Refund policy

Returns Policy

Last updated: November 2024

1. General Information

  • As a business selling secondhand furniture, each of our items is unique and sold “as-is”. We strive to provide detailed descriptions and photographs to accurately represent the condition of our products.
  • All items are available for collection only from our store located in Xcel Furniture, Llandsteffan Road, Johnstown, Carmarthen SA31 3BP. We do not offer delivery services at this time.
  • This policy applies to purchases made online for collection from our premises.

2. Inspecting Your Item Upon Collection

  • We strongly encourage you to inspect your item thoroughly before taking it away from our premises.
  • Once an item is collected and taken off our premises, we assume that you are satisfied with its condition, and we cannot accept returns due to change of mind or for minor wear and tear consistent with secondhand goods.

3. Returns for Faulty or Misdescribed Items

  • In accordance with the Consumer Rights Act 2015, if an item you purchased is faulty or not as described, you are entitled to a repair, replacement, or refund.
  • If you believe your item is faulty or misdescribed, please notify us within 14 days of collection by contacting us at info@xcelfurniture.co.uk with:
    • Your order number
    • A detailed description of the issue
    • Photos of the fault or discrepancy

4. Eligibility for Returns

  • To be eligible for a return, the item must be in the same condition as it was when collected.
  • Items that have been damaged after collection due to mishandling, improper use, or accidents will not be eligible for a return or refund.

5. Non-Returnable Items

  • Due to the nature of secondhand furniture, we do not accept returns for the following:
    • Change of mind after collection
    • Items with minor cosmetic imperfections that are clearly described in the product listing
    • Items that have been altered, modified, or repaired after collection

6. Refunds (if applicable)

  • If your return is approved, we will process your refund to the original method of payment within 7-10 business days.
  • Refunds will only cover the cost of the item; any other costs, such as transport to and from our location, will not be reimbursed.

7. Cancellations

  • Orders can be cancelled prior to collection without any charge. Once an item has been collected, it cannot be cancelled or refunded unless it falls under the conditions mentioned in section 3.

8. Contact Us

If you have any questions about our returns policy, please contact us at:

Xcel Furniture
info@xcelfurniture.co.uk
01267 255995
Llansteffan Road, Johnstown, Carmarthen SA31 3BP.