Our Returns Policy
1. Online and distance purchases: changing your mind
Unless a statutory exception applies, you can cancel an online, telephone or other distance order without giving a reason. Tell us within 14 calendar days after the day you receive the goods. If one order arrives on different days, the period runs from receipt of the last item; for goods delivered in several lots or pieces, it runs from the last lot or piece. For regular deliveries over a period, it runs from the first delivery. You can also cancel before delivery. Longer statutory periods may apply if required cancellation information was not supplied.
Send us a clear statement that you wish to cancel, using the contact details below. Return the goods within 14 days after telling us, unless we have offered to collect them. Please contact us to confirm suitable arrangements for furniture or bulky goods; this does not make your cancellation dependent on our approval.
2. Refunds for online cancellations
Where you have a statutory cancellation right, we refund the amount due, including the cost of our least expensive standard delivery where applicable. Any extra cost of a more expensive delivery service you chose need not be refunded. We use the original payment method unless you expressly agree otherwise, without a refund fee. Store credit does not replace a statutory monetary refund.
We refund without undue delay. Unless we have offered to collect the goods, the deadline is 14 days after we receive them back or receive evidence that you sent them back, whichever is earlier; we may withhold reimbursement until that point. If we have offered to collect, the deadline is 14 days after you tell us you are cancelling.
Where the law allows, a refund may be reduced for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. You can examine goods as you would in a shop. No such deduction applies where we failed to provide the required cancellation information.
3. Returning non-faulty goods
You are responsible for the direct return cost only where the law permits and we properly informed you before purchase. For goods that cannot normally be posted, the required return-cost information must also have been provided before purchase. Please contact us to discuss suitable return or collection arrangements. We do not impose an undisclosed collection, transport or restocking charge.
4. Faulty, damaged or misdescribed goods
These rights are separate from changing your mind and apply to online and showroom purchases. You generally have a 30-day short-term right to reject goods that are faulty, not as described or not fit for purpose and obtain a refund. The statutory timing and any extension for an agreed repair or replacement apply. Other remedies, including repair, replacement, price reduction or a final right to reject, may apply afterwards. We cannot insist on repair instead of a lawful short-term rejection.
Please report problems promptly and provide your order details and photographs where helpful. We may inspect the goods to establish the problem. Accepting delivery or not reporting damage to the driver does not remove your statutory rights. We accept reasonable proof of purchase, not only a paper receipt. Where you lawfully reject faulty goods, we bear the reasonable return costs required by law.
5. Made-to-specification and personalised goods
The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised. This depends on the actual order; an ordinary sofa, divan or other range is not automatically excluded. Your rights concerning faulty or misdescribed goods remain.
6. Sealed health or hygiene goods
The change-of-mind cancellation right may cease for sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery, where that statutory exception genuinely applies. There is no blanket exclusion for mattresses, bedframes, divan bases or headboards. Faulty-goods rights remain unaffected.
7. Showroom purchases
The statutory 14-day distance-selling cancellation right does not automatically apply to normal purchases made in our showroom. Please contact us about a change-of-mind request. This does not affect your rights if goods are faulty, damaged or misdescribed.
8. Your statutory rights and how to contact us
This policy does not affect your statutory rights, including any additional rights under applicable consumer law. Sale items have the same statutory rights as full-price items.
Bay Interiors
13 Seaview
Warrenpoint
County Down
BT34 3NJ
Telephone: 028 4177 4074
Email: info@bay-interiors.com
Please contact us before sending furniture back so we can confirm the appropriate return address and arrangements. This contact address is not an instruction to send goods without arrangements.
