1. What the guarantee covers

Our 12-month guarantee runs from the date of delivery and covers defects in materials and workmanship under normal commercial use conditions. The table below sets out what is and is not included:

2. Damaged or incorrect deliveries

All deliveries should be inspected upon receipt. If your order arrives damaged, incomplete or materially different from what was ordered, you must notify us within 5 working days of delivery.

Late notification may affect your ability to make a valid claim. Where practical, please note any visible damage on the delivery paperwork before signing.

To report a damaged or incorrect delivery, contact us with:

• Your order number
• Clear photographs of the damage — including packaging if it is damaged
• A description of the issue
• Your delivery date

We will assess the report and aim to respond within 2 working days with a proposed resolution — replacement, repair, or refund depending on the circumstances.

3. Making a warranty or guarantee claim

To make a claim under the 12-month guarantee, contact us within the guarantee period. We will need:

• Your original order number and delivery date
• A clear description of the defect or issue
• Photographs showing the defect
• Confirmation that the product has been used as intended and not modified

We will review your claim, liaise with the manufacturer where required, and confirm our proposed resolution within 5 working days. Valid claims will be resolved by repair, replacement or refund at our discretion.

4. Returns — trade and B2B orders

Business-to-business orders do not carry a statutory right of return. Returns of non-faulty goods from trade buyers are accepted entirely at our discretion and may be subject to:

• A restocking fee (typically 15–25% of the order value) where the manufacturer accepts the return
• Return shipping costs being the buyer's responsibility
• The item being unused, in its original condition and original packaging
• The manufacturer's agreement to accept the return — this cannot be guaranteed for made-to-order items

We strongly advise trade buyers to confirm product suitability before ordering. Our team is happy to provide specifications, dimensions and technical details to assist with procurement decisions.

5. Returns — consumer orders

If you are purchasing as a consumer (not in the course of a business), you have the right to cancel your order within 14 calendar days of receiving the goods under the Consumer Contracts Regulations 2013.

To exercise this right:

• Notify us in writing within 14 days of delivery
• Return the goods in unused, undamaged condition within 14 days of notifying us
• Return shipping is at your cost unless the item is faulty or misdescribed

Refunds will be issued within 14 days of receiving the returned goods in satisfactory condition, to the original payment method.

Exception: Items made to order or manufactured to a bespoke specification are exempt from the 14-day cancellation right. This will be clearly indicated on the product page before purchase.

6. How to request a return or raise a claim

7. Statutory rights

Nothing in this policy limits or excludes any statutory rights you may have as a consumer under UK law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information on your rights, visit gov.uk/consumer-protection-rights or contact Citizens Advice.

This policy applies to products supplied by Fortiva Furnishing Ltd. It does not affect any rights you may have against the manufacturer directly, though in practice all warranty claims should be routed through us in the first instance.