Return Policy

We want every rug and piece of furniture to feel right in your home. This policy explains how to cancel an eligible online order, arrange a return and tell us when something has arrived faulty, damaged or not as described.

Changing your mind

For most eligible online purchases, you may tell us that you wish to cancel within 14 days after you, or a person nominated by you, receives the goods. After telling us, you normally have a further 14 days to return them.

You may inspect an item as you would in a shop. Please keep it clean, unused beyond reasonable inspection and, where possible, in its original protective packaging. We may make a reasonable deduction if handling has reduced the item’s value.

Made-to-order and personalised furniture

Furniture marked Made to order is ordered especially for your home and normally carries an estimated 8–12 week lead time. The label describes production and delivery timing; it does not by itself remove your cancellation rights.

Only goods made to your individual specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right. A piece is not automatically bespoke merely because it is produced or assembled after the order, or because you choose from the standard colours, fabrics or configurations we offer. We will identify a genuinely personalised specification before checkout or before accepting the order.

This exception never affects your rights when an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

How to request a return

1. Email us within the relevant period with your order number, contact details, the item and the reason for return.
2. For damage or a fault, include clear photographs of the item, packaging and shipping label where possible.
3. Wait for our return instructions. Rugs may be returned by parcel carrier; furniture normally requires a planned collection.
4. Package the goods securely and include every component, fitting, instruction and accessory supplied.

Return delivery and collection costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods. If we arrange collection of a large item, we will tell you the cost before booking it and may deduct that agreed cost from the refund.

If the item is faulty, damaged, incorrect or not as described, Netline Home will arrange and cover an appropriate return or remedy.

Damaged, faulty or incorrect items

Please inspect furniture and packaging at delivery where reasonably possible. Tell the delivery team about visible damage and contact us promptly with photographs so we can act quickly. Reporting promptly helps us investigate with the carrier, but does not reduce your statutory rights.

Depending on the circumstances, the appropriate remedy may be a repair, replacement, price reduction or refund.

Refund timing

Approved refunds are made to the original payment method. For a cancelled eligible order, we issue the refund within 14 days after receiving the returned goods or receiving acceptable evidence that they have been sent back, whichever is earlier. We may withhold the refund until one of those events occurs.

Where required, the standard outbound delivery charge is refunded. Additional cost for an upgraded or premium delivery service is not normally refundable beyond the least expensive standard service offered.

Exchanges

The clearest way to exchange a product is to request a return and place a new order once the return is approved. This avoids the replacement becoming unavailable while the first item is in transit.

Your statutory rights

Nothing in this policy limits rights provided by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.

Contact

Netline Home Ltd · Company number 13848483
Registered office: Big And Red Storage Unit 5, Martinbridge Industrial Estate, Lincoln Road, Enfield, United Kingdom, EN1 1SP
Email: customer@netlinehome.co.uk · Telephone: +44 7909 345594

Last updated: 13 September 2026.