Returns & Refunds

At Aspire Furniture we want you to be completely satisfied with your purchase. This page explains your rights and our policies on cancellations, returns, refunds, and warranty claims.

1. Cancelling or Returning Your Order

1.1 Right to Cancel

You have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

1.2 Exclusions from Cancellation

This right does not apply to:

  • Mattresses, bedding, or other sealed items where the hygiene seal has been broken (unless faulty).

  • Bespoke, customised, or made-to-order products.

1.3 Refunds After Cancellation

  • If cancelled within 14 days, we’ll refund you (including standard delivery charges) within a reasonable time, typically within 14 days after receiving the returned goods.

  • Refunds will be made using your original payment method.

1.4 Returning Goods

  • You can return goods at your own cost using a tracked courier service, or

  • We can arrange collection from your address (collection charges apply and will be confirmed before collection).

1.5 Refund Processing

  • Refunds will only be issued once the returned goods have been received and inspected. This is to confirm they are in original, resaleable condition and helps prevent disputes or delays.

  • Returned goods must be in a resaleable condition. We may deduct from your refund if goods have been handled beyond what is necessary to inspect them.

2. Faulty or Damaged Goods

If your product arrives damaged or faulty, please notify us within 48 hours so we can resolve this quickly.

Important: The rights in this section apply to faulty or misdescribed goods under the Consumer Rights Act 2015. These rights are separate from your 14-day cancellation rights for change-of-mind returns under Section 1.

2.1 Within 30 Days of Delivery

If your product develops a confirmed manufacturing fault within 30 days, you have the right to reject the goods and receive a full refund.

Alternatively, you may choose to accept a repair or replacement, which can often be quicker and avoid the need for a full return.

2.2 Within 6 Months of Delivery

Where a manufacturing fault is confirmed, we will first arrange a repair. If a repair is not possible, or if the same fault recurs after repair, a replacement will be provided. If neither repair nor replacement is possible, you are entitled to a refund or price reduction.

2.3 After 6 Months and for the Duration of Warranty

Where a manufacturing fault is confirmed, a repair will always be the initial remedy. If a repair is not possible or would not reasonably resolve the issue, a replacement may be offered. A refund will only be considered where neither repair nor replacement is possible or reasonable.

2.4 Refund Processing

Where a refund is due, it will only be issued once the product has been returned to us and inspected. This ensures the reported issue is verified and helps us prevent delays or disputes.

2.5 Proof of Purchase Requirement

All claims must be supported by proof of purchase, which allows us to confirm the date of purchase and, where applicable, calculate any warranty contribution under extended coverage.

To help us assess your claim quickly, please provide clear photos or videos of the issue. In most cases, faults can be resolved without a physical inspection.

If a fault is confirmed, Aspire will cover all carriage costs associated with repair or replacement. If no fault is found, inspection and carriage costs may be charged back to the customer.

3. Warranty Coverage

All Aspire Furniture products come with a minimum 12-month manufacturer’s warranty. Some products include extended warranties, as shown on their product page:

  • Recliners

    • Structural frame: 15 years

    • Fabric/leather: 2 years (excluding normal wear & tear)

    • Sliding-scale contribution applies after year 2:

      • Years 3–4: 25%

      • Years 5–10: 50%

      • Years 11–15: 75%

  • Other Sofas

    • 2 years total warranty (frame and cover).

  • Beds & Mattresses

    • 12 months (unless otherwise stated on the product page).

  • Selected Products (5-Year Warranty)

    Some products display a 5-year extended warranty. Contribution applies after the first 12 months:

    • Years 1–2: 20% of current retail price

    • Years 2–3: 40% of current retail price

    • Years 3–4: 55% of current retail price

    • Years 4–5: 75% of current retail price

If your product has been discontinued, we will offer an equivalent discount against a current model of similar specification.

Delivery charges may apply.

4. Warranty Registration

To benefit from extended warranty cover, we recommend registering your product within 30 days of delivery via our Warranty Registration Page.

  • You’ll be asked for your contact details, product details, and purchase information.

  • You may also upload proof of purchase at this stage (recommended).

Failure to register will not affect your statutory rights or the minimum 12-month warranty.

5. Making a Warranty Claim

To make a claim under your warranty, please contact our Customer Service team:

You must provide:

  • A description of the issue

  • High-resolution photos or videos of the fault

  • Proof of purchase (receipt or order confirmation) – this is mandatory to confirm eligibility and, where applicable, to calculate your contribution under sliding-scale terms.

Once we receive your claim, we will assess the evidence and, if required, arrange an independent inspection at our cost. If a manufacturing defect is confirmed, we will offer a repair, replacement, or refund in line with your warranty terms.

If repeated claims are made and independent inspection confirms no manufacturing fault, Aspire reserves the right to charge inspection and carriage costs back to the customer.

6. Warranty Exclusions

Our warranties do not cover:

  • Normal wear and tear (e.g. fabric fading, foam softening)

  • Accidental damage (e.g. spills, pets, misuse, neglect)

  • Commercial use (e.g. hotels, offices, rental or Airbnb properties)

  • Modifications, alterations, or unauthorised repairs

  • Failure to follow product care instructions

Fair Wear & Tear vs. Faults

Normal wear and tear, accidental damage, or issues caused by misuse are not classed as manufacturing faults. Examples include fabric pilling, minor colour fading from sunlight, or sagging due to incorrect care.

A fault is where the product does not perform as it reasonably should because of a defect in materials or workmanship — for example, a broken recliner mechanism or frame failure under normal use.

Where there is uncertainty, we may arrange an independent inspection to confirm whether the issue is due to a manufacturing fault.

7. Packaging & Returns

When returning goods, items must be securely packaged to avoid damage in transit. Aspire is not responsible for damage caused by inadequate packaging.

8. Your Rights

Nothing in this policy affects your statutory rights under consumer protection legislation. For independent advice, you may contact Citizens Advice or consult a solicitor.