What if I wish to cancel my order?

The following information applies to orders placed on the Liberty website and telephone orders only (if you have purchased in store, please speak to a member of our sales team for more information 01686 622500 / email: hello@libertyfurnishings.co.uk).

In compliance with the Consumer Contracts Regulations, you have a cooling off period, during which time you can cancel your order with us. The cooling off period starts the moment you place your order and up to 14 days from the day you receive your item/s. Your cancellation must be sent to us within these 14 days in writing either by email to hello@libertyfurnishings.co.uk or post to Liberty Carpets Ltd. Ground Floor West Suite, The Royal Welsh Warehouse, Old Kerry Road, Newtown, Powys SY16 1BH.

Cancellation pre-delivery:

If after placing your order you have a change of heart and wish to cancel, all you need to do is let us know as soon as possible in writing by email to hello@libertyfurnishings.co.uk or by post. Please remember to quote your order number and any additional relevant information.

If the item/s you ordered was marked as in stock, you can cancel at any time before delivery or collection from our warehouse (if you opted to click & collect your order).

If the item/s you ordered were not marked as in stock (but were made to order, bespoke or not in stock) it is likely that we will have commissioned a supplier to make it/them for you and therefore are not subject to the Consumer Contracts Regulations. In this instance, cancellation requests are at the discretion of Liberty and in order to cancel we may have to pass on any reasonable costs borne by the company – this can be up to 25% of your total order value.

Cancellation post-delivery:

If after receiving your item/s you have a change of heart and wish to return it/them, you have up to 14 days from the day you receive your item/s to contact us in writing by email to hello@libertyfurnishings.co.uk or by post. Please be aware that if you are returning the item/s, and they have no defects or faults, you will be required to arrange and pay for the costs of returning them. If you are not able to arrange to return your item/s, we can arrange to collect the goods for you and we reserve the right to charge you the direct cost of collection.

It is your responsibility to ensure that the goods are in an ‘as new’, excellent and unused condition and within the original packaging for it’s return journey. Once received back at our warehouse, we will inspect the item/s to ensure everything is as expected and complete, once satisfied we will arrange for a refund using the same method as your original payment (where possible).

Please note if the item/s you ordered were not marked as in stock (but were made to order, bespoke or not in stock) it is likely that we will have commissioned a supplier to make it/them for you and therefore are not subject to the Consumer Contracts Regulations. In this instance, cancellation requests are at the discretion of Liberty and in order to cancel we may have to pass on any reasonable costs borne by the company – this can be up to 25% of your total order value.

If you have noticed a defect or fault on your item/s, please make a note of this on your delivery note and contact us as soon as you are able. We will work with you to resolve any issues as quickly as possible and in line with the Consumer Contract Regulations.

Any item/s that are returned to us must be sent to our main warehouse and we must be pre-advised of the expected return date where our delivery team will inspect the item/s and let you know what will happen next;

The Royal Welsh Warehouse

Old Kerry Road

Newtown

Powys

SY16 1BH

Our main warehouse accepts goods by prior arrangement only.

Due to hygiene reasons pillows, duvets, and mattresses with opened packaging cannot be returned unless in accordance with your legal rights – for example, if the product was confirmed as defective by us.

What if the item/s is faulty?

If you have noticed a defect or fault on your item/s, please make a note of this on your delivery note and contact our Customer Services team on 01686 622500 or email sales@libertyfurnishings.co.uk as soon as you are able. We will do our best to help resolve any issues that you have as quickly as possible and in line with the Consumer Contract Regulations.

Complaints

If you are not entirely satisfied with your purchase, please contact our Customer Services team on 01686 622500 or email sales@libertyfurnishings.co.uk and we will do our best to help resolve any issues that you have.

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