Check the furniture
- Review dimensions and configuration.
- Confirm fabric, colour and orientation.
- Ask about product details before ordering.
- Request a fabric swatch where available.
Customer information
Returns, cancellations and faulty goods
Brooklands does not offer a general voluntary change-of-mind returns service. This page explains the statutory rights that still apply, how to report delivery damage or faults, and our six-month structural frame warranty.
Policy overview
Please order carefully and check access before purchase
Furniture is large and costly to transport. Brooklands therefore does not provide a general discretionary returns service beyond rights required by law.
14 daysNormal statutory cancellation notification period for eligible online purchases
Same dayReport visible delivery damage to Brooklands and the delivery team
6 monthsVoluntary structural furniture frame warranty
Before ordering
Confirm the product and delivery route
Customers are responsible for checking product specifications and ensuring that furniture can be delivered safely through the property.
Measure the route
- Measure doors, gates, hallways, stairs and landings.
- Check lift dimensions and restrictions.
- Allow for turns, handrails and low ceilings.
- Arrange removal of doors, windows or obstructions before delivery where necessary.
If safe delivery inside the property is not possible due to restricted access, the order may be delivered to the nearest safe and accessible location. A failed-delivery or redelivery charge may apply where the issue results from access, a missed appointment or another customer-related reason.
Brooklands policy
No general voluntary returns service
Brooklands does not accept returns merely because a customer changes their mind, chooses the wrong size, colour or configuration, or has not checked access, except where a statutory cancellation right applies.
This policy does not remove or reduce rights provided by applicable consumer law.
Rights that remain protected
- Eligible statutory cancellation rights for online or distance purchases.
- Rights where goods are faulty, not as described or not fit for purpose.
- Rights where Brooklands supplies the incorrect product.
- Rights where goods arrive damaged or incomplete.
Online orders
Statutory cancellation rights
For an eligible standard product purchased online, by telephone or another distance-selling method, a consumer normally has 14 days after delivery to tell Brooklands that they wish to cancel.
Eligible standard products
After notifying Brooklands within the applicable period, the customer normally has a further 14 days to return the goods or make them available for an agreed collection.
Contact Brooklands before returning or moving large furniture.
Handling and condition
Customers may inspect an eligible product only as they reasonably could in a shop. A lawful deduction may be made if handling has reduced its value beyond what was necessary to inspect it.
Return and collection cost
For an eligible change-of-mind cancellation, the customer may be responsible for direct return or collection costs where this was properly disclosed and the law permits.
Refund timing
An eligible refund will be processed within the applicable legal timeframe after Brooklands receives the goods or acceptable evidence of return. Refunds are normally sent to the original payment method.
Exceptions
Products that may not qualify for change-of-mind cancellation
Made-to-order or customised goods
- Furniture made to the customer's specification.
- Personalised, altered or customised products.
- Special fabric, colour, size or configuration orders produced specifically for the customer.
These exclusions do not affect rights if the goods are faulty or not as described.
Customer-caused damage
- Misuse, neglect or accidental damage after delivery.
- Incorrect assembly or unauthorised repair.
- Damage while moving furniture after delivery.
- Use beyond what is reasonably necessary to inspect the product.
Delivery damage
Inspect furniture when it arrives
Please inspect the furniture carefully at delivery and before the delivery team leaves. Report visible damage immediately to the team and contact Brooklands on the same day.
Include your order number, photographs of the full item, close-ups of the damage, the product label and packaging where relevant.
Incorrect, incomplete or faulty goods
Stop using or assembling the product where continued use could make the problem worse. Contact Brooklands promptly and retain all parts and packaging until instructions are provided.
Depending on the circumstances and applicable law, a remedy may include repair, replacement, rejection and refund, price reduction or another appropriate solution.
Request process
How to report a cancellation, fault or delivery issue
Contact Brooklands
Provide your name, order number, delivery address and reason for contacting us.
Provide evidence
Send clear photographs or video where reasonably required.
Await instructions
Do not return, dispose of, repair or move the furniture until Brooklands confirms the next step.
Resolution
We will confirm the applicable collection, repair, replacement, refund or other remedy.
Brooklands warranty
Six-month structural frame warranty
Brooklands provides a voluntary six-month warranty against verified manufacturing defects in the structural furniture frame, beginning on the delivery date.
What it covers
- A verified manufacturing defect in the internal structural frame.
- Structural frame failure during normal domestic use.
- Assessment, repair or another approved warranty remedy.
What it does not cover
- Fabric, leather, stitching, cushions, fillings, feet, mechanisms or accessories unless separately stated.
- Normal wear, settling, softening, creasing, shading or natural material variation.
- Accidental damage, misuse, neglect, commercial use, overloading or pet damage.
- Damage caused by access, moving, incorrect assembly, modification or unauthorised repair.
This voluntary six-month frame warranty is additional to statutory consumer rights. The end of the warranty does not automatically end legal rights or remedies that may still apply.
Frequently asked questions
Returns and warranty questions
Can I return furniture because I changed my mind?
Brooklands does not offer a general discretionary change-of-mind returns service. Eligible standard goods ordered online may still qualify for statutory cancellation rights. Made-to-order, personalised or customised goods may be excluded.
Can I return furniture because it does not fit?
Customers are responsible for checking measurements and access. An eligible standard online order may still have statutory cancellation rights, but access failure is not a product fault and collection or redelivery charges may apply where lawful.
What should I do if furniture arrives damaged?
Inform the delivery team immediately and contact Brooklands on the same day. Provide your order number and clear photographs. Keep the furniture, parts and packaging until instructed.
Can I send furniture back without contacting Brooklands?
No. Large furniture must not be returned without prior written instructions.
What does the six-month frame warranty cover?
It covers verified manufacturing defects in the internal structural frame during normal domestic use. It does not automatically cover upholstery, cushions, mechanisms, accidental damage, misuse, normal wear or unauthorised repairs.
Does the warranty replace my consumer rights?
No. The Brooklands frame warranty is additional to statutory rights, which may continue after the voluntary six-month period ends.
Who pays for an eligible change-of-mind collection?
The customer may be responsible for direct return or furniture collection costs where properly disclosed and lawful. Brooklands will confirm any applicable collection charge first.
What happens if delivery fails because of access?
The team may be unable to complete delivery or may place the item at the nearest safe and accessible location. A redelivery charge may apply where failure results from access or another customer-related issue.
Need to report a problem with your order?
Contact Brooklands with your order number and full details. For delivery damage, contact us on the same day.
