REFUND & RETURN POLICY

Last updated: 15 August 2026

This Refund & Return Policy applies to purchases made through www.istikbalfurniture.co.uk and should be read together with our Terms & Conditions.

This Policy explains how cancellations, returns and refunds are handled for online orders.

Nothing in this Policy affects or limits your statutory rights as a consumer.

1. Overview

This Refund & Return Policy applies to purchases made through www.istikbalfurniture.co.uk and should be read together with our Terms & Conditions.

This Policy explains how cancellations, returns and refunds are handled for online orders.

Nothing in this Policy affects or limits your statutory rights as a consumer.

2. Cancellation

If you purchase eligible goods through our website, you have a statutory right to cancel your contract.

You may cancel your contract within 14 days from the day after the day on which you, or a person nominated by you, receives the goods.

To cancel your order, you must clearly communicate your decision to us before the cancellation period expires.

You may contact us using the details provided in Section 14 – Contact Us.

You do not have to use a particular form to cancel your order, provided that you clearly communicate your decision to cancel.

3. Products Excluded from Cancellation

The statutory cancellation right does not apply where a relevant legal exception applies.

This may include certain products that:

are made to the consumer’s specifications;
are clearly personalised; or
are supplied in protective packaging and are not suitable for return for reasons of health protection or hygiene where the protective packaging has been opened after delivery.

The fact that a product is described as “made to order” does not, by itself, remove the statutory cancellation right.

Further information about mattress cancellation and hygiene is provided in Section 11 – Mattresses.

4. How to Cancel

To cancel your order, please contact us using the email address, telephone number or contact form provided on our Contact Us page and clearly state that you wish to cancel your order.

Please include your order number and sufficient information for us to identify the order.

You do not need to use a specific cancellation form.

5. Returning Goods After Cancellation

If you cancel your order after receiving the goods, you must return the goods to us without undue delay and in any event no later than 14 days after the day on which you informed us of your cancellation.

You may either:

arrange the return yourself using a carrier of your choice; or
ask Klinai Ltd to arrange collection on your behalf.

If you arrange the return yourself, you are responsible for the return arrangements and the direct cost of returning the goods, where permitted by law.

If you ask Klinai Ltd to arrange collection, the applicable collection cost will be payable by you, where permitted by law.

Further information about collection costs is provided in Section 6 – Collection Arranged by Klinai Ltd.

6. Collection Arranged by Klinai Ltd

If you ask Klinai Ltd to arrange collection of the goods following cancellation, the collection will be arranged as a separate transport service from the original delivery.

The collection cost may therefore differ from the original delivery charge, including where the original delivery was provided at a discounted rate or free of charge.

The collection cost will be based on the reasonable direct cost of arranging the collection, including, where applicable, the cost charged by a third-party transport or collection provider.

Where the collection cost can be determined in advance, we will inform you of the applicable cost before arranging the collection.

Where the collection cost cannot reasonably be determined in advance, we will provide an estimate before arranging the collection.

The collection cost will be payable by you where permitted by applicable law.

7. Returning the Goods Yourself

If you choose to arrange the return yourself, you may use a carrier of your choice.

The goods must be returned to the address provided by Klinai Ltd for returns.

You are responsible for the return arrangements and the direct cost of returning the goods, where permitted by law.

You are also responsible for ensuring that the goods are adequately protected during transportation.

We recommend using an appropriate transport service that is capable of safely transporting furniture of the relevant size and nature.

Where reasonably appropriate, you may wish to use a trackable or insured transport service.

Klinai Ltd is not responsible for loss or damage occurring during a return arranged by you, except where applicable law provides otherwise.

8. Condition of Returned Goods

You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to examine them in a shop.

Returned goods should be in a condition that allows us to assess their nature, characteristics and functioning.

If you handle the goods beyond what is reasonably necessary and this results in diminished value, we may make a deduction from your refund to reflect that diminished value, where permitted by law.

This may include damage, excessive handling or use, missing components, parts or accessories, or other deterioration resulting from handling beyond what is reasonably necessary.

We will assess the condition of the returned goods after they have been received and determine whether any deduction is applicable in accordance with applicable law.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

9. Furniture Supplied in Flat-Pack Form

Where furniture is supplied in flat-pack form, you should take reasonable care when opening, assembling, dismantling and repacking the goods.

Furniture that has been assembled and subsequently dismantled may show signs of handling or may have a reduced value, particularly where repeated assembly and dismantling affects fixings, panels or other components.

Where applicable, any reduction in value will be assessed in accordance with Section 8 – Condition of Returned Goods and applicable law.

The original manufacturer’s packaging may not be available or may not be capable of being recreated after delivery.

You are responsible for ensuring that returned furniture is adequately protected during transportation.

10. Refunds

Where you validly cancel an eligible online order, we will refund the payments due to you in accordance with applicable law.

Where you paid a delivery charge, the amount refunded will be determined in accordance with applicable law.

If you selected a more expensive delivery option than the least expensive standard delivery option available, we are not required to refund the additional amount above the cost of the least expensive standard delivery option.

Any permitted deduction, including:

applicable collection or return costs;
diminished value resulting from handling beyond what is reasonably necessary; or
other deductions permitted by law

may be deducted from the amount refunded to you.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

11. Mattresses

Mattresses are supplied in protective packaging for hygiene and protection purposes.

If the protective packaging is opened after delivery, the statutory right to cancel may not apply where the relevant statutory exception for goods that are not suitable for return for reasons of health protection or hygiene applies.

If you wish to cancel an eligible mattress order, you should not open the protective packaging before contacting us.

12. Faulty, Damaged or Incorrect Goods

The cancellation process described in this Policy is separate from your statutory rights relating to faulty, damaged, incorrectly supplied or otherwise non-conforming goods.

If you believe that your goods are faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible and provide details of the issue.

We will assess the reported issue and determine whether the goods are faulty, damaged, incorrect or otherwise do not conform to the contract. We will provide the appropriate remedy in accordance with applicable law.

13. Late or Missing Refunds

If you have not received your refund within the applicable timeframe, please first check with your bank or payment provider, as it may take some time for the refund to appear in your account.

If you have checked with your bank or payment provider and have still not received your refund, please contact us using the details provided in Section 14 – Contact Us.

14. Contact Us

If you have any questions about cancellations, returns or refunds, or wish to contact us regarding an online order, please use the contact details provided on our Contact Us page.

Contact Us: www.istikbalfurniture.co.uk/contact-us/