Returns & refunds
Your 14-day right to cancel, how to start a return, who pays carriage, and what we do about damaged items.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel an online or telephone order at any point up to 14 days after the day you receive the goods. You then have a further 14 days to return the items.
Returns at a glance
| Situation | What we do |
|---|---|
| Damaged or faulty on arrival | Refund or replacement, including return carriage |
| Changed your mind — unused, undamaged, repackaged | Full refund minus return carriage |
| Bespoke / made-to-measure / fabric-personalised | Not returnable except for fault (statutory rights unaffected) |
| Mattresses with hygiene seal broken | Not returnable for hygiene reasons |
| Outside 14 days but within warranty | Covered under warranty policy |
How to start a return
- Email enquiries@jandmmcewen.co.uk with your order number and reason, or call +44 1856 872281.
- We will reply within one working day with a return reference and collection options.
- Keep the original packaging where possible — bulky items returned without it are at risk of damage in transit.
- Once the goods arrive back in resalable condition we will refund within 7 working days, to the original payment method.
Who pays return carriage?
- Damaged, faulty, or wrong item sent: we pay.
- You changed your mind: you pay. The cost depends on the item size and address — we will quote you a fair price before collection.
- Returning in person to our showroom: always free.
Refund timing
We process refunds within 7 working days of receiving the goods back. Your bank may take a further 3–5 working days to show the money on your statement. If 14 calendar days have passed and you have not seen the refund, please email us with your order number.
Damaged on delivery — what to do
If goods arrive damaged, please sign for them as "Damaged", take photographs of the packaging and the item, and email us within 48 hours. We need the photos to make a carrier claim. See the damage & defects page for the full process.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which gives you up to six years from the date of delivery to claim for goods that are not of satisfactory quality, fit for purpose, or as described.
Talk to a person
Phone +44 1856 872281
Email enquiries@jandmmcewen.co.uk
Showroom
76 Junction Rd
Kirkwall, Orkney Islands
KW15 1AR, United Kingdom
Opening hours
Mon – Fri 9.00am – 5.00pm
Saturday 9.00am – 4.00pm
Sunday closed