with your furniture, please contact our customer service department 01382 901130 where we will endeavour to look into your order.
|
| Carpets & Flooring |
As you would expect, due to the nature of these products, and them being cut/altered from their original size to fit your property, we are unable to accept any returns. If you have a spare pack of LVT, laminate, or wood flooring that is not ‘Special Ordered’, ‘Made-to-Order’, or purchased as ‘Clearance’, then we are normally able to accept a return within 3 days of delivery. Should the fitted goods be found faulty then Gillies will endeavour to establish a suitable resolution by way of repair, replacement or reselection. |
Any goods which are ‘Special Ordered’, or ‘Made-to-Order’, and are in-progress with our supplier are unable to be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage. |
Should you find a problem, or fault, with your new flooring or fitting, please contact our customer service department 01382 901150 (or Freephone 0808 901 9436) where we will endeavour to look into your order. |
| Home Accessories |
If you wish to return or exchange your items, you may do so on the condition that the goods are in original condition with packaging undamaged. All returns must be accompanied with the original receipt and within 28 days of purchase. Due to hygiene reasons, we are unable to accept returns of pillows, duvets, mattress protectors, and pillow protectors regardless of date of purchase, or whether they have been unopened. |
Any goods which are ‘Special Ordered’ or ‘Made-to-Order’ and are in-progress with our supplier/s are unable to be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production or transportation by the manufacturer. We cannot accept cancellations after this stage. |
Should you find a problem or fault with your home accessories, please contact our homeware department on 01382 477281, where we will endeavour to look into your order. |
Return FAQs
What
if my furniture doesn’t fit?
We provide specification sheets for all of our furniture items, and we’re also on hand in store with tape measures to get all the sizes you may need. So, you can go home with your desired new furniture measurements and survey your space to make sure you are purchasing the right size! Suitable access for the goods is the responsibility of the customer so it may also help to bring your sizes in to store, or to measure your existing furniture to compare. If you are concerned about access, please mention this to one of our sales advisors who may be able to show alternative products that can be dismantled for peace of mind.
Top Tip: If you are concerned that your furniture may not be the right size for your room, our sales team recommend trying The Newspaper Hack; simply lay down newspaper on the floor to show the footprint of the furniture when in situ, this will give you a better visualisation for the remaining space around it.
Can
I return a mattress or pillow?
Due to hygiene reasons, we are unable to accept returns for the following items, regardless of date of purchase, or whether they are unopened: pillows, duvets, mattresses, mattress protectors, and pillow protectors.
What
happens if I think my goods are faulty or damaged?
We carry out pre-delivery quality checks on most products to ensure your order is as you would expect, however, if you are concerned that you have received a faulty, flawed or damaged item/s, please let our Customer Service Team know at point of delivery, for contact information please see customer service page. Please remember that if your delivery is conducted by an external courier (not arranged by Grampian Furnishers), we cannot accept responsible for the condition that your product/s arrive in, however are happy to conduct quality checks at the point of uplift, including photographing on request.
For full conditions of sale, please see our terms and conditions.
For full conditions of sale, please see our terms and conditions.