Returns Policy

Returns & Cancellations

BT Office Furniture Returns Policy
Please note that goods can only be returned with the express permission of BT Office Furniture and may be subject to collection or restocking fees. Below are our return policies for: • Bespoke Orders | Made-to-Order Item Returns • Business Customer Returns • Consumer Returns

Bespoke | Made-to-Order Item Returns

1.1 Made-to-order items are non-returnable.
Cancellations for made-to-order items can only be processed within 24 hours of placing your order. If cancellation is possible after 24 hours, a cancellation fee will apply as these items cannot easily be resold to another customer. Please contact BT Office Furniture for more information.
1.2 Cancellations cannot be processed after dispatch.
Made-to-order items cannot be cancelled after they’ve left our warehouse. Refused deliveries will not be eligible for a refund or credit. These items are non-returnable and non-exchangeable unless faulty. The above conditions do not affect your statutory rights when goods are faulty or not as described. All goods must be returned in their original packaging, unused, unassembled, and in a re-saleable condition. No credit will be given for items received in a damaged condition. Unless otherwise agreed, the buyer is responsible for return shipping costs and is liable for the goods until they are received by BT Office Furniture. Proof of return delivery remains the buyer’s responsibility.

Business Returns Policy

2.1 Notifying BT Office Furniture of a Return
You may return goods for a refund if you notify us within 7 days of receipt. If notified after 7 days, a credit (to be used for future orders) may be issued at BT Office Furniture’s discretion. Goods must be in their original packaging, unused, unassembled, and in a re-saleable condition. Any refund or credit will be processed within 10 working days after we receive the goods. To arrange a return, please contact us on 0800 298 7033.
2.2 When are returns not accepted?
The following items cannot be returned: • Made-to-order products – these products are clearly indicated online and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. • Personalised products that are tailored to your requirements e.g. those in a non-standard colour or a bespoke size/configuration. • Products that have been delivered and installed (assembled and packaging removed), unless faulty.
2.3 Collecting & Processing Returns
BT Office Furniture may be able to arrange collection of the goods; however, it is the buyer’s responsibility to be present at the agreed time of collection. Should a collection be missed, BT Office Furniture reserves the right to charge for arranging another collection. A combined restocking and collection fee will be applied, please call us on 0800 298 7033 for a price. If there is damage to products and/or clear evidence of use, then BT Office Furniture reserves the right to make a further deduction to the final returned amount.
2.4 Return Exchanges
If an order error has occurred and an exchange is required, BT Office Furniture will apply fees for the collection, re-delivery, and processing the return. Original goods must be returned before replacements are shipped. We reserve the right to charge for incomplete returns, unwanted items, or orders placed in error.

Consumer Returns Policy
In line with the law, a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, or profession.”

3.1 Notifying BT Office Furniture of a Return
Consumers have 30 days from receiving their order to notify us in a written format that you would like to request a return for a full refund. Alternatively, goods can be returned within 30 days for an exchange or credit note. Items must be unused, unassembled, and in a re-saleable condition. Deductions may be made for missing parts, damage to the product, or signs of assembly. Your statutory rights remain unaffected by this policy. To arrange a return, contact us at 0800 298 7033 or email [email protected].
3.2 Returning Goods to BT Office Furniture
Customers may return goods at their own cost and risk. Please contact us to obtain a returns number and return address. Alternatively, BT Office Furniture may be able to arrange collection of the items to be returned, but a charge will be applied for this service, which will be deducted from the final refund. If the goods are not fit for purpose, faulty or mis-described, BT Office Furniture will cover the return costs. We also ask customers to take photographs of returned goods before handing them to the courier to confirm their condition.
3.3 When are returns not accepted?
The following items are non-returnable: • Made-to-order products – these products are clearly indicated online and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. • Personalised products that are tailored to your requirements e.g. those in a non-standard colour or a bespoke size/configuration. The above conditions do not affect your statutory rights if goods are faulty, damaged, or not as described.
3.4 Processing Returns
Once received, BT Office Furniture will process the return. If there is damage or evidence of use, additional deductions may be applied.
3.5 Return Exchanges
If an exchange is required due to a customer error, BT Office Furniture will charge for collection and re-delivery. Original goods must be returned before replacements are sent out. We reserve the right to charge for incomplete returns, orders placed in error or unwanted items.

Refunds

Refunds will be processed within 10 working days of receiving the returned goods.