Returns Policy

RETURNS & REFUNDS POLICY

At RSB Furniture, we are committed to delivering high-quality products and excellent customer service.

RSB Furniture is a trading name of I.M.A Furniture Trading Ltd, a company registered in the United Kingdom.

Please read this Returns & Refunds Policy carefully before placing an order.

1. Your Legal Rights (UK Customers)

If you are a consumer purchasing online, you may have rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Nothing in this policy affects your statutory rights.

2. Made-to-Order & Bespoke Products

Most of our beds are made to order or customised (e.g. size, fabric, colour, storage options).

Therefore:

  • Custom-made or bespoke products are non-refundable and non-returnable unless faulty or damaged.

  • This includes beds manufactured specifically to your specifications.

3. Returns for Faulty or Damaged Goods

You may request a return if your product:

  • Has a manufacturing defect, or

  • Was damaged during delivery.

3.1 Timeframe

You must notify us within 48 hours of delivery if your product arrives damaged, and within 28 days for manufacturing defects.

3.2 How to Request a Return

To initiate a return, contact us at:

📧 support@rsbfurnitureltd.co.uk

Please provide:

  • Order number

  • Description of the issue

  • Clear photos/videos showing the defect or damage

4. Assessment & Approval

We will review your request and may ask for additional information.

If your return is approved, we will provide instructions on the next steps.

Do not return any items without our written approval.

5. Return Collection & Costs

If the product is confirmed to be faulty or damaged:

  • We will arrange collection or return.

  • We will cover reasonable return costs.

If no fault is found, you may be responsible for return costs.

6. Refunds or Replacements

Once the returned item has been inspected, we will offer one of the following:

  • Repair

  • Replacement

  • Refund (full or partial, depending on the circumstances)

Refunds will be issued to the original payment method within a reasonable timeframe.

7. Items Not Eligible for Return

We do not accept returns for:

  • Change of mind (for bespoke or made-to-order items)

  • Normal wear and tear

  • Damage caused by misuse, neglect, or improper assembly

  • Stains, spills, or accidental damage

  • Mattress protectors, bedding, or accessories for hygiene reasons (unless faulty)

8. Condition of Returned Items

Returned items must:

  • Be in original condition (unless faulty)

  • Include original packaging where possible

9. Trade Customers

If you purchase as a business or trade customer (e.g. landlord, HMO, hotel):

  • Consumer cancellation rights may not apply.

  • Returns are subject to separate trade terms.

10. Contact Us

For any questions regarding returns, please contact us:

📧 support@rsbfurnitureltd.co.uk

11. Policy Updates

This policy may be updated at any time.
By placing an order, you agree to the latest version of this policy.