Returns & Refunds Policy
The British Manor
This Returns & Refunds Policy explains how returns, cancellations, refunds, replacements, and store credit are handled at The British Manor.
This policy should be read alongside our Terms & Conditions, which contain the full legal terms governing your purchase.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Standard Products – Your Right to Cancel
For standard (non-bespoke) products, you have the legal right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How to Cancel
You must notify us in writing via:
Email: support@thebritish.co.uk
Or through our website contact form.
Please include:
- Your order number
- Your name and contact details
- The reason for cancellation
Returning the Goods
If the goods have already been delivered, you must return them to us within 14 days of cancellation.
You are responsible for the cost of return shipping unless we agree otherwise in writing.
Products must be:
- Unused
- Uninstalled
- Uncut and unmodified
- In a resaleable condition
- Returned in original packaging
Refunds
Refunds will be issued within 14 days of:
- Receiving the returned goods, or
- Receiving evidence that the goods have been returned
Refunds will be made to the original payment method.
Delivery charges are non-refundable, except where legally required.
We may reduce the refund amount if the goods show signs of handling beyond what is necessary to inspect them.
2. Exempt Products – No Change-of-Mind Returns
Certain products are exempt from the 14-day cancellation right where permitted under the Consumer Contracts Regulations 2013.
These may include:
- Bespoke, made-to-order, or customised products
- Cut-to-size products
- Products made to specific customer requirements
- LED lighting kits and electrical components
- LED strips, transformers, plugs, wiring, and modular lighting systems
Once opened, installed, powered on, wired, cut, or modified, these products may not be eligible for return for change of mind due to safety and compliance reasons.
Customers may inspect products only as necessary to confirm:
- Visual condition
- Basic functionality
Any permanent installation, wiring, cutting, drilling, or modification may affect eligibility for return unless a manufacturing fault is confirmed.
Other exempt items may include:
- Installed, fitted, cut, drilled, or modified products
- Products that cannot be resold due to their condition
3. Faulty, Damaged, or Incorrect Goods
Your statutory rights under the Consumer Rights Act 2015 apply if goods are:
- Faulty
- Damaged
- Incorrect
- Not as described
Reporting an Issue
Please notify us as soon as reasonably possible, ideally within 24 hours of delivery.
Reports must include:
- Order number
- Clear photographs or videos showing the issue
- Description of the problem
This does not affect your statutory rights.
Conditions
Goods should not be:
- Installed
- Cut
- Altered
- Disposed of
unless installation was necessary to identify a hidden fault.
Products must be retained for inspection or collection where required.
Remedies
If a fault is confirmed, we may offer an appropriate remedy, including:
- Repair
- Replacement
- Refund
A remedy may require inspection or return of the goods.
4. Discretionary Returns & Store Credit
For products that are not covered by statutory cancellation rights, The British Manor may consider return requests in exceptional circumstances at our discretion.
Conditions
Requests must:
- Be made within 30 days of delivery
- Relate to unused, uninstalled, and resaleable goods
- Include original packaging where applicable
The customer is responsible for return shipping costs.
Original delivery charges are non-refundable.
Approval is not guaranteed.
Store Credit
Approved discretionary returns may be issued as store credit only.
Store credit:
- Is non-refundable
- Is non-transferable
- Cannot be exchanged for cash
- Has a 12-month validity unless stated otherwise
Discretionary returns do not create a legal entitlement.
5. Returns Procedure
Before returning any item:
- Contact us first for approval.
- Returns sent without approval may be refused.
- Goods must be returned to the address provided by The British Manor.
- Items returned damaged, incomplete, or unsaleable may be refused or subject to deductions.
6. Delivery & Return Costs
Return shipping costs are the customer's responsibility unless:
- The product is confirmed faulty
- The wrong item was supplied
- The return is required under consumer law
Failed collections or missed delivery attempts may result in additional charges.
Optional or premium delivery services are non-refundable once provided.
7. Abuse of Returns Policy
We reserve the right to refuse returns, refunds, or store credit where:
- The policy is misused or abused
- Repeated unreasonable claims are made
- Goods have been deliberately damaged, installed, or altered
This does not affect your statutory rights.
8. Shade Variation Notice
For products such as wall panels, natural materials, veneers, and decorative finishes, slight variations in colour, texture, or finish may occur between production batches.
We recommend ordering enough products for your complete project in one purchase to ensure the best possible colour consistency.
If you have previously purchased from us and require additional products, please contact us and we will do our best to assist with matching where possible.
9. Contact Us
For all returns, cancellations, or refund requests, please contact:
The British Manor
Email: Support@thebritishmanor.co.uk
Website: thebritishmanor.co.uk
Phone: 03338806753
Please keep copies of all correspondence for your records.
Legal Notice
This policy is provided in line with:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Sale of Goods Act 1979
For full legal terms, please refer to our Terms & Conditions.