Returns & refunds

Before ordering, check the furniture measurements against your room, doorways and stairs. If a fit looks tight, send us the product name and your measurements. If you need to return an order, the options below depend on how you bought it and what went wrong.

Orders placed online, by phone or by WhatsApp

If you agreed your purchase entirely online, by phone or by WhatsApp, you can change your mind about most items. Tell us clearly within 14 days after delivery that you want to cancel. Email or WhatsApp gives you a record. You can cancel without giving a reason. You then have a further 14 days to send the goods back unless we arrange collection. Once the applicable cancellation period has expired, we do not accept change-of-mind returns. Your rights if something is wrong with the goods still apply.

Can I sit on the sofa before deciding?

Yes. Unpack it, sit on it briefly to check the comfort, and try the recliner if it has one. You can make the same checks you would in a showroom.

Please take reasonable care of the sofa. Daily household use goes beyond checking it for comfort. You can still cancel an eligible online order within the cooling-off period. If extra use leaves marks, stains or wear that reduce its value, we may deduct the actual loss in value from your refund if we gave you the required cancellation information before you ordered. If we make a deduction, we’ll explain how we worked it out.

If you’re returning the sofa because there’s a fault, see Faulty, damaged or different from your order.

Who pays to return a sofa?

Change of mind. If you arrange a return yourself, you pay the direct cost of transporting it back where we provided the required cost information before you ordered. For furniture too large to post, ask us for the return cost for your item and address before buying. To bring furniture back to our warehouse yourself, contact us for the address and handover arrangements.

Warehouse drop-off. We inspect the item when it comes back. For a statutory change-of-mind return, there is no automatic restocking fee. If handling beyond a showroom-style inspection has reduced the item’s value, we may deduct that actual loss where the required cancellation information was provided before purchase. We’ll explain any deduction in writing.

If DMG offers to collect the goods, we pay for that collection. We also cover necessary return costs for goods that are faulty, damaged on delivery or different from the description.

Pack the item securely for transport. Use the original packaging if you still have it.

Orders placed at our premises

If you bought your furniture in person at our premises, we do not offer a refund or exchange simply because you changed your mind, the colour no longer suits or you no longer need it. If you placed your order entirely at a distance, collecting it in person does not change how you ordered. Your rights if the furniture is faulty, damaged on delivery or different from its description still apply.

Faulty, damaged or different from your order?

Message us with a description and your order number or another proof of purchase. A photo can help us identify the problem. Keep large items in a safe place while we arrange the next step.

If a fault arises within 30 days of delivery, you can end the contract and request a full refund. After that, you can generally ask for a repair or replacement. A serious fault, or a repair or replacement that fails or cannot be provided in a reasonable time, can entitle you to a price reduction or refund. We cover the necessary return costs for faulty goods.

When will I get my refund?

For an online change-of-mind cancellation, we refund within 14 days of your cancellation notice. Unless we offered to collect, we may wait until the goods arrive back or you show proof of sending them, whichever happens first. The refund includes the standard outward delivery charge for a cancelled order. We use your original payment method unless you agree otherwise.