Returns & Refunds Policy

Once an order has been placed, we cannot change it, but we have a simple cancellation and returns process to help you.

Customers can use the order status page to cancel or amend their order before dispatch, or request a return once their order has been received.

If you wish to cancel before your order has been dispatched, please contact us as soon as possible. We can cancel your order free of charge up to the point of dispatch.

If your item has already been dispatched or is in transit, you may still exercise your statutory right to cancel, but you will be responsible for the return shipping costs for non-faulty items.

Live chat usually gives the fastest response time. We are available 10am to 4pm Monday to Friday via our Contact Us page. You may also contact us by telephone on +44 (0) 1865 692 194.

Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must tell us clearly that you wish to cancel. You can do this by live chat, telephone, or by contacting us through our website. You may also use the model cancellation form included with your order confirmation email, but this is not required.

The cancellation period ends 14 days after the day you, or a person you nominate other than the carrier, physically receives the goods. For orders delivered in multiple parts, the 14-day period runs from receipt of the last item.

Once you have notified us of your cancellation, you have a further 14 days to return the goods to us. This gives you up to 28 days from the date of delivery in total.

We hope you love your new furniture, but if you change your mind you can return your items for a refund by following the process below.

Contact us within 14 days of delivery

Contact our customer service team within 14 days of receiving your order to let us know you wish to return it. Any clear statement of cancellation is sufficient. A member of the team will confirm your order details and issue you with an RMA returns reference number.

Send photographs before returning

Before repackaging your item, please send us clear photographs showing the overall condition of the product from multiple angles, any marks, damage, or signs of use, the original packaging, labels, and tags, and each return box with the RMA number clearly written on it.

We require condition photographs to process your return. These help us confirm eligibility, provide a pre-assessment of any deduction, and process your refund promptly. If condition photographs are not provided, this may delay your refund.

Repackage and return the item

Please securely repackage the item in its original packaging. Write the RMA number clearly on each box. If the RMA number is missing, we cannot process your return or issue a refund.

Return items to:

Laura James / AGTC Ltd., DC8, Dirft Drive, Crick, Northampton, NN6 7GZ

We recommend using a reliable tracked and insured delivery service, as we cannot accept responsibility for items that are lost or damaged in return transit.

Inspection and refund

Once we receive your return, our warehouse team will inspect the item. This inspection can take up to 14 days from receipt at our warehouse. We will then confirm whether a diminished value deduction applies and process your refund accordingly.

When you receive your order, you may inspect and examine the goods in the same way you would be permitted to in a physical shop. This includes opening the outer transit packaging to view the item, checking the colour, finish, and dimensions, and briefly confirming the item matches its description.

If the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning, we may make a deduction from your refund to reflect the diminished value of the goods. This is in accordance with Regulation 34 of the Consumer Contracts Regulations 2013. Any deduction will be proportionate and will not exceed the actual loss in value.

Before returning any item that has been opened, handled, or assembled, we strongly recommend sending us photographs first. This allows us to assess the likely condition and any deduction before you arrange and pay for return shipping, give you a clear indication of your expected refund amount upfront, and avoid surprises after the item is received at our warehouse.

We will respond with a pre-assessment within 2 working days. The final deduction will be confirmed upon physical inspection at our warehouse, but we will not apply a deduction greater than the pre-assessed tier without contacting you first.

Please note that items that have been assembled, partially assembled, or used can still be returned within the statutory cancellation period. However, a diminished value deduction may apply as set out above. Your statutory right to cancel is not affected by the condition of the goods. The condition only affects the amount of your refund.

• Original, unused condition
• Original packaging, although the outer transit box may be opened for inspection
• Unassembled, unmodified, and undamaged
• Complete with all parts, fittings, fixings, and accessories
• Returned within the applicable return window

For hygiene reasons, mattresses may only be returned if the original hygiene seal remains intact and unopened. Once the seal is broken, we cannot accept a return unless the mattress is faulty, not as described, or otherwise in breach of your statutory rights under the Consumer Rights Act 2015.

The following items are excluded from our returns policy unless they are faulty or your statutory rights apply:

• Mattresses with a broken hygiene seal
• Made-to-order, bespoke, or customised products where applicable
• Items not purchased directly from laura-james.co.uk
• Outlet and sample sale items, unless faulty and subject to any separate outlet terms
• Items returned after the applicable return window has expired

If you cancel within the statutory 14-day cancellation period, we will refund the delivery charge you paid, but only up to the cost of our cheapest standard delivery option. This is your statutory entitlement under Regulation 34 of the Consumer Contracts Regulations 2013.

If you selected a premium, express, named-day, or room-of-choice delivery service, we will refund only the amount equivalent to our standard delivery charge. The additional cost of the upgraded service is non-refundable.

For example, if standard delivery is £9.99 and you paid £29.99 for a premium delivery upgrade, your delivery refund will be £9.99. The £20.00 premium upgrade is non-refundable.

For returns made after the statutory 14-day cancellation period, where accepted as a goodwill gesture, delivery charges are non-refundable.

For change-of-mind returns of non-faulty items, you are responsible for the cost of returning the goods to us. We recommend using a tracked and insured delivery service.

Given the size and weight of furniture items, we suggest obtaining quotes from specialist furniture couriers. Please ensure items are securely repackaged in their original packaging.

If your item is faulty, not as described, damaged on arrival, or you received the wrong item, we will arrange collection at no cost to you where a return is required. Your statutory rights under the Consumer Rights Act 2015 apply in full.

We know how disappointing it can be if your new purchase arrives damaged, and we want to help resolve this as quickly as possible.

When the courier delivers your item, please check for any external damage to the packaging. If there is visible external damage, please inform the delivery driver immediately and note this on the delivery paperwork where possible.

Please carefully inspect all items inside the packaging. If your product or any parts are damaged, missing, or broken, contact us within 48 hours of delivery with your order number and clear photographs or video of the outer packaging, internal packaging, and the damage itself.

Our courier partners require photographic evidence to process claims. These images also help us assess whether you need a replacement part, a full replacement, or a refund.

Please do not assemble an item you believe is damaged or has missing or broken parts. We cannot assess manufacturing faults, arrange replacements, or process refunds on items that have been assembled after damage was identified. Please contact us first so we can advise on the best solution.

Unfortunately, we are unable to assist with damage claims reported more than 48 hours after delivery, as we cannot verify that the damage occurred during transit rather than subsequently. This does not affect your rights under the Consumer Rights Act 2015 in respect of goods that are inherently faulty or not as described.

If items have been damaged due to wear and tear, we will be unable to provide a refund for the item.

Our courier partners will contact you with a date to deliver your order. Occasionally, an order containing several boxes may be delivered by separate vans. If you do not receive all of your order on the expected delivery date, please contact us within 48 hours so we can look into this for you.

If we have sent you the wrong item, please contact us as soon as possible. We will arrange collection of the incorrect item at no cost to you and either send the correct item or issue a full refund, as you prefer. Your statutory rights are unaffected.

We do not currently offer direct exchanges. If you would like a different item, please return the unwanted product by following the process above and place a new order for the item you prefer.

If your item arrives damaged, faulty, or incorrect, please contact us with your order details and images or video of the issue so we can help with the most suitable solution.

If you cancel within the statutory 14-day cancellation period and the item is returned in its original, unused condition, you will receive a full refund of the item price. Standard delivery charges will be refunded as explained above.

If the item has been handled beyond what is necessary to inspect it, including assembly, use, damage, staining, missing parts, or modification, a diminished value deduction may be applied to your refund.

Any item returned outside the applicable return window may not be eligible for a refund unless your statutory rights apply.

Refunds are processed to your original payment method. The time for funds to appear in your account depends on your bank or card provider and is typically 5 to 10 working days after we process the refund. Please refer to your bank or card provider terms for their refund processing times.

This policy operates alongside, and does not affect or limit, your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you have statutory rights that are separate from and additional to this returns policy.

• Short-term right to reject within 30 days: You are entitled to a full refund if goods are faulty, not as described, or unfit for purpose.
• Right to repair or replacement within 6 months: We must offer repair or replacement at no cost to you. If these fail, you may be entitled to a price reduction or a final right to reject.
• Extended rights from 6 months to 6 years: You may still be entitled to a remedy if a fault existed at the time of delivery, subject to evidential requirements.

For further information about your consumer rights, visit Citizens Advice or contact your local Trading Standards office. These organisations can provide free, impartial advice.

Before completing your purchase, please note the following important information about cancellation, returns, and refunds:

• You have the statutory right to cancel within 14 days of receiving your goods.
• If items are handled beyond what is necessary to inspect them, such as assembly or use, a proportionate deduction may be made from your refund.
• The Tier 1 deduction is 20%. This reflects our outlet resale price for items showing handling beyond inspection that can still be resold through our outlet.
• You are responsible for the cost of returning non-faulty items.
• Only the cost of standard delivery is refundable. Premium delivery upgrades are non-refundable.
• Mattresses cannot be returned once the hygiene seal is broken unless they are faulty.

This information is also provided in your order confirmation email and is available at any time on this page.

The Company shall not be held liable for any damage caused to other property resulting from a defect in any of our products. Customers are advised to inspect and report any defects upon receipt of the product. While we take every measure to ensure the highest quality of our goods, our liability is strictly limited to the replacement, repair, or refund of the defective product itself, as deemed appropriate under applicable consumer law. Any consequential or indirect damage caused to other property is excluded from our liability to the fullest extent permitted by UK law.

If you have any questions about returns, refunds, or your consumer rights, our team is here to help.

• Live chat: Available 10am to 4pm Monday to Friday via our Contact Us page
• Telephone: +44 (0) 1865 692 194
• Help Centre: laurajames.zendesk.com/hc/en-gb

Laura James is a trading name of AGTC Ltd.

Registered in England and Wales. Company No. 08805177.
Head Office: 7 Horseshoe Park, Pangbourne, Berkshire, RG8 7JW.
Returns Address: Laura James / AGTC Ltd., DC8, Dirft Drive, Crick, Northampton, NN6 7GZ
VAT Number: GB212993210.