Refund policy
Returns & Refunds Policy
Last updated: 27 September 2026
The British Manor is a trading name of Italian City Exclusive Furniture Ltd, registered in England and Wales under company number 12212382.
This policy explains our voluntary 30-day returns offer and your statutory rights when purchasing as a consumer. Nothing in this policy excludes or restricts your rights under UK consumer law.
1. Our 30-Day Returns Offer
If you change your mind, you may request a return within 30 calendar days after the day you receive your goods. You must then send the goods back within 14 calendar days of notifying us.
Under our voluntary extended offer, products must be:
* Unused and in their original condition.
* Uninstalled, uncut and unmodified.
* In their original packaging.
* Complete with the accessories, components and instructions supplied.
These conditions apply to our voluntary offer. Your statutory cancellation and faulty-goods rights are explained below and take priority where they provide greater protection.
2. How to Arrange a Return
Email support@thebritishmanor.co.uk with your name, order number or other proof of purchase, and details of the products you wish to return.
We will provide the appropriate return address and instructions. Please obtain these before dispatching goods, as our showroom and registered office are not automatically the return destination for every product.
Package items securely and retain proof of dispatch. We recommend using a tracked service where available.
Contacting us for return instructions does not make statutory cancellation dependent on our approval. You do not need to give a reason when exercising your statutory right to cancel.
3. Return Transport and Costs
Change-of-mind returns
Customers are responsible for arranging a suitable carrier and paying the direct return costs, provided the required return-cost information was disclosed before purchase.
The British Manor does not provide a collection service for change-of-mind returns.
Our original delivery charges, including subscriber delivery rates, are not quotations for return transport.
Bulky items
Furniture, mattresses, long wall panels and other large products may require specialist transport. Return costs vary according to the goods’ dimensions, weight, quantity and collection postcode.
For goods that cannot normally be returned by post, we provide the applicable return cost or a reasonable estimated maximum before purchase. Please contact support@thebritishmanor.co.uk with your proposed order and postcode for this information.
Our team can provide guidance on suitable transport options, but customers remain responsible for booking and paying their chosen carrier.
Faulty goods or our error
If goods are faulty, damaged on arrival, incorrectly supplied or not as described, or the return results from our error, we cover the reasonable return costs as required by law.
Contact us first so we can agree suitable arrangements. The customer-arranged return requirement for change-of-mind purchases does not restrict these rights.
4. Your Statutory Right to Cancel
For most online and telephone purchases, you can cancel without giving a reason from the time you order until 14 calendar days after the day you receive the goods.
Where goods from one order arrive separately, the cancellation period generally runs from receipt of the last item.
Notify us by email, telephone or post using the contact details below. Any clear statement of your decision to cancel is sufficient. You must then send the goods back within a further 14 calendar days.
If you cancel before dispatch, we will try to stop shipment. Dispatch does not remove any applicable cancellation rights.
You may open packaging and reasonably inspect goods as you would in a shop. Original packaging is not an absolute requirement for statutory cancellation.
Where legally permitted, we may deduct for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain the basis of any deduction. We do not charge an automatic restocking fee for statutory cancellation.
5. Bespoke Products and Other Exceptions
Goods genuinely made to your individual specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights. Any applicable exclusion will be explained before purchase.
Standard products are not automatically bespoke merely because they are manufactured or sourced after you place an order. Electrical products, LED lighting and opened packaging are not automatically excluded from statutory cancellation.
Products you have used, installed, cut or modified do not qualify for our voluntary extended change-of-mind offer. Your statutory rights are assessed separately.
Any product-specific exclusion from the voluntary offer must be disclosed before purchase. No change-of-mind exclusion removes your rights concerning faulty or misdescribed goods.
Sale and discounted products retain the same statutory rights as full-price products and are not excluded from our voluntary offer simply because they were discounted.
6. Faulty, Damaged or Incorrect Goods
Please inspect your order when reasonably possible and contact us promptly if there is a problem. Include your order details and a description of the issue.
Photographs or video can help us investigate but are not a condition of your statutory rights. There is no 24-hour reporting deadline that removes your legal rights.
If goods do not meet the standards required by the Consumer Rights Act 2015, you normally have a short-term right to reject them within 30 days for a full refund, subject to the statutory rules.
After that period, repair or replacement rights may apply. Further remedies may include a price reduction or rejection if repair or replacement is unavailable, unsuccessful, or not completed within a reasonable time and without significant inconvenience.
These rights may continue beyond our voluntary returns period. A hidden fault discovered after installation is not automatically excluded, and original packaging is not required for a valid faulty-goods claim.
Please retain the goods for reasonable inspection or return arrangements. We are not responsible for damage caused solely by misuse, accidental damage after delivery or incorrect installation by someone for whom we are not responsible. This does not exclude an unrelated defect or a problem caused by us.
7. Refunds
Refunds are issued to the original payment method, unless you expressly agree otherwise. We will not require you to accept store credit instead of a refund to which you are entitled.
Statutory cancellations: we refund without undue delay. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or receive evidence of dispatch, whichever happens first. We refund no later than 14 days after that point. Where we have offered to collect, or no goods were supplied, the applicable deadline is 14 days after your cancellation notice.
Voluntary extended returns: eligible refunds are processed within 14 days of receiving the goods or satisfactory evidence of their return, whichever is earlier.
Rejected faulty goods: refunds are issued without undue delay and within 14 days of agreeing that you are entitled to one.
Your bank or payment provider may take additional time to display a processed refund. Instalment purchases are refunded through the original payment provider.
8. Original Delivery Charges
If you cancel an entire order under your statutory cancellation rights, we refund the standard outbound delivery charge you paid. This includes the £23.99 standard rate or £18.99 subscriber rate, as applicable.
If you selected a premium delivery service, we only have to refund the cost of the least expensive standard delivery option offered. For partial returns, any delivery refund depends on the circumstances and applicable law.
For change-of-mind returns made solely under our voluntary extended offer, outside statutory cancellation rights, original outbound delivery charges are not refunded.
Delivery charges relating to faulty, damaged, incorrect or misdescribed goods are refunded where required by law.
9. Exchanges and Questions
If you would prefer a different product, size or colour, contact us to discuss availability and the appropriate exchange or return-and-reorder arrangements.
If you disagree with a returns decision, please contact us with your order details. We will review the information and explain our response.
10. Contact Details
The British Manor
A trading name of Italian City Exclusive Furniture Ltd
Company number: 12212382
Email: support@thebritishmanor.co.uk
Telephone: 0333 880 6753
Showroom and customer correspondence:
Unit 2 Cleaver Street
Blackburn, BB1 5DG
United Kingdom
Registered office:
353 High Street North
London, Greater London, E12 6PQ
United Kingdom
Please obtain return instructions before sending products to either address.