Returns & Refunds Policy
Last updated: 20 August 2026
This policy explains cancellation and return rights for furniture bought from Retro Cactus Furniture. Nothing in it limits a consumer’s statutory rights.
1. CHANGE-OF-MIND CANCELLATION FOR ONLINE, TELEPHONE AND OTHER DISTANCE SALES
If you are a consumer and the contract was concluded entirely at a distance—for example through our website, by telephone, email or WhatsApp—you will normally have 14 days after the day the furniture comes into your physical possession to tell us that you wish to cancel, without giving a reason.
If one order is delivered in separate lots or on different days, the period normally runs from the day after you receive the final lot or item.
To cancel, send us a clear statement by email or WhatsApp. You may use the model cancellation form at the end of this policy, but you do not have to.
Email: retrocactusfurniture@gmail.com
Telephone/WhatsApp: 0796 298 3123
Please include your name, order details, the item and the date it was received. Your cancellation is effective if it is sent before the 14-day period ends.
2. RETURNING A CANCELLED ORDER
After telling us that you wish to cancel, you must return or hand back the furniture without undue delay and no later than 14 days after the day you notified us.
The return address is:
Retro Cactus Furniture
Unit 8, Markham Vale Environment Centre
Markham Lane
Markham Vale
Chesterfield
Derbyshire
S44 5HY
United Kingdom
Please contact us before sending furniture so that access and safe receipt can be arranged. This request does not prevent you exercising a statutory cancellation right by sending a clear cancellation statement.
Unless the item is faulty, not as described or we have agreed otherwise, you are responsible for arranging and paying the direct cost of returning it. Because furniture cannot usually be returned by normal post, we recommend using a suitable furniture carrier with goods-in-transit insurance.
You may ask us to quote for collecting the furniture. If you accept our quotation, the agreed collection charge may be deducted from the refund.
The furniture must be protected adequately for return. You are responsible for it while it is with a carrier appointed by you.
3. CONDITION OF CHANGE-OF-MIND RETURNS
You may inspect the furniture in the same way that would reasonably be allowed in a shop. We may reduce the refund, up to the contract price, if handling beyond what is necessary to establish the furniture’s nature, characteristics and functioning has reduced its value.
Examples may include damage, staining, alteration, refinishing, avoidable scratches, missing parts or use beyond reasonable inspection. Any deduction will be based on the actual reduction in value, not used as a penalty.
4. REFUNDS FOLLOWING A CHANGE-OF-MIND CANCELLATION
We will refund:
• the price paid for the returned item; and
• the cost of our least expensive standard delivery option, where a delivery charge was paid.
We do not have to refund the additional cost of an enhanced or more expensive delivery option chosen by the customer.
We may withhold the refund until we receive the furniture back or, if earlier, until you provide evidence that it has been sent back.
The refund will be made without undue delay and no later than 14 days after the relevant date required by law. We will normally use the original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to show the credit after we have issued it.
5. PERSONALISED OR CUSTOMER-SPECIFIED FURNITURE
The statutory change-of-mind right does not apply to goods made to the consumer’s specifications or clearly personalised. This may include vintage furniture refinished to a genuinely individual colour, finish or specification selected by the customer.
We will tell the customer before the contract is made where we consider this exception to apply. It does not affect rights where the item is faulty, not as described or the agreed refinishing service was not carried out with reasonable care and skill.
6. PURCHASES MADE IN PERSON
There is no automatic statutory right to return an item bought in person merely because the customer changes their mind. Any goodwill return will be considered case by case and must be agreed in writing.
This does not affect legal rights if the furniture is faulty, not as described or unfit for a purpose made known to us.
7. FAULTY, DAMAGED OR MISDESCRIBED FURNITURE
Consumer rights apply to second-hand and vintage furniture as well as new goods. Furniture must be of satisfactory quality taking account of its age, price, description, disclosed condition and other relevant circumstances; it must match its description and be fit for any particular purpose made known to us and accepted by us.
A feature, mark or defect that was accurately disclosed before purchase will not normally make the item faulty merely because it is present.
If you believe an item is faulty, damaged in transit or not as described, contact us promptly with the order details and clear photographs where possible. Photographs help us assess the issue but are not a condition that removes your statutory rights.
Consumers may have a short-term right to reject non-conforming goods within 30 days. After that period, repair or replacement may be the first statutory remedy, although with one-off vintage furniture a like-for-like replacement may be impossible. Depending on the circumstances, the appropriate remedy may instead be repair, a price reduction or a refund.
Where we are responsible for faulty or misdescribed goods, we will bear reasonable return or collection costs. Please allow us to agree the return method before incurring expense, unless urgent action is reasonably necessary.
8. TRANSIT DAMAGE
Please inspect the furniture as soon as reasonably possible. If there is visible transit damage, photograph:
• the complete item;
• the damaged area;
• the packaging or protective materials; and
• any visible impact to the outside of the packaging.
Send the photographs and details to retrocactusfurniture@gmail.com as soon as possible. Prompt notice helps us make a carrier or insurance claim and does not shorten your legal rights.
9. EXCHANGES
Most of our furniture is one of a kind, so an identical replacement is rarely available. A return will therefore normally be resolved by repair, price reduction or refund as appropriate. Any different replacement item will normally be treated as a new purchase unless we agree otherwise.
10. BUSINESS CUSTOMERS
The consumer change-of-mind rights in this policy do not apply to purchases made wholly or mainly for business purposes. Business returns are accepted only where agreed in writing or required by law.
11. MODEL CANCELLATION FORM
You may copy and send the form below, but its use is optional.
To: Retro Cactus Furniture, Unit 8, Markham Vale Environment Centre, Markham Lane, Markham Vale, Chesterfield, Derbyshire, S44 5HY, United Kingdom. Email: retrocactusfurniture@gmail.com
I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods:
[Describe the furniture]
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date: