Refund policy

Return and Refund Policy

Effective date: 3 November 2026

Please read this policy carefully before placing an order with Leisure & Shade. This policy applies to standard furniture and custom-made products.

Nothing in this policy limits your rights under applicable consumer-protection law.

1. Change-of-Mind Returns

Change-of-mind exchange requests are accepted only for eligible in-stock items and must be submitted within 48 hours of the recorded delivery date and time.

Change-of-mind refunds are not available.

To qualify for an exchange, the item must be unused, undamaged, unassembled, in its original condition and returned with all supplied components and original packaging.

Custom-made, made-to-order, personalised, clearance and display items are not eligible for change-of-mind exchange.

These conditions do not affect your rights in relation to defective, damaged, incorrectly supplied or misdescribed goods.

Customers are responsible for reviewing product dimensions, materials, finishes, colours, delivery access and product specifications before placing an order.

2. Custom and Personalised Furniture

Furniture made to approved dimensions, fabrics, colours, finishes, materials or other individual specifications is not eligible for cancellation, return, refund or exchange due to a change of mind once production has commenced or the product has been supplied as agreed.

This does not affect your rights if a custom-made item is defective, damaged, incorrect or does not meet the approved specification.

3. Manufacturer’s Defects and Incorrect Items

We offer a seven (7) calendar-day exchange policy for manufacturer’s defects reported from the date of delivery.

If an item arrives damaged, defective, incorrect or materially different from the agreed specification, please contact us as soon as reasonably possible and within seven calendar days of delivery.

Where a claim is approved, we will assess the appropriate remedy, which may include repair, replacement, exchange, refund or another remedy required by applicable law.

The seven-day reporting period helps us investigate and arrange a prompt solution. It does not remove any statutory warranty or consumer rights that may apply.

4. Items Not Covered by the Manufacturer’s Defect Policy

The manufacturer’s defect policy does not cover issues caused by:

• Normal wear and tear.
• Improper use, misuse, neglect or accidental damage.
• Incorrect cleaning, maintenance or storage.
• Damage caused after delivery by the customer, installer or another third party.
• Unauthorised repairs, modifications or alterations.
• Damage caused by unsuitable environmental conditions, where the product was supplied according to its stated intended use.

A disclosed imperfection on a sale, clearance or display item will not be treated as a defect if it was clearly identified before purchase. However, this does not exclude responsibility for a separate undisclosed defect or incorrect description.

5. How to Report an Issue

To request an inspection, exchange or other remedy, email info@leisureandshade.com with:

• Your full name and order number.
• The item concerned.
• A clear description of the issue.
• Photographs or videos of the issue, where available.
• The delivery date and contact number.

Please stop using the item immediately if it appears unsafe.

We may request further information, photographs, a site inspection or collection of the product for assessment. Please contact us before sending any furniture to a return address.

6. Collection, Transport and Charges

For an approved manufacturer’s defect, incorrect item or other issue for which we are responsible, Leisure & Shade will arrange and cover reasonable collection, repair, replacement or re-delivery costs where applicable.

Customers must not arrange unauthorised repairs, returns or transport without our written confirmation, as this may affect our ability to assess the issue.

Keeping the original packaging can help us arrange safe collection or replacement. However, missing packaging does not automatically invalidate a valid defect claim.

7. Inspection and Resolution

Once we receive your request, we will review the information provided and may inspect the item before confirming the outcome.

Where a manufacturer’s defect or incorrect supply is confirmed, we will provide the appropriate remedy in accordance with applicable law and the circumstances of the claim. Exchange availability may depend on stock, production lead time and delivery arrangements.

If an identical replacement is unavailable, we will discuss suitable alternatives, repair options or any refund that is required by law or agreed by Leisure & Shade.

8. Refunds

Leisure & Shade does not provide refunds for change-of-mind purchases.

Where a refund is required by applicable law or approved by Leisure & Shade following inspection, it will be processed through the original payment method where possible. Processing times may vary depending on the payment provider, bank, Tabby, Tamara or card-payment provider.

We will not require customers to accept store credit where they are legally entitled to a monetary refund.

9. Furniture That Does Not Fit

Customers must check product dimensions, lift access, door widths, stairways, corridors and installation access before ordering.

If a correctly supplied standard item does not fit the customer’s space or cannot be delivered due to access restrictions not disclosed before delivery, it will be treated as a change-of-mind matter and will not be eligible for return, refund or exchange.

If Leisure & Shade supplied incorrect dimensions or failed to meet an agreed specification, the matter will be assessed under Section 3 of this policy.

10. Contact Us

For return, exchange, refund or warranty enquiries, please contact:

Leisure & Shade
Email: info@leisureandshade.com