Refund policy

Refund & Cancellation Policy

SG Luxury Design

At SG Luxury Design, every item is handcrafted to order and manufactured specifically for each client. As our furniture is bespoke and made to your individual requirements, different cancellation and refund rights apply compared to standard retail products.

Please read this policy carefully before placing your order.

Bespoke & Made-to-Order Furniture

All furniture supplied by SG Luxury Design is manufactured to order and may include custom dimensions, upholstery selections, finishes, materials, configurations or other personalised specifications.

As a result, our products are classified as bespoke or made-to-order goods.

Under the Consumer Contracts Regulations 2013, products that are made to a customer's specification or clearly personalised are exempt from the standard 14-day cancellation rights that apply to many online purchases.

Order Confirmation

Once your order has been placed and accepted by SG Luxury Design, production materials, manufacturing schedules and supplier orders may be committed specifically for your project.

Clients are responsible for ensuring all dimensions, specifications, finishes and material selections are correct before approving their order.

Cancellation Before Production Begins

If you wish to cancel your order before production has commenced, please contact us immediately.

Where manufacturing has not started and materials have not been purchased, we may, at our sole discretion, agree to cancel the order.

In such circumstances, an administration charge may be deducted to cover design work, supplier commitments, transaction fees and administrative costs already incurred.

Cancellation After Production Has Begun

Once production has commenced, materials have been ordered, or supplier commitments have been made, orders cannot be cancelled.

Any deposits or payments made will be non-refundable.

This reflects the fact that bespoke furniture is manufactured specifically for the client and cannot typically be resold.

Returns

As all products are bespoke and manufactured to order, we do not accept returns for:

  • Change of mind

  • Incorrect colour choices approved by the customer

  • Fabric or finish selections approved by the customer

  • Customer measurement errors

  • Preference changes after delivery

  • Delays caused by circumstances outside our reasonable control

We strongly recommend reviewing all specifications carefully before confirming your order.

Damaged or Faulty Goods

We take great pride in the quality of our furniture and carefully inspect all products before dispatch.

If your furniture arrives damaged or develops a manufacturing fault, please notify us in writing within 48 hours of delivery and provide supporting photographs where possible.

Where a genuine manufacturing defect is identified, we will, at our discretion:

  • Repair the item

  • Replace the affected component

  • Replace the product

  • Offer an appropriate partial or full refund where repair or replacement is not reasonably possible

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Natural Materials

Many of our products incorporate natural materials including:

  • Timber

  • Stone

  • Marble

  • Leather

  • Brass and metal finishes

  • Hand-applied decorative finishes

Variations in colour, grain, texture, veining, patina and finish are natural characteristics of these materials and are not considered defects.

Product photography is provided as a guide only, and natural variations should be expected.

Customer's Own Material (COM)

Where furniture is upholstered using fabric supplied by the customer or their designer, SG Luxury Design cannot accept responsibility for:

  • Fabric performance

  • Colour consistency

  • Fabric suitability

  • Wear characteristics

  • Supplier shortages

Any replacement costs arising from issues with customer-supplied materials may be chargeable.

Access Responsibility

Customers are responsible for ensuring that ordered furniture can be safely delivered and installed at the delivery address.

This includes checking:

  • Doorways

  • Staircases

  • Corridors

  • Lifts

  • Access routes

Where furniture cannot be delivered due to access restrictions that were not disclosed before manufacture, cancellation or refund rights will not apply.

Additional delivery, storage or modification charges may be incurred.

Refund Processing

Where a refund is approved, funds will be returned using the original payment method wherever possible.

Refunds are typically processed within 14 days of approval.

Contact Us

If you have any questions regarding your order or this policy, please contact:

SG Luxury Design

Email: info@sg-ld.com

Telephone: 01923 549005

Website: https://luxurybespokefurniture.com

Last Updated: June 2026