Returns & Exchanges

If you want to return your purchase the item(s) must be returned within 14 days of delivery. The item must be unused and in its original packaging.

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We are unable to refund any postal charges and the refund of the item will be refunded onto the original form of payment the item was purchased on.

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You can exchange the item for a replacement. A cost will incur for sending the exchange item by post.

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Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns or exchanges for:​

• Custom or personalised orders

• Perishable products (like food or flowers)

• Digital downloads

• Intimate items (for health/hygiene reasons)

• Items on sale

• Seconds or ex-display items (fault/defect would have been listed and the buyer would have purchased aware of the fault/defect)

• Cut lengths of fabric

• Bedding, throws, scatter cushions (cases and inserts), dog beds (for health/hygiene reasons once original packaging has been opened the item(s) is non-returnable)

• Gift Vouchers (non-refundable)

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Buyers are responsible for all return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

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Goods must be returned in their original packaging, using a guaranteed and trackable delivery service for which the buyer is responsible for paying for and must arrive in perfect order. If you wish to return any item for any reason, please contact us in advance so that we are ready to process your return as soon as possible. Please be aware that the large lampshades cost around £12 to be sent via Royal Mail's Parcelforce service, so it’s good to be sure before you order! 

Your exchange item(s) will only be dispatched once we have received the returned item in its original condition and undamaged. The customer is still responsible for any loss in value if the item is damaged upon return. 

Additional postage charges may apply if you significantly change your order.

If your replacement item costs less than the item you have returned we will refund you the difference returned to the original payment method. Alternatively, if the replacement item costs more then the returned item, we will need to take an additional payment from you. We will send you an invoice for additional payment. 

Any additional payment will need to be reached prior to sending out the exchanged item. Any outstanding balance must be settled within 14 days, after this, the order will be cancelled and any credit will be returned to the original payment method.

Yes, you can return/exchange this item within 14 days from purchase and it must be unused. Please get in contact with our customer service team using the Request to Return/Exchange Form. In the order number box please use the transaction number from your e-receipt and also the event you purchased the item from and date. We cannot process any returns or exchanges if you did not receive a receipt/proof of purchase at the event.

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Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value and will not be refunded in full. 

Refunds on returns item(s) will be refunded onto the the original form of payment. In order to process your funds we will need proof of purchase and your payment transaction number.

If payment was in cash we require proof of purchase before any form of electronic refund will be given.

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If you wish to exchange:

Your exchange item(s) will only be dispatched once we have received the returned item. Postal charges apply. If your replacement item costs less than the item you have returned we will refund you the difference. Alternatively, if the replacement item costs more then the returned item, we will need to take an additional payment from you. Any additional payment will need to be reached prior to sending out the exchanged item. Any outstanding balance must be settled within 14 days, after this, the order will be cancelled and any credit will be returned to the original payment method (cash payments will only be refunded in a form of electronic payment).

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If you purchased a seconds/ex-display item(s) the product would have been significantly reduced in price and you would have been made aware of the defect. As a consequence, we do not accept returns of purchase of seconds or ex-display.

Unfortunately we do not deal with returns of our items bought from our stockists. You will need to contact the stockist to discuss their returns policy.

You can return an item as long as it is still in its original packaging and unused within 14 days of delivery.
Please fill out our Request to Return/Exchange Form. You will need to provide your name, address, order number (if known), email address and a contact number with details of the item(s) you are returning, reason for return and whether you would like a a refund or exchange for another product.

A member of the team will be in contact shortly once the Request to Return/Exchange Form has been received to process your request.

Once your request has been accepted please make sure your item is securely wrapped (if possible use original packaging) and send your return to:

BERRY & GROUSE - RETURN FROM [customer name/order number]
South Cottage, Howell Lane, Ewerby Thorpe, Sleaford, NG34 9PR.

Parcels are returned at your own cost. It is highly recommended to use a guaranteed and trackable service with parcel insurance. We are only responsible for the parcel once it has been received into our office, items lost or damaged in transit will not be treated as returned.

Alternatively, we can arrange for return postage from our courier company to collect the parcel from your address. You will need to be available to hand over the parcel. There is an additional charge for this service.

If you have requested to return the item(s) a refund for the cost of the item will be refunded onto the original form of payment the item(s) were purchased on. We are unable to refund any postal charges.

 

On rare occasions customers can receive a damaged item. If you have received an item damaged during transit item please get in contact immediately (ideally within 24 hours of delivery). Please retain the item(s) and complete our Delivered Damaged Goods Form. Photographic evidence must also be submitted of the condition of the box and the damaged item so we can process your claim.

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A member of our customer service team will be in contact to discuss whether the damaged item(s) need to be returned and to make sure that no other items are affected and assist you with your claim.

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Your order has a warranty period of 30 days from the delivery date. If your item(s) develops a fault please get in contact immediately. Please complete our Request to Return/Exchange Item Form. You will need to provide photographic evidence of the fault.

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Please read our FAQ's Fabric Care Instructions page or care instructions of your item. Returns as damaged will not be accepted if the defect arises as a result of fair wear and tear, wilful damage, negligence, attempting a repair or abnormal storage conditions.

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The Customer (if asked to do so by Berry & Grouse) returns such Goods to Berry & Grouse’s place of business at the Customer's cost, Berry & Grouse shall, at its option, repair or replace any Goods that are found to be defective, or refund the price of such defective Goods. Berry & Grouse is not liable for the repair, replacement or refund if the product has been damaged by the customer due to the incorrect product care or damaged caused by misuse or wear and tear.

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When returning the item(s) please obtain a free certificate of posting from the Post Office as the item is still your responsibility until the item is safely received at our office. Items lost or damaged will not be treated as returned.

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If the customer is liable for the repair of the damaged item(s) the customer will be subject to repair and return postage fees. Berry & Grouse is not responsible for returning an unrepaired damaged item to the customer and return postage fees will apply.

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Full details can be found on our Terms & Conditions page.

Once we have received your return to our office you will receive a confirmation email from us and we will update you regarding your request.

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If you have sent your parcel and have not received a confirmation email after 10 days please get in contact with our customer service team. so we can confirm if the parcel has been received. The customer is responsible for the delivery of returns and will need to contact the courier company they used for tracking and delivery updates.

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Payment refunds can take up to two weeks to appear on your statement.

If you have received an item as a gift it can only be returned/exchanged by the person that purchased the item directly from us.