Please check that your item is eligible for return before submitting a request.

Returned items must be:

• unused,

• complete,

• in original condition,

• in original packaging where possible,

• with labels, tags, protective films or coverings intact where applicable,

• and safely packaged for return transit.

Customers are responsible for any loss in value where an item is returned damaged, used, incomplete, marked or not in resaleable condition.

Some items cannot be returned unless faulty. Please see the “Items We Cannot Accept for Change-of-Mind Returns” section below.

Many Berry & Grouse™ products are handmade, made to order or produced using customer-selected fabrics, sizes, shapes, fittings or specifications.

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Bespoke, personalised, custom-made and made-to-measure items are usually non-returnable unless faulty.

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This includes items made to a customer’s chosen:

• size,

• fabric,

• fitting,

• shape,

• lining,

• measurement,

• supplied fabric,

• or other custom specification.

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If you are unsure whether your order is returnable, please contact us before placing your order.

Returned items must be packaged carefully.

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Where possible, please reuse the original packaging.

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For fragile items such as lampshades and waste paper bins, additional protective packaging may be required.

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Please clearly mark the outside of the parcel with:

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RETURN ITEM FROM [Customer Name / Order Number]

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This helps us identify your parcel when it arrives and record its condition correctly.

We are very sorry if your order has arrived damaged or faulty.

Please contact us as soon as possible, ideally within 24 hours of delivery, and complete the Delivered Damaged Goods Form.

To process your request, we may need clear photographic evidence.

Please provide photographs of:

• all sides of the outer packaging,

• the shipping label,

• the internal packaging,

• protective materials,

• the item inside the box,

• the item removed from the box,

• and the damage from multiple angles.

Please keep:

• the damaged item,

• the original box,

• packaging,

• labels,

• inserts,

• and protective materials

until we confirm the next steps.

This evidence is often required by couriers and insurers. If clear evidence is not provided within a reasonable timeframe, it may affect our ability to investigate the issue, process a claim or provide a resolution.

Please do not refuse delivery without contacting Berry & Grouse™ first.

Unauthorised refused deliveries may result in:

• return shipping charges,

• courier penalties,

• administrative fees,

• failed delivery fees,

• handling costs,

• supplier charges,

• storage costs,

• and additional return transit expenses.

These costs may be deducted from any refund due and may substantially reduce or completely eliminate any refund.

This applies to all orders, including standard products, handmade items, made-to-order goods, bespoke items, supplier-fulfilled products, oversized items and non-returnable products.

Where a refused delivery relates to a bespoke, personalised, made-to-order, supplier-fulfilled, specially ordered or otherwise non-returnable item, the customer may remain liable for the full order value unless the item is faulty or Berry & Grouse™ agrees otherwise in writing.

If you received a Berry & Grouse™ item as a gift, the return or exchange must usually be requested by the original purchaser.

Refunds can only be processed back to the original payment method used at purchase.

We are unable to refund gift recipients directly unless agreed otherwise in writing.

For eligible non-bespoke online orders, you generally have 14 days from delivery to notify us that you would like to return your item.

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Once your return request has been accepted, the item should be returned within the relevant return period.

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Buyers are responsible for return postage costs unless the item is confirmed as faulty or damaged on arrival.

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Original delivery charges are non-refundable unless required by law or unless the item is faulty.

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Refunds are processed back to the original payment method. We are unable to refund to a different card, account or payment method.

Some cushion inserts and filled products are handmade to order, specially ordered or fulfilled by a third-party supplier specifically for your order.

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Although some inserts are available in standard sizes, they may still be made or fulfilled only after your order has been placed.

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Due to hygiene, compression, storage and made-to-order fulfilment considerations, certain cushion inserts and filled products may be non-returnable unless faulty.

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Please check the relevant product listing before ordering.

If you arrange your own return shipping, you are responsible for the item until it has been safely received and inspected by Berry & Grouse™.

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We strongly recommend using a tracked and insured delivery service.

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For fragile items, please check that your chosen courier covers the item you are returning. Many couriers exclude lampshades, fragile home décor, structured items or similar products from compensation cover unless additional protection is purchased.

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Please retain:

• proof of postage,

• tracking information,

• courier receipts,

• packaging photographs,

• and any courier documentation

until your return has been received and processed.

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Items lost or damaged during buyer-arranged return transit will not be treated as safely returned.

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If your return is damaged in transit, you will need to pursue any claim directly with your chosen courier, insurer, payment provider or relevant third party.

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Berry & Grouse™ may provide reasonable evidence to assist with your claim, such as photographs of the returned parcel or confirmation of condition on arrival.

Once we receive your form and photographs, we will review the information and contact you.

Depending on the circumstances, we may:

• arrange a replacement,

• issue a refund,

• request further photographs,

• ask you to keep the packaging,

• arrange a return,

• or confirm that the damaged item does not need to be returned.

If the item does not need to be returned, we will confirm this in writing.

If the item does need to be returned, we will provide instructions.

Purchases made in person at shows, fairs, markets or events may be treated differently from online orders.

Where goods are purchased in person, customers have the opportunity to inspect the item before buying.

Unless faulty or otherwise agreed in writing, change-of-mind returns may not be accepted for in-person purchases.

If you purchased an item at a show or event and need to contact us, please provide:

• the event name,

• date of purchase,

• proof of purchase,

• transaction number if available,

• and product details.

Seconds, sale, ex-display or clearly marked reduced items may not be returnable where the condition or fault was made clear before purchase.

Once your return has been received, we will inspect the item and contact you.

Please allow time for:

• delivery back to us,

• parcel inspection,

• condition checks,

• payment provider processing,

• and any exchange arrangements.

Refunds can take time to appear on your statement depending on your bank, card issuer or payment provider.

If you have sent a return and have not received confirmation from us after 10 days, please contact us with your tracking details.

Because of the nature of our products, we cannot usually accept change-of-mind returns for:

• bespoke items,

• personalised products,

• made-to-measure items,

• custom-made goods,

• cut lengths of fabric,

• gift vouchers,

• handmade-to-order fulfilment items,

• supplier-fulfilled made-to-order items,

• seconds or ex-display items where the fault or condition was clearly described,

• hygiene-sensitive items once opened,

• bedding, throws, scatter cushions, cushion inserts or dog beds once opened, used or removed from original packaging,

• certain cushion inserts or filled products made or fulfilled specifically for an order.

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This does not affect your statutory rights if an item is faulty, damaged on arrival or not as described.

To request a return, please complete the Request to Return/Exchange Form.

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You will need to provide:

• your name,

• email address,

• phone number,

• order number,

• product details,

• reason for return,

• whether you are requesting a refund or exchange.

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Once we receive your request, we will review it and contact you with the next steps.

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Please do not send your item back until your return has been confirmed.

If you would like to exchange an eligible item, please complete the Request to Return/Exchange Form.

Exchange items will only be dispatched once the original item has been:

• returned,

• received,

• inspected,

• and accepted in original, unused and undamaged condition.

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Additional charges may apply where:

• the replacement item costs more,

• the replacement item is larger,

• additional postage is required,

• the delivery category changes,

• the order falls below a free delivery threshold,

• or specialist packaging is required.

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If the replacement item costs less than the returned item, we will refund any applicable difference to the original payment method after any delivery adjustments, deductions or charges have been calculated.

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If the replacement item costs more, the difference must be paid before the replacement item is dispatched

In some circumstances, Berry & Grouse™ may agree to arrange a return courier.

If we arrange a return, you may need to provide:

• parcel dimensions,

• parcel weight,

• packaging confirmation,

• photographs of the packaged parcel,

• and collection availability.

If a drop-off service is used, Berry & Grouse™ is not responsible for unavailable, closed or full drop-off locations.

If a courier collection is arranged:

• collection dates and times are subject to courier availability,

• parcels must not be left unattended,

• you should personally hand the parcel to the courier where possible,

• and you must obtain and keep proof of collection.

Berry & Grouse™ is not responsible for unattended parcels, failed collections, parcels stolen before collection, parcels left outside or parcels lost before being physically accepted by the courier.

If you purchased your item from a stockist, shop, gallery, event seller or third-party retailer, please contact the original place of purchase directly.

The stockist’s own returns, exchange and refund policy will apply.

Berry & Grouse™ cannot process returns, refunds or exchanges for items purchased from independent stockists or third-party sellers.

Please check delivery updates and parcel condition promptly after dispatch.

If you believe your parcel is delayed, missing, incorrectly tracked or damaged, please contact us as soon as possible.

Courier tracking and claim windows are time-sensitive. Delayed reporting may affect our ability to investigate, obtain courier evidence or submit a claim.

Historic delivery claims may not be possible to investigate where tracking data, courier records or claim windows are no longer available.