Returns & Refunds

At Savona Living, customer satisfaction is extremely important to us. We understand that purchasing furniture is an important investment, and we aim to ensure every order meets your expectations.

As many of our products are handcrafted and made to order, our returns policy differs from that of standard retail products. Please read the following information carefully before placing your order.

Made-to-Order & Bespoke Furniture

Many of our beds, mattresses and furniture pieces are manufactured specifically to your chosen specifications, including:

  • Fabric
  • Colour
  • Size
  • Storage option
  • Headboard style
  • Finish
  • Configuration
  • Other bespoke features

As these products are made especially for you, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This does not affect your statutory rights if your goods are faulty, damaged or not as described.

Change of Mind Returns

Although we are not legally obliged to accept returns on bespoke or made-to-order products, we understand that circumstances can sometimes change.

At our discretion, we may accept a change-of-mind return, subject to the following conditions.

To be eligible:

  • You must notify us in writing within 7 calendar days of receiving your order.
  • Written authorisation must be received from Savona Living before returning any goods.
  • The item must be unused.
  • The item must not have been assembled.
  • The item must be returned in its original packaging wherever reasonably possible.
  • The item must be returned in perfect condition suitable for resale.

Returns received without prior authorisation will not be accepted.

Restocking Charge

Approved discretionary returns will be subject to a 50% restocking and administration charge.

This charge helps cover costs already incurred, including:

  • Manufacturing
  • Materials
  • Quality inspections
  • Administration
  • Warehousing
  • Reduced resale value of made-to-order products

The restocking charge applies only to the item(s) being returned, not the entire order unless all items are returned.

Original delivery charges are non-refundable.

Returning Your Order

Customers are responsible for arranging and paying for the return of unwanted items.

Returned goods should be sent using a reputable, fully insured and trackable courier service.

Until your goods have been received and inspected by Savona Living, they remain your responsibility.

We strongly recommend retaining proof of postage and appropriate transit insurance.

Collection Service

If preferred, Savona Living can arrange collection of your furniture.

Collection charges vary depending on:

  • Item size
  • Weight
  • Delivery postcode
  • Courier availability

Typical collection charges range between £60 and £150 per item.

Any agreed collection charge will be deducted from your refund.

For larger furniture, customers may be required to dismantle and securely package the item before collection.

Condition of Returned Goods

All returned products must:

  • Be unused
  • Be unassembled
  • Be clean
  • Include all fittings, bolts and accessories
  • Include any supplied instructions
  • Be securely packaged

We recommend taking photographs before shipping your return.

If returned goods arrive damaged, incomplete or unsuitable for resale, Savona Living reserves the right to:

  • Refuse the return
  • Reduce the refund to reflect any loss in value

Non-Returnable Products

The following products cannot be returned unless they are faulty, damaged or incorrectly supplied:

  • Made-to-order furniture
  • Bespoke products
  • Custom fabric selections
  • Custom colour selections
  • Mattresses that have been unwrapped or used
  • Mattress toppers
  • Bedding
  • Clearance items
  • Ex-display products
  • Furniture that has been assembled

Faulty or Damaged Items

We take great care to ensure every order arrives in perfect condition.

If your order arrives damaged, faulty or incorrect, please notify us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Photographs showing the fault or damage

Once assessed, we will arrange one of the following where appropriate:

  • Replacement parts
  • Repair
  • Collection
  • Replacement product
  • Full or partial refund

This does not affect your statutory consumer rights.

Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using your original payment method.

Please allow up to 14 working days for your refund to be processed after inspection.

Processing times may vary depending on your payment provider.

Rejected Returns

If a returned item does not meet the conditions of this policy, the return may be refused.

Rejected items remain the property of the customer.

Return delivery can be arranged at the customer's expense.

Items not collected within 30 days may be disposed of or recycled.

Order Cancellations

Orders may be cancelled before production begins.

Once manufacturing has commenced on any bespoke or made-to-order product, cancellation may no longer be possible.

If you need to amend or cancel your order, please contact us as soon as possible.

Your Statutory Rights

Nothing within this policy affects your legal rights under the Consumer Rights Act 2015.

If goods are faulty, not of satisfactory quality, not fit for purpose or not as described, you remain entitled to the remedies available under UK consumer legislation.

Contact Us

If you have any questions regarding our Returns & Refunds Policy, please contact our customer service team.

Savona Living

📞 Telephone: 0113 418 0252

✉️ Email: savonaliving@outlook.com

Customer Service Hours

Monday – Friday: 9:00am – 5:00pm