Returns & refunds
Every order placed is important to us. We want our customers to feel fully supported throughout their entire experience with Sueno.
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 (i.e. made for you) and individual to your specifications. For these reasons, we don't accept returns of made-to-order items unless they are faulty or we have delivered the wrong product.
If you believe your ordered items are faulty or incorrect please call our Customer Services Team on 01924 456 330 within 7 days of delivery. 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 appropriate, we will arrange a collection that respects our current delivery schedule. You do not need to disassemble your product for our collection team. All we ask is that your unwanted item remains in the condition that it was received.
Customers are able to cancel any order for a full refund if the order has not been placed into production.
Once an order has been confirmed for delivery (with the customer), production will start. A customer can still cancel the order but there will be a 50% cancellation fee to cover the loss of committed raw materials, administration and processing time.
Once your order is delivered we don't accept returns of made-to-order items unless they are faulty or we have delivered the wrong product.
If you are eligible for a refund, we will process this immediately or once your goods arrive back at the warehouse. All refunds are issued back to the original method of payment. It may take up to 7 working days to reflect on your account.
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 £75 for redelivery. All redeliveries will respect our rolling delivery schedule, van capacity & availability in your local area.