Refund policy
Applies to purchases made via: https://mychildsroom.co.uk
1. Overview
1.1 At MyChildsRoom, many of our furniture and décor items are made to order, hand-finished, or customised based on the customer’s chosen specifications, including (but not limited to) fabric, colour, finish, size, design options, or configuration.
1.2 Because these items are produced specifically for each customer, they are excluded from the automatic 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1.3 However, in exceptional circumstances, we may, at our discretion, accept a buyer’s remorse / change-of-mind return, subject to the strict conditions set out below.
1.4 This policy does not affect your statutory rights regarding faulty, damaged or misdescribed goods, which are handled separately under our Faulty & Damaged Items Policy.
2. Eligibility for Change-of-Mind Returns
2.1 Requests for a return or cancellation due to change of mind must be made in writing via email to mychildsroom@outlook.com within 7 calendar days of receiving the item.
2.2 Returns will not be accepted unless: a written authorisation has been granted by MyChildsRoom before the item is sent back; the item remains unused, unassembled, and in its original packaging; and the item has been inspected by us upon return and confirmed to be in perfect, resalable condition.
2.3 Requests made after 7 days, or items showing evidence of assembly, use, or modification, will be refused.
3. Restocking Fee and Refund Calculation
3.1 As all made-to-order items are produced specifically for each customer, any authorised change-of-mind return will be subject to a restocking and administration fee of 50% of the item’s original purchase price.
3.2 This restocking fee covers: material and manufacturing costs already incurred; handling and quality inspection costs; warehouse and administrative processing; and diminished resale value of made-to-order or partially customised goods.
3.3 Where the item was purchased as part of a multi-item order, the 50% restocking fee will apply only to the item(s) returned, not to the entire order value (unless all items are returned).
3.4 Delivery or shipping charges originally paid by the customer (including upgraded or express services) are non-refundable.
3.5 If a refund is approved, it will be processed using the same payment method used at checkout, within 14 working days of receiving and inspecting the returned goods.
4. Responsibility for Return Shipping
4.1 For all change-of-mind returns, the customer is fully responsible for the cost, arrangement, and safe return of the goods.
4.2 Returns must be sent using a reliable, fully insured, trackable courier service. Proof of postage and insurance must be retained until MyChildsRoom confirms receipt.
4.3 Any loss, damage, or deterioration in transit remains the customer’s responsibility, and deductions or refusals may apply if goods are not received in perfect condition.
5. Optional Collection Service
5.1 If you prefer, MyChildsRoom can arrange for collection of the item(s) from your delivery address.
5.2 The collection fee will be quoted based on: the size, weight, and nature of the item; your location and access restrictions; and carrier or courier service availability.
5.3 Typical collection fees range from £60 to £150 per item, depending on size and distance.
5.4 Collection fees are deducted from the final refund.
5.5 For large or multi-item collections, we may require that the goods be dismantled and safely packaged prior to pickup. Failure to do so may result in additional handling or re-collection charges.
6. Packaging and Condition of Returned Items
6.1 All goods must be returned in their original packaging; in unused, unassembled condition; with all fittings, screws, bolts, tools, and documentation included.
6.2 We recommend photographing the item and packaging before shipping to prove condition in case of transit disputes.
6.3 If returned goods arrive damaged, incomplete, or not in resalable condition, we reserve the right to refuse refund entirely or deduct a reasonable sum to reflect repair or diminished resale value.
7. Non-Returnable Items
The following items are strictly non-returnable unless faulty or misdescribed: items made to your specific measurements, colour, fabric, finish, or configuration; personalised or bespoke items (including engraved or embroidered products); mattresses, mattress toppers, bedding, and upholstered furniture once unsealed or used; clearance, end-of-line, or sale items where the non-returnable status was clearly indicated at the time of purchase; and flat-packed furniture that has been assembled or partially assembled.
8. Inspection and Processing Time
8.1 Once your return has been received, our team will inspect it within 7 working days.
8.2 You will receive written confirmation of acceptance, any applicable deductions, and the final refund amount.
8.3 Approved refunds will be processed within 14 working days of the inspection outcome.
9. Rejected Returns
9.1 If your return is refused (for example, due to late notice, use, assembly, or damage), the item will remain your property.
9.2 You may request return shipping of the rejected item back to you at your own cost. If uncollected or unpaid after 30 days, we reserve the right to dispose of or recycle the item.
10. Our Rights and Liabilities
10.1 Nothing in this policy affects your statutory rights regarding goods that are faulty, damaged, or not as described.
10.2 We shall not be liable for any indirect, consequential, or incidental loss resulting from the purchase, delay, or return of goods, beyond the refund or replacement value of the items concerned.
10.3 We reserve the right to amend or update this policy at any time without prior notice. The version available on our website at the time of purchase will apply.
11. Contact Details
MyChildsRoom
Email: mychildsroom@outlook.com
Telephone: 0113 418 0252
Hours: Monday – Friday, 9 am – 5 pm
Website: https://mychildsroom.co.uk
12. Summary of Your Key Responsibilities
- Notify MyChildsRoom of any remorse-return request within 2 days of delivery.
- Await written authorisation before returning any goods.
- Return goods at your own expense (unless we arrange collection for a quoted fee).
- Ensure the goods are unused, unassembled, and securely packaged.
- Accept a 50% restocking fee on all discretionary returns.
- Understand that bespoke or customised goods are normally non-returnable.
13. Legal Compliance Note
Under the Consumer Contracts Regulations 2013, bespoke and made-to-order goods are exempt from the right to cancel. This means MyChildsRoom is not obliged to offer any refund where the product has been custom made, except where the item is defective, damaged, or not as described. This policy voluntarily allows discretionary returns under controlled, cost-recovery terms for fairness and customer goodwill.
