Refund and Returns Policy
At Signature Space, we want you to be happy with your purchase. This Refund & Returns Policy explains how returns, refunds, cancellations, and exchanges work for orders placed on our website.
Important: Some items may be made-to-order, part of a furniture pack, or supplied by multiple manufacturers. Please read the “Made-to-Order & Pack Orders” section carefully.
1) Returns – Standard items
If you change your mind, you may be able to return eligible items within 14 days of receiving your order (in line with the UK Consumer Contracts Regulations), provided that:
- The item is unused, in resalable condition, and returned in original packaging
- All accessories, manuals, and parts are included
- The product is not excluded under section 3
To start a return, email us at info@signaturespace.co.uk with:
- Order number
- Items you want to return
- Reason for return (optional but helpful)
- Photos (if damaged or faulty)
2) Faulty or damaged items
If an item arrives damaged or faulty, please notify us within 48 hours of delivery (or as soon as reasonably possible) so we can resolve it quickly.
We may request:
- Clear photos/videos of the damage/fault
- Photos of packaging
- Delivery label details
Depending on the situation, we may offer:
- A replacement part
- A replacement item
- Repair (where appropriate)
- A full or partial refund
Your statutory rights under the Consumer Rights Act 2015 are not affected.
3) Items that cannot be returned (non-returnable)
Returns may not be accepted for:
- Made-to-order / customised items (including bespoke packs, custom colour/size selections, or items ordered specifically for you)
- Items that have been assembled, installed, or used
- Mattresses, bedding, or hygiene-related products once opened (where applicable)
- Clearance items marked final sale (if stated at purchase)
- Gift cards / digital products (if applicable)
If you’re unsure whether your order is returnable, contact us before placing your order.
4) Made-to-Order & Pack Orders (Landlord/Student/HMO/Serviced Apartment Packs)
Many of our furniture packs are supplied as a set and may be sourced from multiple suppliers. For pack orders:
- You may not be able to return individual items from a pack unless agreed in writing.
- If your pack includes made-to-order items, returns may be restricted or not possible once processing begins.
- If you request changes after confirmation, we may charge an administration or restocking fee.
We’ll always try to be fair and help you find a suitable solution.
5) Cancellations (before dispatch)
If you need to cancel an order:
- Before dispatch: contact us immediately at info@signaturespace.co.uk.
- If the order is already in processing or is made-to-order, cancellation may not be possible, or fees may apply.
If the order has already shipped, you can request a return (if eligible) under section 1.
6) Refunds (how and when)
Once we receive and inspect the returned item(s), we’ll confirm the outcome and process any approved refund.
- Refunds are issued to the original payment method
- Refunds are typically processed within 5–10 business days after inspection (bank timing may vary)
Delivery charges:
- Standard delivery costs are usually not refunded unless the return is due to our error or the item is faulty/damaged.
- If only part of the order is returned, delivery charges may not be refundable.
7) Return shipping and collection costs
- For change-of-mind returns, you are responsible for return shipping costs.
- For large items, we may arrange collection and deduct collection costs from the refund (we will confirm costs before booking).
- If the item is faulty/damaged, we will cover reasonable return/collection costs where applicable.
8) Exchanges
If you want to exchange an item, please contact us at info@signaturespace.co.uk. Exchanges depend on:
- Stock availability
- Return eligibility
- Supplier timelines (especially for made-to-order items)
Often, it’s faster to return an eligible item and place a new order.
9) Refused deliveries and failed delivery attempts
If delivery is refused or repeated delivery attempts fail due to incorrect address details or unavailability:
- The courier may return items to us
- Additional redelivery/handling fees may apply
- Any refund issued may be reduced to cover shipping/collection/handling costs
10) How to request a return
Email us at info@signaturespace.co.uk with:
- Order number
- Item(s) to return
- Delivery address
- Photos if damaged/faulty
We will provide return instructions and the next steps.
11) Contact details
Signature Space
Address: 49 Featherstone Street, LONDON, EC1Y 8SY, UNITED KINGDOM
Email: info@signaturespace.co.uk
Phone: +44 20 7946 0000