Returns & refunds
Every order placed is important to us. We want our customers to feel fully supported throughout their entire experience with Sueno, and that includes Returns & refunds.
If you buy from Sueno, you are purchasing a piece of furniture unique to you. Every item that leaves our doors is made-to-order and individual to your specifications. We adopt policies and procedures designed to maximise value for our customers. For these reasons, we don't accept returns of made-to-order items unless they are faulty or incorrect.
Please call our Customer Services Team on 01924 456 330 within 14 days of delivery if you realise your made-to-order bedroom furniture is faulty, or that we have delivered the wrong item. We will try to resolve your issue or facilitate your return.
We may ask for you to send us photos of any areas of damage or imperfection to offer you a suitable course of action.
In cases where a return is requested, you do not need to disassemble your product for our Sleep Team to collect. All we ask is that your unwanted item is returned in the condition it was received.
Returns will only be facilitated Monday to Friday, excluding Bank Holidays at a time that suits our rolling delivery schedule.
We will process your refund as soon as you let us know that you would like one or from the date that we receive your item back in stock.
Orders not yet delivered will be refunded within 7 days* of notification. We will refund your purchase price, excluding our administration fee of £49 per order.
Orders that have been delivered and returned will be refunded within 7 working days* that after we receive your return into stock. We will refund your purchase price, excluding our collection and restocking charge of £99 per order.
For security reasons, you will be refunded on the card or payment method that you used to place your order.
If you are not available in person to accept on the delivery day and 4-hour slot we have agreed with you, we reserve the right to charge a fee of £69 for redelivery. All redeliveries will respect our rolling delivery schedule, van capacity & availability in your local area.