This policy explains how we sell, deliver and handle returns for ex-display items: products that have been on show in our showroom. It applies whether you buy online, in store, or by phone or email. It sits alongside our standard Delivery & Returns Information. Where they differ, this policy applies to ex-display items. Nothing in this policy affects your statutory rights.

What "ex-display" means

Ex-display items have been used for display in our showroom. Customers may have seen, touched or sat on them, so they may show light signs of handling, such as minor marks, scuffs or fabric wear. Each item is one of a kind, and the price reflects its display use.

How we describe condition

Every ex-display listing includes photos of the actual item you will receive, not stock images. Any marks or imperfections we know about are listed in the product description. Please read it carefully before you buy. Because we have told you about these marks, we cannot accept them as a reason for a faulty-goods claim. If you would like extra photos or more detail, please contact us before ordering.

Buying and reserving

Ex-display items are sold on a first come, first served basis. We cannot reserve or hold an item. It is secured only once full payment has been made, whether online, in store or by phone. If an item sells in store before your online order is processed, we will let you know and give you a full refund.

Delivery times

Please allow 5 to 10 working days for delivery. This gives us time to take the item off display, check and clean it, take it apart if needed, and protectively wrap it. We will contact you to arrange a delivery date. If we cannot deliver within 30 days of your order, you may cancel for a full refund.

How your item is delivered

• Larger items and furniture are delivered by our own two-person team, who will place the item in your room of choice. Please make sure there is clear access, and measure doorways, stairs and hallways before ordering. If an item cannot be delivered safely because of access, a return delivery charge may apply.
• Smaller items may be sent by our courier partner and delivered to your door.

Ex-display items usually arrive protectively wrapped rather than in their original manufacturer's packaging. Delivery charges are shown at checkout.

Checking your item on delivery

Please check your item when it arrives. If you notice any damage from delivery, or marks that were not described in the listing, please tell us within 48 hours with photos. Contacting us quickly helps us resolve things faster. Please note this does not limit your statutory rights. If you find a problem later, contact us and we will help.

Changing your mind (online, phone and email orders)

If you bought an ex-display item online, by phone or by email, you have the right to cancel within 14 days of receiving it, without giving a reason. To cancel, contact us within that period. We will refund the price of the item and the standard delivery charge within 14 days of receiving the item back.

Items must be returned in the condition they were delivered, with no further wear or damage beyond what is needed to inspect them.

There is no collection charge unless you choose to return your item. If you cancel, you are responsible for the cost of returning it. We will arrange collection for a fee based on the size of the item, and we will confirm the amount with you before collection is booked. The collection fee will never be more than 50% of the price you paid for the item. This fee will be deducted from your refund.

In-store purchases

If you bought an ex-display item in person at our showroom, you had the chance to inspect it before buying, so we cannot offer refunds or exchanges for a change of mind. Your statutory rights for faults not described at the time of sale are not affected.

Faulty items

If your item develops a fault that was not described at the time of sale, you are protected under the Consumer Rights Act 2015. Please contact us and we will arrange a repair, replacement or refund as appropriate.

Warranty

Ex-display items are covered by the manufacturer's warranty. Please contact us for details of the warranty on your item. This is in addition to your statutory rights.

Contact us

If you have any questions about an ex-display item or your delivery, please email customerservice@homestoreliving.co.uk. A member of our team will get back to you to answer your query.