Returns & Refunds

We want you to be delighted with your purchase. This policy explains your rights to cancel, return or get a refund, and how to arrange it. It applies alongside your statutory rights under UK consumer law, which it does not affect.

Your right to cancel online orders

If you bought from us online or by phone, under the Consumer Contracts Regulations 2013 you have the right to cancel within 14 days of receiving your goods, for any reason. To cancel, let us know within that period using the contact details below.

Once you have told us you wish to cancel, you have a further 14 days to return the goods to us. We will refund you within 14 days of receiving the goods back, or of you providing proof that they have been sent.

Goods must be returned unused, in their original condition and packaging where possible. You are entitled to inspect items as you would in a shop, but we may reduce your refund to reflect any loss in value caused by handling beyond that.

Made-to-order, bespoke & cut-to-measure items

Many of our products — including made-to-order sofas, Chesterfields and beds, and carpet or flooring cut to your measurements — are made or cut specifically for you. Under the Consumer Contracts Regulations, these personalised and made-to-order items are exempt from the 14-day cancellation right and cannot be cancelled or returned once your order is in production, unless they are faulty.

Mattresses & hygiene items

For health and hygiene reasons, mattresses and similar sealed items can only be returned if they remain unopened and in their original sealed packaging. Once the seal is broken, they cannot be returned unless faulty.

Faulty, damaged or incorrect items

Please inspect your order on delivery and let us know about any damage, faults or incorrect items within 48 hours of receiving them, so we can put things right quickly.

Under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund:

• Within 30 days of delivery, you can ask for a full refund.
• After 30 days, we will offer a repair or replacement; if that is not possible, a refund may apply.

This is in addition to, and does not affect, the cancellation rights described above.

How to start a return

To cancel an order, return an item or report a problem, contact us with your order number and details of the item:

• Email hello@pauljameshome.co.uk
• Call 0141 266 0400 (Mon–Sat, 9am–5pm)

We will then confirm the next steps and, for larger furniture, help arrange collection or return.

Return delivery costs

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it, including the cost of collection for large or heavy furniture, which we can arrange on your behalf. If an item is faulty, damaged or incorrect, we will cover the cost of return or collection.

Refunds

Refunds are made to your original payment method. Once your return is received and checked, we will process your refund within 14 days. Card refunds may take a few additional working days to appear, depending on your bank.

Showroom purchases

The 14-day online cancellation right applies to distance purchases only and does not automatically apply to items bought in person at our Clydebank showroom. Your rights in relation to faulty goods still apply in full. Please speak to our team about any showroom purchase you wish to return.