Returns Information

How to start a return

To return an item, please email info@montereydesign.co.uk with your order number so we can assist.

You are also welcome to arrange your own return if you prefer. As long as items reach us pristine, we can refund in full without any collection costs.

Condition and packaging requirements

Any item must be returned unused and complete with its original packaging and box, so please keep all boxes and packaging until you have inspected the goods and are happy with them. We reserve the right to refuse a return if there is not sufficient packaging to provide a safe return of the goods.

If an item is not packaged suitably for courier collection, we may only offer a partial refund where we find it was not sufficiently protected for transit back to us.

Goods are photographed on arrival back with us. If they are not returned as new and unused and repackaged carefully, a repackaging fee of £45 is applied on top of the returns charges below.

Collection charges for returns booked by us

We can book DPD to collect smaller items once they are boxed as new, with the internal protective packaging used to prevent scuffs or marks in transit. The driver will bring labels. Charges are deducted from your refund:

  • DPD, 1 to 3 boxes (dining chairs, lights, stools): £35
  • DPD, 3 to 8 boxes: £65
  • Larger goods by pallet or van (within normal postcodes): £145

For larger goods collected by pallet or van, if there was a charge on your original delivery for van or kerbside service, we have to apply a similar collection surcharge.

Inspection timeframes

You or your representative must open and check goods within 7 days of the delivery date. We will not be able to refund or replace an item we are notified about more than 14 days after purchase. If an item is delivered and stored to be opened later, we cannot refund where it has not been inspected within that timeframe, so please check goods on arrival or shortly after. If you are away, please arrange for someone to check the item on your behalf.

Van delivered and installed items

We strongly recommend you inspect items at delivery when using our van service. If anything is unsatisfactory, ask the delivery team to take the items away at that time and refuse the delivery.

Once items are signed for, we do not accept returns on van delivered and installed items where we are notified of marks or minor issues at a later date. It is your responsibility, or your representative's, to inspect the goods thoroughly at delivery and installation before signing.

Office chair returns

The gas lift pole needs to be removed. If it has been attached and the chair assembled, it must be taken off again for repackaging and transit. If the gas lift is returned damaged, we deduct the cost of the replacement part at £35. The leather parts must be protected against scuffs or damage in transit, so please retain all packaging until you are satisfied with the item.

Items not eligible for a refund

  • Products received over 30 days ago and signed for.
  • Products without their original box and internal protective packaging: partial refund of 50%.
  • Products assembled and installed at delivery, where you or your representative had the opportunity to inspect them and signed for receipt with the delivery company.
  • Products that have been used other than to open and inspect them.

How refunds are processed

Refunds are processed once the items are received back at our warehouse and inspected. This may take up to 7 working days. Once a refund is actioned at our end you will receive an automated confirmation email, then please allow a few working days for the funds to travel back through the banking system.

Refunds can only be made to the same card or payment method used for the original purchase.

Exchanges

If you wish to change the size or colour of an item, a new delivery cost and a returns, repackaging and restocking cost will be applied, and the returning item must be as new and unused as set out above. Once the returning item is back at our warehouse, we can send out the exchange item.

Damaged or defective products

Every effort is made to ensure the products you order arrive undamaged and without defect. If your furniture arrives damaged or faulty, please photograph both the item and the box from different angles and distances, using a ruler or pen as a size guide, and email us within 7 days of receipt.

Please open and check your order within a reasonable time, usually 7 days from receipt, and tell us about any transit damage immediately. All items and parts must be checked for damage before assembly.

Warranty

All of our products are covered by a one year manufacturer's warranty. If your item develops a manufacturing fault within 12 months of purchase, we will be happy to repair it, or replace it if deemed necessary. The warranty does not cover buttons on chairs, as these may catch and it is not a manufacturing defect. It also excludes faults caused by accident, neglect or misuse.

Colour and leather batches

We recommend ordering fabric or leather samples in advance. There can be minor differences in colour from a swatch due to production timeframes and fabric batches. Our factories use different leather batches every few months, so if you need two items to match, we recommend ordering both from the same production batch.

ion batch.