Returns Policy For Shop Collection
Last Updated: December 2025
At Marsden Grace Interiors, every piece is made or restored with exceptional care. We want you to feel fully supported and confident when purchasing from our Shop Collection, so this Returns Policy explains your rights and how we handle returns for made-to-order items, restored vintage pieces, and ready-to-ship products.
If you have any questions, please contact us at tina@marsdengrace.co.uk.
1. Overview of Return Eligibility
Different return rules apply depending on the type of product you purchase:
✔ Made-to-order shop collection items
Not eligible for return unless faulty or not as described.
✔ Restored vintage / antique shop collection items
Eligible for return only if faulty or materially misdescribed.
✔ Ready-to-ship shop collection items
Eligible for a return within 14 days under UK law (conditions apply).
These rules comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (bespoke goods exemption).
2. Made-to-Order Shop Collection (Non-Returnable)
Made-to-order furniture and cushions are created individually for each customer when you place the order online.
Under UK law, these items are non-returnable and non-refundable unless:
The item is faulty
The item is damaged on arrival
The item is not as described (wrong fabric, incorrect measurements, wrong model etc.)
This includes:
Made-to-order furniture
Made-to-order-cushions
Cut Fabric by the metre
Once production has begun, your right to cancel does not apply. For made-to-order and bespoke items, order acceptance may occur when production begins, even if your dispatch notification has not yet been sent
3. Restored Vintage & Antique Shop Items
Vintage pieces may show age-related characteristics, patina, or light wear consistent with their history. These are not considered faults.
You may return a vintage piece only if:
it arrives damaged in transit, or
it is materially misdescribed
We cannot accept returns based on:
Natural ageing
Expected wear
Minor imperfections inherent to vintage items
Colour variation between screens and real life
4. Ready-to-Ship Shop Stock Items (Standard Return Rights)
You have 14 days from receipt to notify us that you would like to return the item.
To qualify:
Items must be unused
In original condition
In original packaging wherever possible
Free from odours, pet hair, wear or marks
Return shipping must be paid by the customer unless the item is faulty.
A refund will be issued once the item is received and inspected.
5. Reporting Damages or Faults
We take great care in delivering your order, particularly when using white-glove services.
If your order arrives damaged:
Please notify us within 48 hours.
Email: tina@marsdengrace.co.uk
Include:
Your order number
Photos of the damage
Photos of the packaging
A brief description of the issue
We will:
Repair the item, or
Replace the item, or
Offer a refund (if repair or replacement is not possible)
This applies to all item types, including bespoke and made-to-order.
6. Access & Delivery Issues (Non-Refundable)
For large furniture deliveries, please ensure that:
Doorways and hallways are wide enough
Staircases and lifts can accommodate the piece
The route to your room is clear and safe
If white-glove delivery cannot be completed because access is not possible:
The item is not eligible for a refund
A redelivery fee may apply
This is standard practice for large, bespoke homeware deliveries.
You are responsible for ensuring that items can be safely delivered into your property. If delivery cannot be completed due to access issues, the item is not eligible for a refund and redelivery fees may apply
7. Cancellations
Cancellation rights vary depending on the type of item you purchase.
7.1 Made-to-Order Items
This includes:
Made-to-order shop furniture
Made-to-order shop cushions
Cut fabric by the metre
Under the Consumer Contracts Regulations 2013 (bespoke goods exemption), these items cannot be cancelled once production has begun, because they are created to your individual specifications.
You may cancel within 24 hours of placing your order
After this point:
materials may have been ordered,
fabrics may have been cut,
workshop time may have been allocated,
…and cancellation is no longer possible.
If you wish to cancel within the 24-hour window, please email us at:
tina@marsdengrace.co.uk
7.2 Restored Vintage & Antique Shop Items
Because these items are one-of-a-kind and often prepared for shipping immediately:
Cancellation is only possible before dispatch.
After dispatch, vintage shop items may only be returned if:
they arrive damaged in transit, or
they are materially misdescribed.
Change of mind returns are not accepted for vintage items.
7.3 Ready-to-Ship Shop Items
For ready-to-ship items (e.g., some accessories or lighting):
You may cancel at any point before the item is dispatched.
Once dispatched, your order falls under the 14-day return window (see Returns section).
Refunds will be issued once the returned item is received in its original condition.
7.4 White-Glove Delivery Appointments
If you cancel or reschedule a confirmed white-glove delivery appointment with less than 48 hours’ notice, a redelivery or rebooking fee may apply.
If delivery fails because:
access is not possible,
the route is unsafe,
measurements are insufficient,
…the item cannot be cancelled or refunded.
A redelivery fee will be required.
7.5 Cancelling After Dispatch
Once your order has shipped:
Ready-to-ship shop items may still be returned (within 14 days).
Vintage shop items may not be cancelled unless materially misdescribed.
Made to Order shop items cannot be cancelled or returned unless faulty.
8. Refunds
We handle refunds differently depending on the type of item you purchased.
8.1 Made-to-Order Shop Pieces
These items are made individually for you and are therefore non-refundable unless:
the item is faulty,
damaged during delivery, or
not as described (e.g., wrong fabric, incorrect measurements).
If a fault is identified, we will repair or replace the item. If repair or replacement is not possible, a refund may be offered.
8.2 Restored Vintage & Antique Shop Items
Vintage and antique pieces may have natural characteristics, patina and age-related marks.
These are considered part of their charm and are not faults.
You are eligible for a refund on a vintage piece only if:
it arrives damaged in transit, or
it is materially misdescribed (significant features were inaccurately represented).
We cannot offer refunds for:
expected age-related wear
slight colour variation between screens and real life
minor imperfections that are typical of vintage furniture
a change of mind
If your item arrives damaged, you must notify us within 48 hours with photos of the damage and packaging.
8.3 Ready-to-Ship Shop Items
Ready-to-ship shop items may be returned for a refund within 14 days of receiving your order, provided that:
the item is unused,
in original condition, and
in its original packaging where possible.
Return shipping is the customer’s responsibility unless the item is faulty.
Once returned and inspected, approved refunds will be processed to your original payment method within 5–7 working days.
8.4 Items Returned in Non-Saleable Condition
We cannot issue refunds for items that:
show signs of use or wear
have odours, marks or pet hair
are damaged due to customer handling
were altered after delivery
arrive back without sufficient packaging and become damaged in transit
For all returns, items remain your responsibility until safely received by us.
9. Exchanges
Because many of our pieces are custom-made, handcrafted, or one-of-a-kind, our exchange policy differs depending on the type of item you purchase.
9.1 Made-to-Order Shop items (No Exchanges)
We cannot offer exchanges on:
Made-to-order furniture
Made-to-order cushions
Cut fabric by the metre
These items are created individually for you, so they cannot be exchanged unless faulty or not as described.
If a made to order item arrives damaged or incorrect, please contact us within 48 hours of delivery and we will arrange:
repair,
replacement, or
refund (if repair or replacement is not possible).
9.2 Restored Vintage & Antique Shop Items (No Exchanges)
Vintage pieces are unique by nature, and we generally cannot offer exchanges because:
no two items are identical
stock cannot be replicated or replaced
Vintage items can only be exchanged if:
the item arrives damaged in transit, or
it is materially misdescribed
If this occurs, we will work with you to find a suitable solution.
9.3 Ready-to-Ship Items (Exchanges Possible Depending on Stock)
For non-bespoke, ready-to-ship items (e.g., certain accessories, cushions or lighting):
✔ Exchanges may be available if we have suitable stock
✔ The item must be unused and in its original condition
✔ Exchanges must be requested within 14 days of receiving your order
If an exchange item is not available, we can offer:
a refund (if eligible), or
store credit (optional)
The customer is responsible for return shipping unless the item is faulty.
9.4 Items Returned in Non-Exchangeable Condition
We cannot offer exchanges for items that:
show signs of use
have marks, odours, or pet hair
are returned without adequate packaging
are damaged due to customer handling
These items will be returned to the customer at their expense.
9.5 How to Request an Exchange
Please email:
tina@marsdengrace.co.uk
Include:
Your order number
The item you wish to exchange
The reason for the exchange
Photos (if reporting damage or a fault)
We will confirm stock availability and guide you through next steps.
10. How to Start a Return
Please email: tina@marsdengrace.co.uk
Include:
Order number
Reason for return
Photos (if reporting a fault or damage)
We will guide you through the next steps.