Refund policy
Returns & Refund Policy
Last updated: 8.30.26
At BraysUK, we want you to feel confident when purchasing furniture from us. If something isn't right with your order, please contact us and we'll work with you to find a suitable solution.
1. Change of Mind Returns
If you purchase a product from BraysUK online and simply change your mind, you generally have the right to cancel your purchase within 14 days of receiving your order, without needing to provide a reason.
Once you notify us that you wish to cancel, you will normally have a further 14 days to return the product.
Products should be returned in their original condition, with reasonable care taken to prevent damage during return transportation.
For large furniture items, we may need to arrange or coordinate the return with you because of their size and weight.
2. Return Costs
Where you are returning an item because you have changed your mind, you may be responsible for the reasonable cost of returning the product, particularly for large or bulky furniture.
We will provide return instructions and, where applicable, information about any return costs before the return is arranged.
Where a product is faulty, damaged, incorrect, or not as described, BraysUK will handle the return in accordance with your statutory consumer rights and will not expect you to bear costs that we are legally responsible for.
3. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incomplete, or different from the product you ordered, please contact us as soon as reasonably possible.
To help us resolve the issue quickly, we may ask you to provide photographs or videos showing the problem, along with your order number and relevant product information.
Depending on the circumstances, we may arrange a replacement, replacement parts, repair, return, or refund.
Your statutory consumer rights are not affected by this policy.
4. Refunds
Once an eligible return has been received and assessed, we will process your refund as soon as reasonably possible and within the applicable legal timeframe.
Refunds will normally be made using the original payment method.
For eligible cancellations, standard delivery charges will be refunded where required by law. Additional charges paid for an upgraded delivery service may not be refundable beyond the cost of the standard delivery option.
5. Product Condition
Customers may reasonably inspect products in the same way they would be able to in a shop.
However, if a product has been handled beyond what is reasonably necessary to assess its nature, characteristics, and functionality, we may be entitled to make an appropriate deduction from the refund where permitted by law.
For furniture, please take reasonable care when unpacking, inspecting, and handling products that may need to be returned.
6. Mattresses and Other Products
Certain products may have specific return conditions because of their nature, hygiene requirements, assembly, customization, or other applicable restrictions.
Any product-specific return conditions will be clearly communicated on the relevant product page where applicable.
7. Order Cancellations Before Delivery
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@BraysUK.com.
We will make reasonable efforts to stop or cancel the order before dispatch. Once an order has entered the fulfilment or delivery process, additional return arrangements may be required.
8. How to Request a Return
To request a return or refund, contact:
Email: info@BraysUK.com
Please include:
- Your full name
- Order number
- Product name
- Reason for contacting us
- Photographs or videos where relevant
- Any other information that may help us resolve the issue
We will respond with the appropriate next steps.
9. Statutory Consumer Rights
Nothing in this policy limits, removes, or replaces any rights you have under UK consumer protection law.
If a product is faulty, not as described, or does not meet the requirements of applicable consumer law, you may have additional rights to a repair, replacement, price reduction, or refund depending on the circumstances.
10. Contact Us
If you have any questions regarding returns, refunds, cancellations, or your consumer rights, please contact us at:
We aim to make the returns process as straightforward and fair as possible.