Returns & Refunds Policy
At Real Time Furniture, we want you to love your purchase, but we understand that sometimes things change. This guide explains how to return items, request a refund, or exchange a product.
Please note: Some items, such as custom-made or bespoke furniture, cannot be returned.
Contact Us
If you need help with a return or refund, get in touch:
-
Phone: 07438675536
-
Online Support: https://realtimefurniture.co.uk/support
Important Information About Returns
A £70 collection fee applies if you choose to have us collect your item.
For example, if your item costs £500 and is returned in reasonable condition, you will receive £430 after the collection fee is applied.
You are also welcome to arrange the return yourself. Returns should be sent to the address provided you in email (to a nearby warehouse)
Returning Items in Good Condition
If your item is used or damaged (for example, sofas, mattresses, or any item with stains, tears, or structural damage), we reserve the right to deduct up to 75% from your refund to cover cleaning, repairs, or wear and tear.
Assembly service:
-
If we assembled your item, we can remove the packaging for you.
-
If you later return the item, you’ll need suitable packaging. We recommend keeping the original packaging if you plan to test the product first.
Please send a photo of the item fully packaged when arranging collection.
Damaged Items on Delivery
We carefully check every item before shipping. If your item arrives damaged:
-
Sign for your delivery only if there’s no visible damage.
-
If damage is noticed after unpacking, contact us within 48 hours via email, phone, or our support page.
Claims reported after 48 hours may not be eligible for a refund or exchange.
Change of Mind
Changed your mind? We’re happy to help:
-
A £70 collection fee applies for returns due to change of mind.
-
If exchanging for a different size or colour, the £70 fee also applies to collection and delivery of the replacement item.
Items That Don’t Fit
Before ordering, ensure the item can be delivered to your home, including checking:
-
Doorways
-
Staircases
-
Hallways
-
Tight corners
If delivery cannot be completed due to access restrictions, a £70 return fee will apply.
Custom & Made-to-Order Items
Custom-made or bespoke items (e.g., non-standard beds, headboards, wardrobes) cannot be returned or refunded.
Assembly & Removal Services
-
Standard delivery is to your doorstep or just inside the front door.
-
If you select our assembly service, we can place items in the room of your choice (up to two floors via stairs).
-
For floors above the second, a working lift must be available. If not, a £70 delivery surcharge applies.
-
If delivery or assembly is not possible due to access issues, the assembly fee is non-refundable.
Refunds: How & When
Once we receive your returned item and confirm it’s in reasonable condition, we’ll process your refund as quickly as possible.
-
Refunds are made using your original payment method.
-
Please allow up to 5 working days for the refund to appear in your account.
Important: If the item is used or damaged, we may deduct up to 75% from the refund.
Collection Service
We can collect returned items for a £70 fee, deducted from your refund.
Collections usually take 7–14 working days, and we’ll keep you updated throughout the process.
Cancellations
-
Before a delivery date is scheduled: Full refund available.
-
After a delivery date is confirmed: A £70 cancellation fee applies.
Missed or Rescheduled Deliveries
-
Missed delivery: £70 redelivery fee applies.
-
Change of delivery date: Free if requested within 24 hours of confirmation. After 24 hours, a £70 fee applies.
Still Have Questions?
We’re here to help! Contact our support team via:
-
Phone: 07438675536
-
Help Section: https://realtimefurniture.co.uk/support