Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@themillfurnitureoutlet.com. Please note that returns will need to be sent to the following address:
Providence Mill, Alexandra Street, Hyde, Cheshire, SK14 1DX
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@themillfurnitureoutlet.com.
Return fees
Where an item needs to be returned to us, a collection and return charge may apply. This charge covers the costs involved in arranging collection, transportation, handling, and processing of large or bulky items.
The standard return charges are:
- Mattress: £80
- Sofa set: £120
These charges apply where we are required to arrange collection of the item from the customer’s address. The applicable return cost will normally be deducted from any refund due to the customer.
Items must be made available for collection on the agreed date and should, where reasonably possible, be in a suitable and accessible location for our collection team. If a collection cannot be completed because the item is unavailable, inaccessible, or the customer is not present at the agreed time, an additional collection charge may apply if a further collection needs to be arranged.
Return charges may vary where there are unusual collection circumstances, including difficult access, additional labour requirements, or collection from locations outside our normal delivery area. Where this applies, we will inform the customer of any additional cost before arranging the collection.
Where an item is confirmed to be faulty, damaged, incorrectly supplied, or otherwise covered by the customer’s statutory rights, return or collection charges will be handled in accordance with those rights and may not apply.
Any applicable return charge will be clearly communicated before the return or collection is arranged.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Please note that some items are non-returnable due to their nature. These include:
Made-to-order or customised furniture, such as sofas or beds manufactured to your selected size, fabric, or configuration.
Mattresses that have been unsealed or used, due to hygiene reasons.
Clearance or ex-display items.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@themillfurnitureoutlet.com.
