Returns + Exchanges

Returns & Exchanges Policy

Last Updated: 14 October 2026

At NineSpace, we want you to feel confident when shopping for furniture online. If you are not completely satisfied with your purchase, our Returns & Exchanges Policy explains how to request a return, exchange, or resolution.

1. 14-Day Return Policy

We offer a 14-day return period for eligible products. You must notify us within 14 days of receiving your order if you wish to return an item.

To qualify for a standard return, the item should be:

• Unused and in its original condition.

• Complete with all parts, accessories, and instructions.

• Returned in its original packaging, where reasonably possible.

• Accompanied by your order number or proof of purchase.

Please contact our customer support team before sending any item back. We will provide instructions for the return process.

Your statutory consumer rights are not affected by this policy. UK consumers may have additional cancellation and refund rights under applicable law, including for certain online purchases.

2. Furniture Returns

Furniture can be bulky and may require special handling. Before arranging a return, please ensure that the product is safely packaged and that all included components are accounted for.

If an item has been assembled, used, damaged after delivery, or is missing parts, please contact us first. We will assess the circumstances and explain the available options in accordance with applicable law.

Original packaging is preferred. However, the absence of original packaging will not automatically remove any statutory rights you may have.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, incomplete, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the product and any visible damage, if possible.

We will review your request and explain the appropriate next steps, which may include replacement parts, an exchange, repair, or refund, depending on the circumstances and your legal rights.

Please do not dispose of a damaged item or arrange a return at your own expense before contacting us, unless necessary for safety.

4. Exchanges

If you would like to exchange an eligible product for another size, colour, or item, contact our customer support team.

Exchanges are subject to product availability and applicable consumer rights. If the replacement product has a different price, we will explain any price difference before proceeding.

If an exchange is unavailable, we will discuss the available alternatives with you.

5. Refunds

Once an authorised return is received or the relevant legal requirements for a refund have been met, we will assess the return and notify you of the outcome.

Approved refunds will be issued using the original payment method where possible, subject to applicable law.

For Cash on Delivery orders, we will contact you to arrange an appropriate refund method and confirm the necessary details.

Where a refund is due, we will process it within the timeframe required by applicable law. Your bank or payment provider may require additional time for the funds to appear in your account.

6. Return Shipping Costs

Return shipping arrangements and costs depend on the reason for the return and the applicable consumer rules.

• Faulty, damaged, or incorrect products: We will explain the appropriate return or collection arrangements in accordance with your legal rights.

• Change of mind: Return shipping costs may be your responsibility where permitted by law and where the relevant terms have been communicated appropriately.

• Other circumstances: We will confirm any applicable costs before you proceed with a return.

Please contact us before arranging courier collection for large or heavy furniture.

7. Items That May Not Be Eligible for Change-of-Mind Returns

Some products may be excluded from change-of-mind cancellation rights where the law permits, such as goods made to the customer’s specifications or clearly personalised items.

This does not affect your statutory rights if a product is faulty, misdescribed, or otherwise fails to meet the applicable legal requirements.

8. How to Request a Return or Exchange

Please follow these steps:

1. Contact us using the email address or phone number below.

2. Provide your order number and explain whether you require a return, exchange, or help with a damaged item.

3. Include photographs where relevant.

4. Wait for our instructions before arranging the return.

5. Package the item securely and follow the agreed return arrangements.

Please do not send products to an address until our team has confirmed the return instructions.

9. Delivery and Collection Arrangements

Furniture returns may require a specialist courier or scheduled collection. Collection dates and arrangements will be confirmed with you where applicable.

Our normal delivery operating hours are Monday to Saturday, 10:00 – 22:00. Return collections may have different arrangements depending on courier availability.

10. Contact Us

For returns, exchanges, refunds, or product-related concerns, contact NineSpace:

Website: https://ninespace.co.uk/
Email: ninespaceuk@gmail.com
Phone: +44 7961 866107
Customer Support Hours: Monday – Saturday, 10:00 – 22:00

Please include your order number in all return-related enquiries so we can assist you efficiently.

Thank you for choosing NineSpace. We appreciate your trust and will do our best to resolve any concerns fairly and professionally.