How do I return an item?
Submit a support request with your order number and photos, wait for the return authorisation and address, then send the item back in its original packaging with the authorisation number written on the outside.
The process
- 1Submit a support request and choose the reason that fits.The reason determines who pays the freight and whether a fee applies, so pick it honestly — "damaged on delivery" and "changed my mind" are handled very differently.
- 2Attach photos of the item and the packaging.Even for change of mind. Photos establish the condition before the item travels back.
- 3Wait for your return authorisation.You will receive a case number, the return address and, where we are covering freight, a label. Goods sent back without an authorisation cannot be matched to your order.
- 4Repack the item in its original carton.Write the case number on the outside of the box, not on the product carton itself where it damages resale condition.
- 5Send it to the warehouse address on your return authorisation, or drop it at Blackburn during showroom hours.
- 6We inspect on arrival and process the outcome.Refunds are issued within 3–5 business days of inspection.
Who pays the return freight
| Reason for return | Return freight |
|---|---|
| Damaged on arrival | We pay, on an accepted transit-damage claim |
| Wrong item supplied | We pay |
| Faulty | We pay |
| Change of mind | You pay |
| Ordered the wrong size or finish | You pay |
What happens after we receive it
- The item is inspected against the photos supplied and the reason given.
- Approved returns are refunded, replaced or credited as agreed in your case.
- If the condition does not match what was described, we contact you before doing anything — nothing is refused silently.
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Still need help?
Send us the details and we will open a support case with a reference number.