30 Day Return Policy
We have a 30-day return policy, which means you have up to 30 days from the date of your original order to return the items to us, no questions asked. (Exceptions apply).
Items must be returned by the consumer to Ashton + Barrow Limited within the 30 day window. We do not accept any returns after this 30 day period.
To be eligible for a return, your item must be in the same condition that you received it, undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you need to email us at email@example.com. Returning items to us is at the customers own cost. Only the cost of the original purchase amount will be refunded. We cannot refund any shipping charges under any circumstances.
You can contact us for any return questions at firstname.lastname@example.org or contact us on social media.
Made to order Artworks
You must inform us within 14 days of receiving the item(s) that you want to cancel. Any artwork returns must be pre-agreed by Ashton + Barrow to ensure the proper precautions are taken to prevent damage. You then have a further 14 days to return the item(s) after notifying us. Large artworks can only be returned via a specialist fragile items courier to be arranged by Ashton + Barrow. Any costs incurred must be settled by the customer prior to collection.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if any item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You have 7 days from your delivery date to inform us of any issues.
We will always do our best to chase down any missing orders and resolve any issues as quickly as possible. For any items that are missing in transit, customers must legally wait a minimum of 30 days before a refund can be offered. After the 30 day period, if the item still has not arrived and we have verified this with the courier, we will process a full refund.
Exceptions / non-returnable items
Made to order/bespoke items are strictly non-returnable.
For health and hygiene reasons we are unable to offer refunds on the following items unless they are returned sealed and unopened in their original packaging:
- Mattress toppers
- Mattress and bedding protectors
- Duvets and duvet covers
- Pillows and pillowcases
- Throws and blankets
- Toilet Seats
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as made to order items, special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We can only accept returns on Furniture items if we are notified within 7 days of delivery being made. Any return delivery costs will be covered by you. All items must be received within 7 days of the return being logged. This means you have 7 days to log the return with us and then a further 7 days to ship the items back to us. All products must be in their original condition and no assembly has been attempted. Items that have been damaged during assembly or that have been assembled then disassembled will not be accepted.
Please ensure all products returned to us are adequately packaged. We recommend using the original packaging. Each package must be labelled and include your name, customer number and postal address.
- Where the defect or damage is easily repairable, we will arrange to repair the defective or damaged items.
- If a repair is not possible we will, where appropriate, offer a reasonable discount for items that are still in a saleable condition.
You are liable for the costs of returning the product/s. You may arrange your own returns. If you prefer we can arrange collection for you. The collection costs will be agreed with you before the collection is booked in. We do not make a profit on collections and only charge you the cost to us. For us to collect the item must be in its original packaging. You must settle the bill for collection before the item/s are collected.
We do not exchange items. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.