Refund & Returns Policy | Millie & Jones

Last updated: June 2026

At Millie & Jones, your satisfaction is our priority. We know that buying large furniture online is a big commitment, and we want you to feel confident and supported at every step. This policy explains your rights to cancel, return and obtain a refund, and how we handle faulty or damaged items.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To keep you informed, we:

  • Send an order confirmation email with your chosen delivery details.
  • Offer delivery date selection at checkout (for eligible items).
  • Provide a delivery time slot the day before delivery (or, in rarer cases, on the morning of delivery).

A note on large furniture: deliveries and returns of heavy, bulky furniture work very differently from small parcels. If a delivery fails because no one is available at the confirmed address, or is refused without a valid reason, we incur significant costs. We therefore reserve the right to charge a redelivery or return fee in those cases (see "Delivery and Collection Charges" below). Please make sure someone aged 18+ is available to accept delivery at the agreed time.

Your Right to Cancel and Return

Cancelling before delivery

You can cancel your order at any time before it has been dispatched, free of charge, by emailing support@millieandjones.co.uk. We will process your cancellation promptly and confirm by email.

Cancelling or returning after delivery (change of mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason within 14 days of receiving it, without giving a reason. The 14-day period starts the day after you (or someone you authorise, excluding the courier) receives the goods.

To cancel, email support@millieandjones.co.uk within this period. After cancelling, you then have a further 14 days to return the item to us.

You are entitled to examine the goods as you reasonably would in a shop. You do not lose your right to cancel simply because you have opened or handled an item. However, if you handle the goods more than is necessary to check their nature, characteristics and functioning — for example, by fully assembling them, or where items are returned marked, scratched, or damaged beyond normal inspection, or without their original packaging — we may make a deduction from your refund to reflect the reduction in their value. In some cases this deduction may be significant.

To help you receive a full refund, we recommend that change-of-mind returns are kept unused, unassembled and in their original packaging where possible, with all components included.

Returns Procedure

To request a return, email support@millieandjones.co.uk with:

  • Your full name
  • Order reference number
  • Address and contact number
  • Date of purchase and date received
  • Details of the item(s) you wish to return

We will confirm your request within 2 working days. Once approved, we will:

  • Provide return instructions
  • Confirm any applicable collection/return fees
  • Arrange a courier collection date (if requested)

Once the return is received and inspected, we will confirm your refund. See "Refunds" below for timescales.

Mattresses & Pillows — Hygiene Restrictions

For hygiene and safety reasons, we cannot accept returns on mattresses or pillows that have been removed from their sealed protective packaging, unless faulty. This reflects the hygiene exemption under the Consumer Contracts Regulations.

For rolled mattresses: if the mattress has been unrolled but remains sealed inside its inner plastic wrapping, it can still be returned.

Made-to-Order or Custom Items

Custom or made-to-order furniture cannot be cancelled or returned once production has begun, unless the item is faulty or not as described. This reflects the made-to-measure exemption under the Consumer Contracts Regulations.

Damaged, Missing Parts or Faulty Items

We take product quality seriously and will always put things right if something isn't as it should be. Your rights here are in addition to your change-of-mind cancellation rights above.

Check your order as soon as possible

Please inspect all packaging, parts and components as soon as you can after delivery. If anything is missing, damaged or incorrect, contact us promptly so we can resolve it quickly:

📧 support@millieandjones.co.uk · 📞 020 8264 0042

30-day right to reject (faulty items)

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or not fit for purpose, you have the right to reject it for a refund within 30 days of delivery. This right applies whether or not the item has been assembled.

Where a fault can be resolved quickly and reasonably, a repair or replacement part is often the fastest outcome — but the choice of remedy is yours within your statutory rights, and we will explain your options.

How we resolve faults

If a fault is reported, we may arrange one of the following, keeping you updated throughout:

  • Replacement parts (e.g. panels, fixings, slats, ladders)
  • A repair or part swap, where appropriate
  • A replacement product, if parts or repair won't resolve the issue
  • A refund, where a fault is confirmed and a repair or replacement isn't possible or proportionate

What we need from you

  • Your order number
  • A short description of the issue
  • Clear photos or videos showing the fault or damage

Please keep all packaging and the product/parts until the claim has been assessed, as these may be needed to complete the resolution. If the manufacturer needs to inspect the item, please allow reasonable access for assessment.

After 30 days

After the first 30 days, confirmed faults are handled in line with your statutory rights and the manufacturer's guarantee. We will liaise with the manufacturer on your behalf to arrange repair, replacement parts or further assessment where required.

Delivery and Collection Charges

  • Change-of-mind returns: if you change your mind, you are responsible for the cost of returning the item. If you would like us to arrange courier collection, a collection charge will apply based on the item and your location — typically £50–£90. We will confirm the cost before proceeding.
  • Missed or refused deliveries: failed or refused deliveries without a valid reason may incur a redelivery or return charge — typically £50–£90 — reflecting the genuine costs we incur for heavy furniture logistics. This charge reflects our actual costs and is not a penalty, and we may deduct it from any refund due.

Where you are exercising your statutory right to cancel under the Consumer Contracts Regulations, that right takes precedence, and any deduction will be limited to what those Regulations allow.

Limitation of Liability for External Costs

We recommend you wait until your full order has arrived and been checked before booking any external services. We cannot accept responsibility for external costs such as missed work days due to delivery delays, independent assembly services you book, or other contractor or fitting appointments — except to the extent such costs result from our negligence.

Refunds

Refunds include the cost of the goods and standard delivery charges (we are not required to refund the extra cost of any upgraded delivery option you chose).

We may deduct an amount to reflect any loss in value caused by handling beyond what is necessary to inspect the goods, missing components, or missing packaging.

We process refunds within 14 days of:

  • receiving the returned goods in acceptable condition, or
  • receiving proof that you have returned them, or
  • you notifying us of cancellation, where the goods were not delivered.

We aim to process most refunds sooner than this where we can. Refunds are made to your original payment method unless otherwise agreed.

Tracking Your Return

For updates on a return or refund, email support@millieandjones.co.uk with your full name, order number and contact details. We aim to respond within 1 working day (Mon–Fri).

A Final Note

We genuinely appreciate every customer who chooses to shop with our small, family-run business. We strive to provide high-quality, sustainable products and a personal, transparent service — while keeping our policies fair and realistic in the context of large furniture logistics. Thank you for your understanding.

📧 support@millieandjones.co.uk · 📞 020 8264 0042

Millie & Jones is a trading name of HCH Commerce Limited. This policy was last updated in June 2026.