For Furniture Items (Chest of Drawers, Bedside Tables, Ottoman Storage Boxes, & Headboards)
If you change your mind, you have 30 days from the date you receive your order to return your item.
To be eligible for a return, the item must:
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Be returned in its original packaging.
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Be unused and unassembled.
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Be in the same condition in which it was received.
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Be in a condition suitable for resale.
All items must be returned to us unused and with their original packaging. We reserve the right to refuse a refund where an item is returned used, assembled, damaged, without its original packaging, or otherwise in a condition unsuitable for resale.
Customers have to arrange and send their return directly to us at their own cost. Please ensure the item is securely packaged to prevent damage while in transit.
Returns should be sent to:
533 King's Road, London, SW10 0TZ, United Kingdom
We recommend using a tracked and insured delivery service and keeping your proof of postage until your return and refund have been completed. Ruqa cannot be held responsible for items that are lost or damaged while being returned using a delivery service arranged by the customer.
Note: Please note that original delivery, postage, and shipping charges are non-refundable.
60-Night Risk-Free Trial – Applicable to Beds & Mattresses Only
We accept returns and offer refunds for beds and mattresses up to 60 days after delivery. For stress-free returns and refunds, just contact us before the 60 days are up, and we’ll begin the process.
Get in touch via:
Email: cs@ruqa.co.uk
Online Support: /pages/contact-us
Telephone: [RUQA phone number]
Custom & Made-to-Order Items
For items that are custom-made or built to specific requirements (e.g., non-standard bed or headboard sizes), returns are not accepted. These bespoke items are made especially for you and are non-refundable under all circumstances. The 60-night trial does not apply to these orders.
Important Information About Your Return
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A £75 collection fee applies if you choose to return an item under the 60-night trial. For example, if your item costs £500 and the applicable fee is £75, you will receive £425 once it’s returned in reasonable condition. Please note here that any delivery charges paid at the time of purchase are non-refundable.
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If the product we receive is damaged (e.g. a torn fabric, stains, or structural damage to the bed or mattress), or if it's returned in an unreasonable condition after use, we reserve the right to deduct up to 75% of the total amount from your refund to cover the damages.
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Alternatively, you are welcome to arrange your return. Returns must be sent to:
533 King's Road, London, SW10 0TZ, United Kingdom
Delivery & Redelivery
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Please make sure someone is available to accept the delivery on the agreed date and time.
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If a delivery is missed, an additional redelivery charge will apply.
Damaged Items on Delivery
We take every step to ensure your item arrives in perfect condition.
Here’s what to do if something doesn’t look right:
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When receiving your order, we ask that you sign to confirm the item has arrived without visible damage.
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If you notice any damage after unpacking, please contact us within 48 hours of delivery via email, phone, or our support page.
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Any issues reported after 48 hours may not be eligible for a refund or exchange.
Cancellations
You may cancel your order for a full refund up to 2 working days prior to your scheduled delivery date, with a cut-off time of 1:00 PM.
For example:
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If your delivery is scheduled for Thursday the 5th, you can cancel up until Tuesday the 3rd, at 1:00 PM.
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If your delivery is scheduled for Monday, the cancellation cut-off will be Thursday at 1:00 PM, as weekends are not considered working days.
If you cancel after the 1:00 PM cut-off time, a £75 cancellation fee will apply, and delivery charges will be non-refundable.
Change of Mind
If you've changed your mind about a product, we’re still happy to help, with some conditions:
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A £75 collection fee applies for any change-of-mind return.
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If you’re exchanging an item (e.g., for a different size or colour), the £75 fee also applies to the collection and delivery of the replacement item.
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Moreover, any original delivery charges paid at the time of purchase are non-refundable.
If The Item Doesn’t Fit On Delivery Day
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It is the customer’s responsibility to ensure the item will fit through entrances, staircases, and into the chosen room.
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If the item does not fit at the time of delivery, a redelivery charge will apply.
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If we need to take the item back and you choose to cancel, a £75 fee will apply, and delivery charges will be non-refundable.
Access Restrictions
Please let us know in advance if there are any access restrictions at your delivery address, such as limited parking, narrow entrances, or restricted building access. This helps us avoid any delays or issues on the day of delivery.
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If our team is unable to complete the delivery due to undisclosed access restrictions, the delivery will be marked as failed. In this case, redelivery charges will apply, and the original delivery fee will not be refunded.
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Please also note that our team can carry items up to 2 floors (2 flights of stairs). If you have lift access and the items fit inside the lift, we’re happy to use it to complete the delivery.
Professional Assembly & Returns
If you’ve selected our professional assembly service, here’s everything you need to know:
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We’ll deliver your items to the room of your choice, unpack them, and assemble your bed where assembly has been selected.
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We do not remove or dispose of the packaging, so we highly recommend keeping it safe in case you need to return the item in the future.
If you need to return your item:
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The bed must be fully dismantled and securely repackaged before the collection team arrives.
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If the item is not disassembled and properly packed when the courier arrives, an additional fee will apply.
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We cannot arrange a collection unless you send us clear photos showing the items fully dismantled and packaged correctly.
If you no longer have the original packaging:
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Please contact us via email to request replacement packaging.
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We can arrange next-day delivery; however, this service is chargeable.
Collections & Redeliveries:
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The same cancellation cut-off applies; you must notify us by 1:00 PM, 2 working days before the scheduled collection or redelivery date.
Refunds: How & When
Once we’ve received the returned item and confirmed it’s in reasonable condition, we’ll process your refund as quickly as possible.
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Refunds are made using the same payment method used during the purchase.
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Please allow up to 5 working days for the refund to appear in your account after processing.
Still have questions?
We’re here to help. Feel free to reach out to our support team via email, phone, or the help section on our website.