Refund & Returns Policy

At Society House, we carefully select our collections for their quality, craftsmanship and distinctive character. We hope you are delighted with your purchase, but should you wish to return an item, please refer to our policy below.

Online Purchases – 14-Day Returns

For purchases made online, you have the legal right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise this right, please notify us within this period by emailing info@societyhouse.co.uk, including your order number and details of the item you wish to return.

You then have a further 14 days from notifying us of your cancellation to send the goods back.

We recommend contacting us before arranging a return so that we can provide the appropriate return address, packaging guidance and, if required, a return shipping label or QR code. However, your statutory right to cancel does not depend on receiving prior approval from us.

Condition of Returned Items

We ask that returned items are carefully packaged, preferably in their original packaging, to protect them during transit.  Tags must be kept on.

You are entitled to inspect goods as you reasonably would in a shop. However, items should not be used beyond what is necessary to establish their nature, characteristics and suitability.

Where excessive handling has diminished the value of an item, we reserve the right to make a reasonable deduction from the refund in accordance with consumer legislation.

We strongly recommend retaining all original protective packaging until you are satisfied with your purchase.

Return Postage – Unwanted Items

Where an item is returned because it is unwanted or you have changed your mind, the customer is responsible for the direct cost of returning it to Society House.

You may arrange and pay for the return using a suitable postal or courier service of your choice.

Alternatively, Society House may be able to arrange a prepaid return label or collection. Where you agree to use this service, the actual direct return-postage or collection cost will be confirmed to you and deducted from your refund.

You will not be charged twice for return postage.

For larger furniture and items requiring specialist transport, return arrangements and costs will depend on the size and nature of the item. 

This section applies to unwanted items only and does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

Original Delivery Charges

Where an entire online order is cancelled within the statutory cancellation period, we will refund the purchase price together with the original standard delivery charge, where applicable.

If you selected an enhanced or premium delivery service, we are only required to refund the equivalent standard delivery cost.

Where only part of an order is returned, any refund of the original delivery charge will be assessed in accordance with applicable consumer legislation.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us as soon as reasonably possible if an item arrives damaged, is faulty or differs from the item ordered.

Email info@societyhouse.co.uk, providing your order number, a description of the issue and, where possible, supporting photographs.

We will assess the issue and arrange an appropriate resolution in accordance with your statutory consumer rights.

Where goods are faulty, damaged on arrival or incorrectly supplied, Society House will cover reasonable return costs where legally required.

Your rights under the Consumer Rights Act 2015 are unaffected by this policy.

Antique & Vintage Furniture and Accessories

Our collection includes antique, vintage, restored and reclaimed furniture, alongside individually sourced decorative objects.

By their nature, these pieces may display evidence of their history, including knocks, dents, scratches, variations in colour, repairs, patina and natural wear.

Such characteristics are an integral part of their individual appearance and should be expected where accurately described or shown in our product listings.

We encourage customers to review product photographs, measurements and descriptions carefully before purchasing.

These characteristics do not remove your statutory rights where an item is faulty, unsafe or materially different from its description.

Exclusions & Special Orders

Certain products may be exempt from the statutory right to cancel, including goods made to your individual specifications or clearly personalised, such as bespoke sofas and certain made-to-measure furnishings.

These exclusions will be communicated where applicable before purchase.

Sale and discounted items purchased online retain the same statutory cancellation rights as full price goods.

Gift cards and other products will be treated in accordance with the statutory rules applicable to their type.

Refunds

Once we have received your returned goods, we will inspect them and confirm your refund.

Where you exercise your statutory right to cancel, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or, if earlier, receive satisfactory evidence that they have been sent back.

Where we have agreed to collect the goods, or goods have not yet been delivered, the applicable statutory refund deadline will apply.

Refunds will be made to the original payment method unless otherwise agreed.

Any lawful deductions for excessive handling or agreed direct return costs will be clearly explained.

Please allow additional time for your bank or card provider to process the refund.

Purchases Made In Store

For purchases made directly at our Buckfastleigh showroom, we are not legally required to accept returns solely because an item is unwanted or a customer has changed their mind.

Any discretionary returns will be considered by Society House individually.

This does not affect your statutory rights if goods are faulty or not as described.

Contact Us

For returns, refunds or queries relating to your purchase, please contact:

Society House
Maison Société Ltd
Email: info@societyhouse.co.uk

Nothing in this policy affects your statutory rights under applicable consumer legislation.