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1. Cancellation Policy
We understand that you may have second thoughts after placing an order. If you wish to cancel your order, please contact us within **24 hours** of placing it.- **Cancellation requests within 24 hours:** You will be eligible for a full refund, including any delivery fees.
- **Cancellation requests after 24 hours:** Unfortunately, cancellations are not eligible for a refund after 24 hours due to the custom nature of our products.
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2. Return Eligibility
Because all of our products are customised and made-to-order, returns are only accepted under specific conditions:
- **Original Condition:** Items must be unused and in their **original packaging**. Products that have been assembled, used, or removed from their original packaging cannot be returned.
- **Time Frame:** Return requests must be submitted within **14 days** of receiving your order.
- **Inspection:** Upon receiving the returned item, we will inspect it to ensure it meets the return criteria. If approved, we will initiate the return process.
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3. Return Costs
If your return is approved, the following costs will apply:
- **Restocking Fee:** All returns incur a **25% restocking fee** based on the total order value.
- **Return Delivery Charge:** A **£249 return delivery fee** will be deducted from your refund.
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4. No Returns or Refunds for Change of Heart or Size Issues
We do not accept returns or provide refunds for the following reasons:
- **Change of Heart:** If you change your mind after the order has been processed, we cannot offer a refund or exchange.
- **Sizing Issues:** It is the customer’s responsibility to ensure that the sofa dimensions fit their home and space before placing an order. Returns or refunds will not be accepted if the sofa is too large or not the right size for your space.
Please make sure to double-check all measurements before completing your purchase to avoid disappointment.
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5. Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable:
- Customised or personalised items, including fabric choices, size, or cushion configurations.
- Clearance or sale items purchased at a discount.
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6. Refund Process
Once your return is approved and the item has passed inspection, refunds will be processed as follows:
- **Refund Timeline:** Please allow **up to 14 working days** from the date we receive your returned item for the refund to be processed.
- **Refund Method:** Refunds will be issued to the original payment method used for the order. Please note that it may take additional time for your bank to process the refund.
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7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within **48 hours** of receiving your order and provide photographic evidence.
For damaged or defective items, we will:
- Arrange a replacement at no extra cost, or
- Offer a full refund, including delivery charges.
Please note that damages resulting from misuse or improper care will not be covered by our returns policy.
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8. Express Delivery & Special Services
Fees associated with express delivery or other special services are **non-refundable**. This includes:
- **Express delivery surcharges.**
- **Assembly fees** of £149.99, once the item has been assembled.
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9. How to Initiate a Return
To initiate a return, please follow these steps:
1. **Contact Us:** Email our customer service team at [insert email] with your order number and details of your return request.
2. **Return Approval:** Once approved, we will send you instructions on how to package the item for return.
3. **Return Collection:** We will arrange a collection by our delivery partner. Please ensure that the item is securely packaged in its original packaging.
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10. Additional Notes
- **Original Packaging:** Items must be returned in their original packaging. Failure to do so will result in the return being rejected.
- **Failure to Meet Return Criteria:** If you fail to meet our return requirements (such as missing the return window or not using original packaging), we reserve the right to reject the return request.
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By placing an order with Ruqa, you agree to the terms of this Returns & Refunds Policy. While we strive to provide complete customer satisfaction, the nature of our made-to-order products requires us to implement these strict guidelines.
If you have any questions about our returns and refunds policy, please contact our customer service team at [insert contact details].
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**Important:** Please measure your space carefully before placing an order, as returns for incorrect sizing or change of mind will not be accepted.