Order cancellation policy

Once your order is confirmed, you can cancel it up until dispatch (timings vary by product). However, a restocking charge may apply in some cases.

Most chairs are classed as bespoke and are made to your specific requirements, so they can’t be cancelled once ordered. However, we may be able to help if you contact us on the same day or before the order has been processed.

For standard products, cancellations aren’t possible once the order has been processed and will instead come under our Returns Policy below. Any costs we incur in processing your order, such as, but not limited to, banking and supplier charges, can’t be refunded.

Returns

Distance selling regulations apply to items bought online. If you’re unhappy with your purchase, you can return it to us within 14 days. Please contact us by email at info@backworld.co.uk as soon as possible to arrange a return. Returned products must be in their original packaging and in saleable condition, with no signs of use.

After 14 days, it may still be possible to return unwanted items if they’re unused and in their original, undamaged, and unopened packaging. Items purchased in-store are subject to the same returns policy.

We’ll give you the return address once your return is arranged. Items should be sent back at the customer’s expense. We recommend fully insuring the parcel, as we can’t be held responsible for damage or loss in transit. In some cases, it may be possible to arrange a drop-off at our Exeter location.

Made-to-order items (bespoke or non-stock items) are specific to your order and cannot be returned. Please ensure you’re happy with your choice before placing your order.

Faulty Items

If you believe an item you’ve received is faulty, please contact us as soon as possible. We’ll ask you to describe the issue and, in some cases, send us photos so we can assess the fault. Once confirmed, we’ll arrange for the item’s return and provide a replacement. 

If a replacement isn’t available (for example, due to discontinuation), we’ll offer a suitable alternative or a full refund. Return costs for faulty items will be reimbursed once the fault has been inspected and confirmed.

If you need to return an item for any other reason, such as under our 14-day returns policy (for selected products), please contact us to let us know why. We’ll then supply the return address. Please include the original receipt with the item, along with the reason for return (you can write it on the receipt), so we can identify your order. Without this, we may be unable to process your return.

Return Exceptions

We regret that, for hygiene reasons, we’re unable to accept returns of mattresses, pillows, or personal items such as massagers. This is standard practice across most companies selling these types of products.

Refunds

Refunds will be issued within 7 working days of us receiving the item. Delivery charges are only refundable if the item is faulty. All refunds are subject to inspection and confirmation that the items have been returned in accordance with our returns policy above.

The Consumer Rights Act of 2015 came into force on 1 October 2015. Novzes Ltd, trading as Backworld, abides by all relevant conditions as laid out in the amended act.

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