Returns & Refunds

Two different things get called “a return”, and they are treated differently here. If something arrived damaged, defective or simply not what you ordered, that is ours to put right and it costs you nothing. If the piece is fine and you have changed your mind, the return is yours to arrange and there are costs involved. This page is honest about both.

If something is damaged, defective or wrong

We repair, replace or refund it in full, including any delivery charge you paid, and we cover the freight in both directions. There is no restocking fee and no cost to you.

To make that straightforward, please tell us within 48 hours of each delivery, with photographs of the item and of the packaging it arrived in.

For freight deliveries there is one step that matters more than any other, and it happens before you contact us: note the damage on the carrier's delivery receipt before you sign it. A clean signature is a record that the goods arrived intact, and it makes a freight claim far harder to win. Our Shipping Policy sets out exactly what to check.

If you spot a manufacturing fault later that was not visible on arrival, contact us anyway. Concealed damage and manufacturing defects are still ours to resolve; the 48-hour window is about damage that happened in transit, which the carrier will only accept if it is reported quickly.

If you have changed your mind

Contact us within 10 days of delivery to return most items. To be accepted, the item must be:

• unused, unassembled and in the condition it arrived in;
• in its original packaging, with all hardware, fittings and documentation included;
• authorized by us first, so we can give you the correct return address.

Please do not send anything back before contacting us. Furniture returns go to the warehouse the item shipped from, and an unauthorized return can be refused or lost in transit.

What a change-of-mind return costs

These charges apply, and we would rather you knew them before you order:

• Return freight. You pay the cost of getting the item back. We will arrange the collection and quote you the cost before anything is booked, so you can decide with the actual number in front of you.
• A 25% restocking fee, calculated on the price of the returned item and deducted from your refund.
• A 25% repackaging fee if the original packaging is missing or unusable. Keeping the box is the best way to avoid it.
• A 2.5% card processing charge, deducted from the refund.
• The original delivery charge, where your order showed one at checkout. It paid for a delivery that has already been made, so we keep it from the refund.
• Any Delivery credit. A Delivery credit applies to the order as delivered. On a change-of-mind return, the credit is deducted from your refund.

Your return authorization confirms the exact deductions before you ship anything.

Where delivery was included in the price of a piece, its delivery cost is covered by the restocking fee, and nothing further is deducted for it.

We state this plainly because furniture freight is expensive, and a clear rule before you order is better than a surprise deduction after the fact. The most reliable way to avoid all of it is to measure your space and check the dimensions on the product page before ordering.

What cannot be returned for change of mind

• Made-to-order, custom and made-to-measure pieces.
• Items marked final sale, clearance or as-is at the time of purchase.
• Assembled items, and items no longer in their original packaging. Freight carriers will not accept furniture that is not properly packed, and damage in transit on a return you arranged is not recoverable.
• Mattresses, bedding and other items that cannot be resold once opened.

None of these exclusions apply to a damaged, defective or incorrect item. Those are covered whatever the item is.

How refunds are issued

Refunds go back to the original payment method. We process them once the returned item reaches the warehouse and has been inspected, normally within five business days of it arriving, and your bank or card issuer then takes its own few days to show it.

If an item comes back used, assembled, damaged in a return shipment you arranged, or missing parts, we will contact you with what we have found and what we can refund before doing anything.

Cancelling instead of returning

If you change your mind before the order dispatches, cancel it, which costs nothing at all. Freight orders are released to the warehouse quickly, so let us know as soon as you can. See our Shipping Policy for how cancellation works.

Starting a return

Email hello@cradleandhearth.com or use the contact form with your order number and what you would like to do. We will confirm whether the item is returnable, quote the return freight, and send you the return address and instructions.

Your legal rights

Nothing in this policy limits rights you have under applicable consumer law, including rights relating to goods that are faulty or not as described.