Refund policy

Section 1

Store Purchases

Change of Mind — You Return It

Changed your mind? No problem. Bring the item back to any of our showrooms within 30 days of purchase, unused and in its original condition, and we'll give you a full refund for the product. No fuss, no quibble.

Change of Mind — We Collect It

Prefer us to collect? We can arrange that. A collection fee will apply, and our team will confirm the amount when you get in touch. The fee is deducted from your refund. Items must be unused and in their original condition.

Damaged or Faulty on Delivery

If your item arrives damaged or develops a fault, let us know straight away. Tell us within 30 days and it's your choice how we put it right:

All return and collection costs for faulty or damaged items are fully covered by us.

After 30 days you're still covered. For the first six months we'll repair or replace a faulty item, and if that doesn't put it right you can have a refund. Up to six years from purchase, five in Scotland, you may still have a claim if the item wasn't of satisfactory quality when you got it.

Section 2

Online Purchases

Your Legal Right to Cancel

When you buy online, by phone or by email, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You can cancel from the moment you place your order until 14 days after the day you receive it. If your order comes in more than one delivery, the 14 days run from the day the last item arrives. You don't need to give a reason.

To cancel, email info@xshowhome.com with your order number, or write to Xshowhome Limited, Buzzards Valley, Shirrall Drive, Drayton Bassett, Tamworth, B78 3EQ. There's a form at the bottom of this page if it's easier, but any clear statement that you want to cancel is fine.

Cancelled before delivery? We'll stop the order wherever it is and refund you in full, including the delivery charge. There's nothing for you to arrange and nothing for you to pay.

Cancelled after delivery? Send the item back to us within 14 days of telling us. See below for how that works.

Change of Mind — 30-Day Returns

If the item isn't right for your space, return it within 30 days of delivery for a full refund to your original payment method. That's longer than the 14 days the law gives you, and it applies in full.

The item must be:

• Unused and in its original condition
• → Email info@xshowhome.com before sending anything back

Keeping the original packaging makes returns easier and safer, so please hold onto it if you can. It isn't a condition of your refund.

Return shipping costs are at the buyer's expense. For large furniture pieces we'd recommend a specialist furniture courier, and we're happy to advise. We'll confirm the cost with you before anything is booked.

Ex-Display Items

Some of what we sell online is ex-display stock from our showrooms. Every ex-display product page says so clearly, lists the marks or wear we know about, and is priced to reflect them. Ex-display pieces are sold in the condition described.

Your right to cancel is unchanged. You can cancel an ex-display order for any reason up to 14 days after delivery, exactly as set out above. Because the piece has already been used for display, the "unused" condition in our 30-day goodwill returns window can't apply, so ex-display items follow the statutory 14 days rather than the 30.

Collection cost. If you cancel after delivery, we collect the item and the collection cost is deducted from your refund. The amount is shown on the product page before you order and confirmed in your order confirmation. Cancel before delivery and there's nothing to pay.

Not as described or faulty? Marks we told you about aren't faults. Anything we didn't tell you about is, and your rights under the Consumer Rights Act 2015 apply in full: free collection and your choice of refund, replacement or price reduction. Send us photos and we'll sort it.

Faulty or Damaged Items

If your order arrives damaged or develops a fault, we've got you completely covered. Contact us within 30 days and we'll arrange free collection from your address. You choose:

After 30 days you're still covered. For the first six months we'll repair or replace a faulty item, and if that doesn't put it right you can have a refund. Up to six years from purchase, five in Scotland, you may still have a claim if the item wasn't of satisfactory quality when you got it.

How to Start a Return

Click & Collect Orders

Prefer to collect? You're welcome to pick up from our Tamworth, Ludlow, or Cotswolds showroom. We'll let you know as soon as your order is ready. Click & Collect orders are online orders, so everything on this page applies, with the 14 days running from the day you collect.

Bespoke & Made-to-Order Items

Furniture made to your own specification, including bespoke sofa configurations and custom fabric choices, can't be cancelled or returned once we've placed the order with the maker. This is the made-to-consumer-specification exception in Regulation 28 of the Consumer Contracts Regulations 2013.

This doesn't apply to faulty or damaged items, which are always covered. We'll confirm your specification in writing before we order, and we'll tell you clearly at that point that your cancellation right ends. If you're unsure about anything, just ask.

Cancellation Form

You don't have to use this. Any clear statement that you want to cancel is enough. But if it's easier, copy this and email it to info@xshowhome.com.

Got a question about a return?

We're a family business, we sort things personally, no runaround.