Purchase & Returns Policy

Last updated: 3 August 2026

At Hampton Row, we aim to provide a seamless and premium experience from purchase through to delivery.

Our collections include in-stock furniture available for swift delivery, as well as handcrafted, made-to-order and bespoke pieces produced specifically for each customer. Because different products are supplied in different ways, the cancellation and return terms applicable to your order will depend on whether the item is in stock, made to order, bespoke, personalised, clearance or ex-display.

Please read this policy carefully before placing your order, particularly when purchasing a made-to-order or bespoke item.

Nothing in this policy affects your statutory consumer rights.

1. In-Stock Indoor Furniture

Many of our indoor furniture collections, including selected sofas, chairs, dining furniture and occasional furniture, are held in stock and may be available for same-day or next-day delivery.

Any delivery timescale shown on a product page or provided by our team is subject to product availability, your delivery address and courier capacity.

Cancelling Before Dispatch

You may request to cancel an in-stock order at any point before it has been dispatched.

Please contact us as soon as possible. A cancellation is not confirmed until you receive written confirmation from Hampton Row.

Where an order has already been dispatched, the return terms below will apply.

2. Online Returns for In-Stock Items

Where an eligible in-stock item has been purchased online, by telephone or through another distance-selling method, you may cancel your order within 14 days of receiving it without providing a reason.

You must:

• notify Hampton Row that you wish to cancel within 14 days of delivery;

• return the item, or make it available for an agreed collection, within 14 days of notifying us;

• take reasonable care of the item while it is in your possession; and

• return it with its components, accessories and packaging wherever reasonably possible.

You may inspect an item in the same way that you reasonably could in a showroom. However, we may make an appropriate deduction from your refund where the item has been used, assembled unnecessarily, damaged, marked, stained or handled beyond what is reasonably required to inspect it.

This may include damage caused by pets, smoke, food, liquids, incorrect storage, improper assembly or unsuitable cleaning products.

3. Returning Large Furniture

Due to the size and nature of our products, many Hampton Row items cannot be returned through a standard postal service.

You may arrange the return yourself using a suitable insured furniture courier, or Hampton Row can arrange collection through our delivery network.

Where Hampton Row arranges a change-of-mind collection, the customer will be responsible for the collection cost. The charge will depend on the item, collection location and delivery requirements and will be confirmed before collection is arranged.

The collection cost may be deducted from the refund.

Hampton Row will cover reasonable return or collection costs where an item is confirmed to be faulty, damaged on delivery or not as described.

4. Purchases Made in Person

Unless otherwise agreed in writing, items purchased in person from a showroom, warehouse, event or other Hampton Row sales location cannot be returned simply because you have changed your mind.

This does not affect your rights where an item is faulty, damaged, misdescribed or otherwise does not meet the standards required by law.

5. Made-to-Order and Bespoke Items

Made-to-order and bespoke items are produced, manufactured, altered or ordered specifically for an individual customer.

These may include:

• made-to-order pergolas;

• pergolas produced in a selected size, finish or configuration;

• custom or made-to-order sofas;

• furniture produced in a selected fabric, colour, finish or size;

• non-standard dimensions or configurations;

• personalised products;

• products altered at the customer’s request; and

• any item identified as made to order or bespoke before purchase.

Important: Bespoke Orders Are Not Cancellable

Where an item is manufactured, personalised or altered specifically to your requirements, the order cannot be cancelled or returned because you have changed your mind.

Once Hampton Row has accepted a made-to-order or bespoke order, the item cannot normally be cancelled, amended or refunded.

This applies even where:

• manufacturing has not yet been completed;

• the item has not yet been delivered;

• the customer changes their mind about the size, colour, fabric, finish or configuration;

• the customer’s circumstances change;

• access to the property is later found to be unsuitable; or

• an estimated production or delivery timescale changes.

Customers should therefore check all product details, measurements, colours, finishes, access requirements and order information carefully before approving and paying for a bespoke order.

Hampton Row may, entirely at its discretion, consider a written cancellation or amendment request if manufacturing, supplier ordering and material allocation have not begun. Hampton Row is not obliged to accept such a request, and no cancellation or amendment will be valid unless confirmed by us in writing.

Where a discretionary cancellation is accepted, Hampton Row may retain or deduct reasonable costs already incurred, including supplier charges, design work, administration, materials, transport arrangements and manufacturing costs.

This section does not affect any cancellation or remedy that Hampton Row is legally required to provide.

6. Made-to-Order Lead Times and Delays

Every Hampton Row made-to-order piece is produced with care using selected materials, specialist suppliers and, where applicable, skilled manufacturing and hand-finishing processes.

Any production or delivery lead time provided for a made-to-order or bespoke item is an estimate unless Hampton Row has expressly confirmed in writing that a specific date is guaranteed and forms an essential term of the order.

Estimated timescales may change because of circumstances including:

• material, fabric or component availability;

• manufacturing schedules;

• supplier delays;

• shipping or customs disruption;

• adverse weather;

• installation requirements;

• quality-control checks;

• product remanufacture or finishing;

• courier capacity; or

• events outside Hampton Row’s reasonable control.

A change to an estimated production or delivery date does not, by itself, entitle the customer to cancel a made-to-order or bespoke order.

Where a delay occurs, Hampton Row will:

• make reasonable efforts to obtain accurate information from the relevant manufacturer or supplier;

• keep the customer updated when meaningful information becomes available;

• provide a revised estimated timescale where possible; and

• continue working to complete and deliver the order as soon as reasonably practicable.

We understand that delays can be frustrating. However, bespoke manufacturing does not always follow an exact timetable, and additional time may occasionally be required to ensure that the completed item meets the required specification and quality standards.

Nothing in this section limits any rights that a customer may have where Hampton Row fails to deliver within a legally required or expressly agreed essential timeframe.

7. Pergola Orders and Installation

Customers purchasing a pergola are responsible for checking that:

• the chosen size is suitable for the intended location;

• the installation area is level, stable and accessible;

• any required permissions or approvals have been obtained;

• adequate access is available for delivery and installation;

• the site is clear and ready before the agreed installation date; and

• all measurements and specifications supplied to Hampton Row are accurate.

Unless Hampton Row has expressly agreed in writing to undertake a site survey or confirm measurements, Hampton Row is not responsible for inaccurate customer-supplied measurements or unsuitable installation conditions.

Additional charges may apply where an installation cannot proceed because the site is inaccessible, unsafe, incomplete, unsuitable or materially different from the information provided when the order was placed.

Any additional work or charges will be discussed with the customer before that work is undertaken.

8. Clearance, Sale and Ex-Display Items

Clearance, sale and ex-display items may have been reduced because they are discontinued, end-of-line, previously displayed, unboxed or have minor cosmetic imperfections.

Any known material marks, damage, missing packaging or defects will be described or shown to the customer before purchase wherever reasonably possible.

In-Person Clearance Purchases

Clearance, sale and ex-display items purchased in person are final sale and cannot be returned because the customer has changed their mind.

A customer cannot make a claim based solely on a mark, defect or characteristic that was clearly disclosed and accepted before purchase.

However, this does not affect the customer’s rights where:

• the item has an additional fault that was not disclosed;

• the item is not as described;

• the item is unsafe;

• the item is not of satisfactory quality when its age, price, description and disclosed condition are taken into account; or

• another statutory remedy applies.

Online Clearance Purchases

Eligible clearance, sale and ex-display items purchased online remain subject to applicable distance-selling cancellation rights unless the item is made to the customer’s specification, personalised or otherwise legally excluded from cancellation.

Customers purchasing clearance or ex-display items online should review all product photographs and condition information before ordering.

Sale goods have the same statutory protection as goods purchased at full price.

9. The Hampton Row Comfort Promise

Selected indoor sofas, including selected Snug models, may be sold with our 14-day Comfort Promise.

Where the Comfort Promise is expressly shown on the product page or confirmed in your order confirmation, you may contact us within 14 days of delivery if you do not find the sofa comfortable.

The sofa must be:

• in clean and resalable condition;

• free from stains, marks, damage and odours;

• free from pet hair or pet damage;

• used only for normal domestic trial purposes; and

• complete with all cushions, components and accessories.

The Comfort Promise does not apply to bespoke sofas, custom fabrics, altered specifications, clearance products or ex-display items unless confirmed otherwise in writing.

Where the Comfort Promise is accepted, we will arrange collection and refund the eligible product price after the sofa has been returned and inspected.

The Comfort Promise is offered in addition to your statutory rights.

10. Delivery Inspection, Damage and Missing Items

Please inspect your order as soon as reasonably possible after delivery.

Where visible damage is identified during delivery, please:

• notify the delivery team immediately;

• ensure the damage is recorded on the delivery documentation; and

• take clear photographs before the delivery team leaves wherever possible.

Please report delivery damage, missing items or other concerns to Hampton Row within 48 hours of delivery. This allows us to investigate promptly with the courier, manufacturer or supplier.

Your report should include:

• your name;

• order number;

• a description of the issue;

• photographs of the complete item;

• close-up photographs of the damage or fault;

• photographs of the packaging; and

• any relevant delivery information.

The 48-hour reporting request helps us investigate delivery-related claims and does not remove your statutory rights where a fault or problem is discovered later.

Customers should not dispose of packaging or attempt repairs before Hampton Row has reviewed the issue, unless retaining the packaging would be unsafe or unreasonable.

11. Faulty or Misdescribed Products

All Hampton Row products must be as described, fit for their intended purpose and of satisfactory quality, taking account of their description, price and any condition information provided before purchase.

Where a product is confirmed to be faulty, damaged, misdescribed or otherwise not compliant with your statutory rights, Hampton Row will provide an appropriate remedy.

Depending on the circumstances, this may include:

• repair;

• replacement;

• replacement components;

• a price reduction; or

• a full or partial refund.

The appropriate remedy will depend on factors including when the issue was reported, the nature of the fault, whether a repair or replacement is possible and the customer’s applicable statutory rights.

Natural variations in grain, texture, shade, pattern, stone, timber, fabric or other materials are not normally faults where they are an inherent characteristic of the product.

12. Failed Deliveries and Collections

Customers are responsible for ensuring that:

• the delivery address is correct;

• someone is available to accept delivery;

• suitable access is available;

• entrances, hallways, stairways and lifts are large enough for the item;

• parking or access restrictions have been disclosed; and

• the delivery area is safe and clear.

Where delivery or collection cannot be completed because of inaccurate information, restricted access, customer absence or an unsuitable site, a further delivery or collection charge may apply.

Made-to-order and bespoke items will not become cancellable because a customer has failed to check access or suitability.

13. Refunds

Where a refund is approved, it will normally be made using the original payment method unless an alternative is expressly agreed.

For eligible online change-of-mind cancellations, Hampton Row will refund:

• the eligible product price; and

• the cost of the least expensive standard delivery option offered at the time of purchase, where required.

Enhanced, timed, premium, installation or other additional delivery services are not refundable beyond the amount of the standard delivery charge, unless the service itself was not properly provided.

Hampton Row may withhold a refund until the goods have been received back or the customer has provided satisfactory evidence that they have returned them.

Refunds will be issued within 14 days of Hampton Row receiving the returned goods or receiving satisfactory evidence that they have been returned, whichever occurs first where legally applicable.

Banks and payment providers may take additional time to show the refund in the customer’s account.

Any agreed collection charge, diminished-value deduction or other permitted amount will be clearly explained and deducted from the refund.

14. Store Credit

Where appropriate, customers may choose store credit instead of a monetary refund.

Unless otherwise stated when issued, store credit:

• is valid for 12 months from the date of issue;

• cannot be exchanged for cash;

• must be used before its expiry date; and

• may be subject to any conditions stated when it is provided.

Accepting store credit instead of another agreed remedy is optional unless store credit forms part of a separate goodwill arrangement that the customer has chosen to accept.

15. Christmas and New Year Returns

Eligible in-stock items ordered between 1 December and 5 January may benefit from an extended 28-day change-of-mind return period.

This seasonal extension applies only to eligible in-stock products and does not apply to:

• made-to-order products;

• bespoke or personalised products;

• custom fabrics, colours, dimensions or configurations;

• pergolas produced specifically for an order;

• clearance or ex-display items purchased in person; or

• items that have been used or damaged.

Any Christmas return must otherwise comply with the conditions in this policy.

16. How to Request a Cancellation or Return

To request a cancellation, return or report a problem, contact:

Email: customerexperience@hamptonrow.store
Telephone: 0161 399 4029

Please include your order number and sufficient information for us to identify the order.

You may use the following cancellation wording for an eligible distance-sale order:

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Customer name:

Order number:

Goods ordered:

Date ordered:

Date received:

Customer address:

Date of cancellation:

You do not have to use this wording. Any clear statement confirming your decision to cancel will be accepted where a right to cancel applies.

17. Business Information

Hampton Row is operated by:

Hampton Row Ltd
11 The Grove
Knutsford
WA16 8XP
United Kingdom

Company number: 16566056
Email: customerexperience@hamptonrow.store
Telephone: 0161 399 4029

18. Your Statutory Rights

This policy is intended to explain Hampton Row’s purchase, cancellation, delivery and return arrangements.

It does not exclude, restrict or replace any rights or remedies provided to consumers under applicable UK law.