1. Cancelling your order
Before delivery — no charge. You can cancel your order (excluding bespoke items, see section 2) at any time before delivery with no charges. This includes cancelling while your order is out for delivery, or declining the delivery at your door. Email team@galaximart.com with your order number, or simply tell our delivery team. Once we confirm your pre-delivery cancellation, you will receive a full refund, including any delivery charge, to your original payment method.
After delivery. You may cancel within 14 days of receiving the goods (or the last item, where an order is delivered in parts). Email team@galaximart.com with your order number.
1.1 Returning the goods
After delivery, you have two options for returning change-of-mind cancellations:
- Return the goods yourself within 14 days of cancelling, at your own cost, with a carrier of your choosing. Contact us first for the return address and a returns reference. You are responsible for the goods until they reach us. Most of our items need a two-person carrier and cannot go by standard parcel post — we recommend getting a quotation before you cancel. We cannot refund goods that do not arrive or that are damaged in return transit.
- Ask us to collect. We will collect the goods from you for a collection fee of 25% of the value of each item being collected, deducted from your refund. Goods must be available for collection within 14 days of cancelling.
This does not apply to faulty goods, which we collect free of charge (see 3.3).
1.2 Condition and deductions
Return goods unused, unassembled, complete with all fixings and components, and in their original packaging where possible. You may unwrap and inspect goods as you would in a shop, but not use them.
We may deduct from your refund any reduction in value caused by handling beyond that — for example assembly, scratches, chips, staining, marks or odours on fabric, missing fixings or components, or damage from inadequate repackaging. Where an item is returned unsaleable the deduction may be its full value. We will tell you the amount and reason before refunding, with photographs on request. We will not refuse a refund solely because packaging is missing.
1.3 Your refund
For cancellations before delivery, we refund everything you paid, including delivery. For cancellations after delivery, we refund the price paid plus the outbound delivery charge at our least expensive standard rate; delivery upgrades are not refunded, and where only part of an order is returned, delivery is not refunded. Where we collect the goods, the 25% collection fee is deducted from the refund.
Refunds are issued within 14 days of receiving the goods back, or of your evidence of return if earlier (or, for pre-delivery cancellations, within 14 days of your cancellation), to the original payment method. Third-party providers such as Klarna apply their own timescales.
2. Bespoke and made-to-order items
Bespoke items cannot be cancelled. An item is bespoke where it is made to a specification you give us or is clearly personalised — a non-standard size, a fabric or finish you supply or we specially source, a headboard or frame built to your own design or dimensions, a non-stock configuration, or a commissioned piece. Bespoke items are identified on the product page and you will confirm this at checkout.
As a concession we will cancel a bespoke order free of charge at any time before manufacture begins. We confirm in writing when your item enters production; after that it cannot be cancelled or refunded.
Items made to order from our standard published range are not bespoke — for example an ottoman bed in a listed size, fabric and colour. These are manufactured after you order but carry the full 14-day cancellation right under section 1.
Also excluded from cancellation: mattresses and other goods sealed for hygiene reasons where the seal has been removed after delivery.
3. Faulty, damaged or incorrect goods
3.1 On delivery
Inspect your goods on arrival. Report visible damage, shortages or incorrect items within 48 hours, with photographs of the item and packaging, so that we can claim against our carrier. This does not limit your legal rights — later reports are still dealt with, and faults not visible on delivery are covered by 3.2 with no time limit of this kind.
3.2 Your remedies
We are under a legal duty to supply goods that conform to the contract. You may reject faulty goods for a full refund within 30 days of delivery. After that you are entitled to a repair or replacement, and to a price reduction or refund if that is unsuccessful. Claims can be brought for up to 6 years (5 in Scotland) for a fault present at delivery; after the first 6 months we may ask you to show the fault was inherent, and a deduction for use may apply.
These remedies apply only to faults present at the time of delivery. They do not cover damage, deterioration or loss caused after delivery, including by use, handling, assembly, moving, cleaning or storage — see 3.4. Faults must be reported to us as soon as they are discovered, with photographs; damage reported after a period of use may be treated as caused after delivery where the evidence indicates that.
3.3 How we resolve it
We normally arrange a replacement, including of individual components such as a marble top, glass panel or chair. Where you reject within 30 days we refund instead if you prefer. We collect faulty goods at our own cost — please agree the return with us first, as we may not reimburse costs we have not authorised. We may ask for photographs or a short video to identify the correct part.
3.4 Not covered
- Natural variation in marble, stone, timber, rattan and leather — veining, colour, grain and shade differ between pieces and batches and from photography.
- Minor differences between on-screen colour and the delivered item.
- Fair wear and tear, and normal settling or creasing of fillings, fabrics and leather.
- Misuse, neglect, accident, overloading, unsuitable cleaning products, heat, damp, sunlight or pets.
- Incorrect assembly, modification, or repair not carried out by us.
- Damage caused after delivery by moving the goods yourself.
- Clearance, ex-display or seconds items, for the specific defect disclosed before purchase.
4. Delivery and access
Measure before you order. Check doorways, hallways, stairs, lifts and the room itself against the dimensions on the product page. Our teams cannot remove doors or windows, dismantle furniture, use lifting equipment, or deliver through windows or balconies.
Declining or cancelling at the door. If you decline the delivery or cancel while the order is out for delivery, this is treated as a cancellation before delivery under section 1 — there is no charge and you receive a full refund, including delivery.
Failed deliveries. A delivery is failed where nobody is available at the agreed slot, the address given was wrong or incomplete, access is unsafe or insufficient, the item will not fit, or undisclosed access restrictions prevent delivery. In these cases the redelivery charge in section 5 applies to any further attempt. If you instead choose to cancel after a failed delivery, we refund in full under section 1.
If you do not arrange redelivery within 14 days of a failed delivery we may charge storage or treat the order as cancelled and refund you.
5. Charges
| Charge | Amount |
|---|---|
| Cancellation before delivery (including declining at the door) | Free |
| Returning goods yourself after delivery | Free (you pay your own carrier) |
| Collection by us after delivery (change of mind) | 25% of the value of each item collected |
| Redelivery after a failed delivery (no one present, wrong address, or no safe access) | £120 per item, per attempt |
| Collection of faulty, damaged or incorrect goods | Free |
Charges are per item, not per order, as each large item is a separate two-person consignment. Redelivery charges reflect the specialist carriage we are charged and never exceed our actual cost.
6. Business and trade customers
Sections 1 to 3 do not apply. There is no right to cancel for change of mind; returns are at our discretion and subject to a 25% restocking charge plus return carriage at your cost. Shortages, damage and incorrect items must be notified in writing within 48 hours of delivery, failing which the goods are deemed accepted. Our liability for defective goods is limited to repair, replacement or credit, and we exclude liability for loss of profit, loss of business and indirect or consequential loss so far as the law allows. Nothing here limits liability for death or personal injury caused by negligence, or for fraud.
7. Complaints
Email team@galaximart.com. We acknowledge complaints within 3 working days and aim to resolve them within 14 days. If we cannot, you can contact the Citizens Advice consumer service on 0808 223 1133, and you retain the right to bring a claim in court.
This policy covers goods bought directly from galaximart.co.uk. We may ask for proof of purchase.
