Returns Policy

You have 14 days to return any unwanted orders.

For unwanted items, you will need to arrange collection & return at your own cost. We recommend using ‘parcel monkey’ or ‘parcel to go’ to compare costs for multiple courier companies and to book your collection.

Unwanted items must be packaged in the original packaging, unused, and in a saleable condition. In the very rare case your chosen courier damages the order upon returning it back to us, you must claim with your chosen courier. We recommend you take photos of the item prior to it being taken by the courier as proof.

Items not received back in good condition may not be refunded in full.

Refunds are made within 14 days of the item being returned to us.

Refunds are made back to the account you paid with. This usually takes 3 -5 working days to go back into your bank account.

Faulty Items

You have 30 calendar days to report faulty items for a refund.

We have quality check processes in place to ensure we always send out your order in a good, undamaged, condition ( unless stated otherwise ) In the event your order packaging does not appear to be in good condition upon arrival, please inspect the goods as in most cases the contents are fine. In the rare case your order is damaged, please take photos and email us at so we can initiate an investigation with the courier and send out replacement parts as soon as possible.

We take every care to ensure that detailed information is provided in presenting the products offered for sale. We do this to help ensure that you can easily find the right fit for your requirement. 

Damages should be reported within 24 hours – this does not affect your statutory rights.

You should contact Us by telephone on 01239711058 or by emailing We will require full details of the reported damage or defect and may request images. The Goods must remain in the original packaging and if requested by Us be promptly returned. Once We have verified the damage to, defect in or shortage of the Goods, We shall issue a replacement or a refund (including postage) to You via your original payment method. You have an obligation to take reasonable care of the Goods whilst they are in your possession.  We may refuse to replace or refund any Goods returned to Us if We consider that You have failed to take reasonable care of the Goods.

You are entitled to the following:

up to 14 days: if you charge mind regarding your purchase

up to 30 days: if the Goods are damaged or defective, then You can get a refund.

up to six months: if the damaged or defective Goods cannot be repaired or replaced, then You are entitled to a refund of up to the full amount, in most cases up to year: in the event that the Goods can be expected to last up to year then You may be entitled to a repair or replacement, or, if the Goods cannot be repaired or replaced, You may be entitled to some of your money back.

If You wish to exercise your legal rights to reject the Goods, You must return the Goods to Us or allow Us to collect the Goods from You. You must pay the reasonable costs of return or collection.

Goods agreed for return must be returned in their original packaging, unused, unassembled, and suitable for resale. Credit nor refund shall not be given for goods received damaged. You shall be, unless otherwise agreed by Us, responsible for the cost of return. Where it has been agreed that You arrange the return delivery, the proof of return will remain with You.

Cancelling Or Changing An Order Prior to Delivery

Please contact Us by telephone on 01239711058 or by emailing should you wish to cancel or make amendments to an order prior to delivery. Our team will work with you to advise what can be done depending on your order depending on type of product and the current order stage it is currently in. If the product is not bespoke or made to order, then we can usually cancel it with a 25% restocking charge if it has not been shipped.

Ex-Display Items

All ex-display showroom sale items are “sold as seen” and non-returnable as long they are delivered and accepted in the same condition as stated in our showroom and/or website.


All deliveries are subject to clearance of funds and stock availability, this combined with the third-party nature of courier services means that, whilst we always try to keep to promised delivery dates, occasionally goods may arrive late. Invariably this is to do with factors outside The Bay Furniture Company’s control. For this reason, we cannot offer guarantees on delivery dates or accept any liability for losses as a result of late deliveries.



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