Returns & refunds

Our additional 28-day returns policy

Return eligible items within 28 days of receipt for an exchange or refund. They must be complete, unused, in perfect condition and in their original packaging.

This voluntary policy excludes non-standard, customised, made-to-order and special-order products.

Online, phone & mail orders

For most consumer orders, you can cancel without giving a reason within 14 days after delivery. You then have a further 14 days to return the goods.

You may inspect goods as you would in a shop. Opening packaging does not, by itself, remove this right. A lawful deduction may apply for handling beyond what is necessary to inspect the goods.

A clear statement is enough to exercise a statutory cancellation; you do not need to wait for approval.

Bespoke, personalised & made-to-order items

Goods made to your specifications or clearly personalised are generally exempt from statutory change-of-mind cancellation. A standard product is not automatically exempt simply because it is ordered specially. Your rights concerning faulty, damaged or misdescribed goods still apply.

Made-to-order pieces can include furniture with chosen upholstery or finishes, bespoke cabinetry, installations, wallpaper or fabric orders. The legal exception depends on the product and its customisation.

Your own courier

For change-of-mind returns, you pay the direct return carriage where this was disclosed before purchase. We recommend a tracked service. Please keep your proof of posting.

Collection arranged by us

Email sales@pavilionbroadway.co.uk with “return collection” in the subject. Any agreed collection cost may be deducted from your refund.

Furniture & large items

Our in-house service charge for failed or returned furniture deliveries is £150. We will confirm whether it applies to your order.

For statutory cancellations, a return charge is limited to properly disclosed direct return costs. Necessary returns for goods that were supplied faulty or damaged are at our expense.

A statutory cancellation does not attract a cancellation or restocking fee.

Please tell us promptly, ideally within 48 hours of delivery. If you notice damage on arrival, let the delivery team know before signing where possible.

Reporting later, or signing for a delivery, does not remove your statutory rights.

Help us understand the issue

• Your order number
• A brief description of the problem
• Clear photographs, where possible

We will assess the issue and arrange the remedy you are entitled to, which may be a refund, repair or replacement. We cover the necessary return costs where the goods do not meet your statutory rights.

Start a return or replacement request

When to expect your refund

We normally process your refund within four working days of receiving the returned item, or sooner where a statutory deadline requires it. We will email you once your refund has been processed.

After we issue it, your bank may take 7–10 working days to show the refund in your account.

Statutory cancellation refunds

We reimburse without undue delay and within the statutory 14-day deadline. If you return the goods, this runs from receipt of the goods or proof of return, whichever is earlier. If we have offered to collect, it runs from your cancellation notification.

We use your original payment method unless you agree otherwise.

Original delivery charges

For a valid statutory cancellation of the whole order, we also refund standard outbound delivery. The extra cost of a premium delivery upgrade is excluded.

For returns made only under our additional 28-day policy, the original delivery charge is not refunded.

Can I start my return online?

Yes. Open our returns and replacements system and follow the instructions for your order. If you need help, email our team or call 01386 711 512 .

Do I have to use a returns form?

The form supplied with your delivery can help us identify your return. For statutory cancellation, you may instead send any clear statement telling us that you wish to cancel.

Can I return a Click & Collect order?

Click & Collect returns are handled at our showroom. Contact our team for help, and see our collection locations before travelling.

For Parcelforce deliveries, check your dispatch email for the tracking number. If you provided a mobile number, you can receive delivery updates by text. If your order has not arrived, contact us .