Refund and Returns Policy
Effective Date: 30 August 2026
At Mueblin Ltd, we want you to shop with confidence. This Returns & Refunds Policy explains our 30-Day Money Back Guarantee, your statutory cancellation rights, the rules for standard and bespoke furniture, and what happens if a product is faulty, damaged or incorrect.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
1. About Us
Company: Mueblin Ltd
Company Number: 16396569
Registered in: England and Wales
Registered Office: Unit CS4 Junction 7 Business Park,
Blackburn Road, Accrington, England, BB5 5JW
Email:
[email protected]
Website: www.mueblin.co.uk
Please contact us before returning furniture. Do not send large furniture to our registered office unless we have specifically instructed you to do so.
2. Our 30-Day Money Back Guarantee
In addition to your statutory rights, Mueblin offers a 30-Day Money Back Guarantee on eligible standard products.
This means that you may request a change-of-mind return within 30 days of delivery, subject to the conditions explained below.
Our additional 30-day guarantee does not reduce your separate statutory cancellation rights or your rights where goods are faulty, damaged, incorrectly supplied or not as described.
3. Your 14-Day Statutory Right to Cancel Online Orders
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you normally have the right to cancel an eligible online order without giving a reason.
For goods, the cancellation period normally ends 14 days after the day you receive the goods.
You must clearly tell us that you wish to cancel within the applicable cancellation period.
After notifying us of cancellation, you must normally return or hand over the goods within a further 14 days, unless we have agreed to collect them.
If you notify us within your statutory 14-day cancellation period, your legal cancellation rights continue to apply even if the goods are physically returned during the following return period.
4. How to Cancel or Request a Return
To request a cancellation or return, contact:
Email: [email protected]
Please provide:
- Your full name.
- Your order number.
- The product you wish to return.
- Your delivery address.
- The reason for return, if you wish to provide one.
- Photographs where the item is damaged, faulty or incorrect.
You do not have to provide a reason when exercising an applicable statutory change-of-mind cancellation right.
5. Standard Made-to-Order Sofas
Many Mueblin sofas are manufactured after an order is placed.
A sofa is not automatically a bespoke product simply because it is manufactured after you order it.
Where you select from Mueblin’s normal advertised options, such as our standard:
- Sofa sizes.
- Fabric ranges.
- Colours.
- Cushion options.
- Standard configurations.
the item will normally be treated as a standard made-to-order product rather than a genuinely personalised product for the purposes of applicable cancellation rights.
6. Genuine Bespoke & Personalised Products
Different cancellation rules may apply where furniture is genuinely made to your individual specifications or clearly personalised.
Examples may include:
- A sofa manufactured to non-standard measurements specifically requested by you.
- A special fabric or material sourced specifically for your order and not offered in our normal range.
- A unique structural alteration requested by you.
- A personalised configuration that is not part of our normal product options.
Genuine bespoke or clearly personalised goods may be excluded from statutory change-of-mind cancellation rights where permitted by law.
We will aim to make it clear before purchase where an order will be treated as genuinely bespoke or personalised.
This exception does not remove your rights if bespoke goods are faulty, damaged, incorrectly supplied or not as described.
7. Change-of-Mind Returns During the First 14 Days
If you exercise an applicable statutory cancellation right within the 14-day cancellation period, you may inspect the product in a manner similar to what would reasonably be permitted in a shop.
We may make a lawful deduction from the refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Original packaging is helpful when returning large furniture, but the absence of original packaging does not by itself remove an applicable statutory cancellation right.
8. Additional Mueblin Returns Between Day 15 and Day 30
Where your statutory change-of-mind cancellation period has expired, eligible standard products may still qualify under our additional 30-Day Money Back Guarantee.
For a return first requested after the statutory cancellation period but within 30 days of delivery, the product must:
- Be unused.
- Be undamaged.
- Be clean and in good condition.
- Be suitable for resale.
- Include the components and accessories originally supplied.
- Be returned in the original packaging where reasonably possible.
We reserve the right to refuse a return under our additional voluntary 30-day guarantee where these conditions are not met.
This section does not restrict any statutory rights that may separately apply.
9. Return & Collection Costs for Change-of-Mind Returns
Where you cancel because you have changed your mind and the law allows us to require you to bear the direct return cost, that cost will be your responsibility.
You may either:
- Arrange an appropriate insured furniture carrier yourself, after agreeing the return arrangements with us; or
- Ask Mueblin to arrange collection where this service is available.
Because sofas and other large furniture cannot normally be returned by post, collection costs depend on the product and collection location.
The estimated maximum cost of a Mueblin-arranged change-of-mind collection is £150.
We will confirm the applicable collection cost before arranging the collection. The amount charged may be lower than £150 depending on the product, collection location and the direct cost of the return service.
No return collection charge will be made where we are legally responsible for the cost of returning faulty, damaged, incorrect or otherwise legally rejectable goods.
10. Original Delivery Charges
Where you validly exercise a statutory cancellation right, we will refund the cost of our least expensive standard delivery option where required by law.
If you chose an upgraded, premium or more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.
Different rules may apply to returns made solely under our additional voluntary 30-day policy after the statutory cancellation period has expired.
11. Furniture That Does Not Fit
Customers are responsible for checking that furniture will fit through the required access points before ordering.
Please check:
- Doorways.
- Hallways.
- Staircases.
- Landings.
- Lifts.
- Gates and entrances.
- Tight corners and access routes.
If an otherwise correct product cannot be delivered into the intended property because of insufficient access, this will normally be treated as a change-of-mind matter rather than a product fault.
Any applicable statutory cancellation rights remain unaffected.
Where return or redelivery costs are legally the customer’s responsibility, reasonable applicable costs may be charged in accordance with this policy.
12. Faulty, Damaged, Incorrect or Misdescribed Goods
Goods supplied by Mueblin must be of satisfactory quality, fit for their intended purpose and as described.
If your product is faulty, damaged, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible.
Where you have a legal right to reject the goods, we will arrange or bear the reasonable cost of return or collection as required by law.
13. Faults Reported Within 30 Days
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.
For most goods, this right normally lasts 30 days from the relevant date.
Where the short-term right to reject applies, you may be entitled to reject the goods and receive a refund.
14. Faults After the First 30 Days
If a fault is discovered after the short-term right to reject has expired, you may be entitled to a repair or replacement under the Consumer Rights Act 2015.
Repair or replacement must be provided within a reasonable time and without significant inconvenience where the relevant statutory requirements are met.
If repair or replacement is impossible, unsuccessful, or is not provided within a reasonable time and without significant inconvenience, you may have further rights including a price reduction or final right to reject.
15. Faults Within the First Six Months
Where an applicable fault becomes apparent within the first six months after delivery, consumer law may presume that the fault existed when the goods were supplied unless we can establish otherwise, subject to the exceptions provided by law.
After six months, you may be required to provide evidence that the problem resulted from an inherent fault rather than normal wear, misuse or accidental damage.
16. Reporting Delivery Damage
We recommend inspecting your furniture as soon as reasonably possible after delivery.
If you notice visible damage, please contact us preferably within 48 hours and provide photographs of:
- The affected area.
- The complete product.
- The packaging where relevant.
Reporting visible damage promptly helps us investigate the matter quickly with our delivery partner.
Failure to report a problem within 48 hours does not remove or reduce your statutory consumer rights.
17. Free Collection for Faulty or Incorrect Goods
Where goods are faulty, damaged, incorrectly supplied or otherwise legally rejectable and we are responsible for the return cost, Mueblin will arrange appropriate collection or reimburse reasonable return costs as required by law.
Please do not independently arrange an expensive furniture return without contacting us first unless it is reasonably necessary to do so.
18. Refunds
Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.
We will not charge a refund administration fee where prohibited by law.
For statutory change-of-mind cancellations, refunds will be issued within the time limits required by the Consumer Contracts Regulations.
Where applicable, this will normally be no later than 14 days after we receive the goods back or, if earlier, receive acceptable evidence that the goods have been returned, subject to the rules that apply where we have agreed to collect the goods.
For other approved refunds, we aim to process the refund promptly once the claim or return has been assessed.
After we issue a refund, your bank, card issuer or payment provider may take additional time to show the funds in your account.
19. Deductions From Refunds
Where permitted by law, we may make an appropriate deduction if the value of returned goods has been reduced by handling beyond what was reasonably necessary to inspect them.
We will not apply arbitrary cancellation or restocking charges to the exercise of statutory cancellation rights.
Any deduction will be assessed according to the circumstances and applicable consumer law.
20. Deposit Orders
Where Mueblin offers the option to secure an order by paying a deposit, the deposit forms part of the total amount paid towards the order.
Where you validly cancel an order under an applicable statutory cancellation right, payments already made, including any deposit, will be dealt with in accordance with those statutory rights.
For genuinely bespoke or personalised products for which a statutory change-of-mind cancellation right does not apply, the treatment of a deposit will depend on the circumstances of the cancellation and applicable law.
Nothing in this policy permits us to retain a payment where doing so would be unlawful or amount to an unfair cancellation charge.
21. Exchanges
We may offer an exchange on eligible products where practical.
Exchanges under our voluntary policy are subject to product availability, condition and any applicable collection or redelivery costs.
Where an exchange is required as a statutory remedy for faulty or incorrect goods, your statutory rights and the applicable cost rules will apply.
22. Proof of Purchase
We may ask for reasonable proof that the product was purchased from Mueblin.
Examples may include:
- Your order confirmation.
- Your order number.
- A receipt.
- Other reasonable evidence of purchase.
23. 24-Month Structural Guarantee
Eligible Mueblin sofas are also covered by our 24-Month Structural Guarantee.
This commercial guarantee is separate from our returns policy and is in addition to your statutory consumer rights.
The expiry of the 24-Month Structural Guarantee does not automatically mean that your statutory rights have expired.
Please refer to our Terms & Conditions for further details about the structural guarantee.
24. Returns Do Not Affect Your Statutory Rights
Our 30-Day Money Back Guarantee and 24-Month Structural Guarantee provide additional protections.
Nothing in this policy excludes, restricts or replaces any rights you may have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
25. Model Cancellation Form
You do not have to use this form, but you may use it if you wish to cancel an eligible contract.
To:
Mueblin Ltd
Unit CS4 Junction 7 Business Park
Blackburn Road
Accrington
England
BB5 5JW
Email:
[email protected]
I/We hereby give notice that I/We wish to cancel my/our contract for the sale of the following goods:
________________________________________
Ordered on: ______________________________
Received on: ______________________________
Customer name: ____________________________
Customer address:
________________________________________
________________________________________
________________________________________
Order number: _____________________________
Date: ____________________________________
Signature (only required if this form is submitted on paper):
________________________________________
26. Contact Us
For cancellations, returns, refunds, faults or other questions relating to this policy, please contact:
Mueblin Ltd
Company Number: 16396569
Unit CS4 Junction 7 Business Park
Blackburn Road
Accrington
England
BB5 5JW
Email: [email protected]