Refund policy

Returns & Refund Policy — CK Living Ltd

At CK Living Ltd, we want customers to understand exactly where they stand before placing an order.

Many of our products are handmade or manufactured to order, and we also offer customers the ability to request alternative fabrics, colours, dimensions and configurations. Because of this, return rights can differ depending on whether you purchase a standard product or request a custom/bespoke specification.

Please read this policy before placing or amending an order.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

1. What We Mean by a Standard Product

A standard product is a product ordered entirely from the options displayed as standard selectable options on that specific product page at the time the order is placed.

This includes the standard:

  • size;

  • configuration;

  • fabric; and

  • colour

shown as selectable purchasing options for that particular product.

For example, if a particular sofa is offered on its product page in Cream and Grey, an order placed in Cream or Grey is a standard-colour order.

A fabric or colour being available elsewhere on the CK Living website, on another sofa range, or within our wider fabric swatch collection does not automatically make it a standard option for every product.

The options displayed on the individual product page determine that product's standard specification.

2. What We Mean by a Custom or Bespoke Product

For the purposes of the CK Living returns policy, an order is treated as custom/bespoke where the customer requests a specification outside the standard selectable options displayed on that particular product page.

Examples include:

  • requesting a fabric or colour that is not offered as a standard selectable option for that product;

  • choosing an alternative fabric or colour after receiving CK Living fabric swatches;

  • requesting a fabric or colour through WhatsApp, telephone, email or customer support which is not part of that product's standard palette;

  • requesting custom dimensions;

  • requesting a sofa to be made longer, shorter, wider or narrower;

  • requesting a custom corner, chaise or modular configuration;

  • requesting changes to seat construction, filling, firmness or internal specification;

  • requesting alterations to arms, backs, cushions, piping, stitching or finishes;

  • requesting a custom bed, headboard or wall-panel specification; or

  • requesting any other manufacturing change specifically for an individual order.

Important — non-standard colours and fabrics

If a fabric or colour is not shown as a standard selectable option on the product page for the item you are purchasing, and you ask us to manufacture the product in that fabric or colour, the order will be treated by CK Living as a custom/bespoke specification.

This applies even where that fabric or colour:

  • appears on another CK Living product;

  • appears in our fabric swatch collection; or

  • is a fabric that CK Living regularly works with.

The relevant question is whether that fabric or colour was a standard selectable option for the particular product ordered.

Custom/bespoke products are manufactured specifically following an individual customer's request and may not be suitable for resale as part of our standard stock.

3. CK Living 48-Hour Home Trial

Eligible standard sofas include our CK Living 48-hour at-home return trial.

If an eligible standard sofa is not right for your home, you must notify us within 48 hours of delivery by emailing:

customersupport@ckliving.co.uk

Please include your order number.

Where your sofa qualifies for the 48-hour home trial and the return is approved, CK Living will arrange collection without our normal furniture collection charge.

The item must be kept in good condition while awaiting collection.

Where possible, please retain all original protective packaging until you are satisfied that you intend to keep the furniture.

The 48-hour trial does not apply to custom/bespoke orders

Our voluntary 48-hour home trial is not available where the product has been manufactured to a custom or non-standard specification, including:

  • custom sizes;

  • non-standard fabrics;

  • non-standard colours;

  • personalised configurations; or

  • other made-to-request alterations.

This does not affect your statutory rights if a product is genuinely faulty, materially not as described or otherwise does not conform to the contract.

4. Standard Online Orders — 14-Day Cancellation Rights

Where statutory distance-selling cancellation rights apply to an eligible standard product purchased online or by telephone, you generally have 14 calendar days after receiving the goods to tell us that you wish to cancel the contract.

You can notify us at:

customersupport@ckliving.co.uk

Please include your:

  • name;

  • order number;

  • product being returned; and

  • clear statement that you wish to cancel/return the order.

After notifying us of cancellation, the goods must then be returned or made available for an agreed return arrangement within the period required by law.

Our 48-hour free collection trial is an additional CK Living benefit and is separate from the statutory cancellation period.

Therefore, where a standard product is eligible for statutory cancellation:

Within the first 48 hours:
Notify us within 48 hours of delivery and an approved eligible sofa return qualifies for CK Living's free-return collection trial.

After 48 hours but within the applicable statutory cancellation period:
Your statutory right to cancel an eligible standard distance-sale order may continue, but the CK Living free-collection benefit will have expired.

Where CK Living is asked to arrange a specialist two-person furniture collection after the free-return period, our direct collection charge is £299, where that charge has been disclosed as applicable before purchase.

Customers may contact us if they wish to discuss arranging an appropriate alternative return method.

Furniture must be safely protected for transport.

5. Custom/Bespoke Orders and Change-of-Mind Returns

Custom/bespoke products are excluded from CK Living's voluntary change-of-mind return policy and 48-hour home trial.

Where an order also falls within the legal definition of goods made to the consumer's specifications or clearly personalised, the statutory distance-selling cancellation right may also not apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This can include furniture manufactured specifically following an individual customer's requested dimensions, specification, configuration, finish, fabric or other personalisation, depending upon the circumstances of the order.

A customer requesting a custom specification should therefore assume that the product cannot simply be returned because they later change their mind, decide they prefer another colour or discover that they require a different size.

This does not affect statutory rights relating to goods that are genuinely:

  • faulty;

  • of unsatisfactory quality;

  • not as described;

  • not supplied to the agreed specification; or

  • otherwise non-conforming under applicable consumer law.

6. Changing a Standard Order to a Custom Specification

A standard order can become a custom/bespoke order if you ask us to amend it after purchase.

For example:

If you purchase a sofa in a standard Cream colour and subsequently receive fabric swatches and ask CK Living to manufacture your sofa in a non-standard Mink fabric instead, your amended order will be treated as a custom/bespoke specification for the purposes of our returns policy.

The fact that the expected manufacturing or delivery time remains similar to that of a standard product does not determine whether an item is custom.

Custom status is determined by the specification requested and manufactured, not simply by production time.

We recommend that customers carefully consider a customisation before confirming it.

7. Measurements — Please Check Before Ordering

Customers are responsible for checking the advertised product dimensions against the space available in their home before placing an order.

Please check:

  • overall product width;

  • overall depth;

  • height;

  • doorways;

  • hallways;

  • staircases;

  • lifts;

  • room access;

  • skirting boards;

  • radiators;

  • cupboards and drawers;

  • other furniture; and

  • the space required for doors, drawers or other items to open properly.

If you require a product to remain below a particular maximum measurement, please contact CK Living before ordering or before manufacture begins.

We can discuss whether a custom size can be manufactured.

A product that has been supplied according to the dimensions advertised or agreed does not become faulty or "not as described" simply because the customer later discovers that they would prefer or require a smaller or larger product for their room.

8. Handmade Furniture and Measurement Tolerances

Many CK Living sofas, beds and upholstered products are handmade and individually upholstered.

Dimensions shown on product pages should therefore be read as approximate finished measurements.

Where stated on the relevant product information, a small handmade manufacturing variation of approximately 2–3cm may occur due to upholstery, cushioning, foam, fibre, fabric tension and the handmade construction process.

A minor variation within a clearly stated reasonable handmade tolerance will not normally mean that the product has been supplied in the wrong size.

If you believe your product is materially different from the dimensions advertised or agreed, please contact us and provide photographs showing the measurements.

We will review the matter promptly.

9. Products Alleged to Be the Wrong Size

If you believe that an item has been manufactured materially outside the dimensions advertised or specifically agreed with you, please contact:

customersupport@ckliving.co.uk

Please provide:

  • your order number;

  • photographs of the product;

  • a clear photograph showing a tape measure across the relevant dimension; and

  • a description of the discrepancy.

We are entitled to reasonably investigate an alleged size discrepancy before determining the appropriate remedy.

Requesting photographs or inspecting an item does not restrict your statutory rights.

If the item is genuinely materially different from the dimensions agreed or advertised, we will deal with the matter in accordance with your statutory rights.

10. Fabric and Colour Selection

Colours can appear differently depending on:

  • screen settings;

  • room lighting;

  • daylight;

  • artificial lighting;

  • surrounding décor; and

  • the direction or pile of certain fabrics such as velvet.

For this reason, we strongly recommend ordering fabric swatches before choosing a colour where available.

Where a customer receives a swatch and specifically requests that their furniture be manufactured in that fabric, that requested fabric will form part of the agreed product specification.

Minor differences associated with normal fabric characteristics or production batches should not automatically be treated as a manufacturing fault. This does not affect your rights where the product supplied is genuinely materially different from what was ordered.

11. Faulty, Damaged or Incorrect Goods

Your statutory rights are separate from our 48-hour home trial.

The 48-hour trial does not limit the period in which you may have statutory rights regarding faulty or non-conforming goods.

If your product arrives:

  • damaged;

  • faulty;

  • materially not as described;

  • in the wrong specification; or

  • otherwise not conforming to your contract,

please contact us as soon as reasonably possible at:

customersupport@ckliving.co.uk

Include your order number and, where possible, photographs or videos showing the issue.

We may ask for reasonable evidence or arrange an inspection so that we can understand the problem and determine the correct remedy.

Depending on the circumstances and the time elapsed since delivery, your legal remedies may include rejection, repair, replacement, price reduction or refund in accordance with the Consumer Rights Act 2015.

Nothing in this policy limits those rights.

12. Reporting Damage on Delivery

We strongly recommend inspecting your furniture as soon as reasonably possible after delivery.

If you notice visible transit damage, missing components or an obvious manufacturing issue, please contact us promptly.

Early reporting helps us investigate with the delivery team and resolve the issue more quickly.

However, any request that you contact us quickly does not replace or shorten your statutory consumer rights.

13. Repair or Rectification

Where a genuine issue can appropriately be resolved through repair or rectification, CK Living may arrange for:

  • replacement parts;

  • replacement cushions;

  • upholstery adjustment;

  • workshop rectification;

  • collection and repair; or

  • another appropriate remedy.

The remedy available depends on the nature of the issue and your statutory rights.

Offering to inspect, repair or rectify furniture does not mean that CK Living accepts that a product is defective where the issue has not yet been established.

14. Correctly Supplied Bespoke Furniture That No Longer Suits the Customer

Where bespoke/custom furniture has been manufactured correctly to the specification agreed with the customer but the customer later decides that they require a different:

  • size;

  • layout;

  • colour;

  • fabric;

  • configuration; or

  • specification,

CK Living is not obliged under our change-of-mind policy to accept the correctly manufactured bespoke item back.

However, we want to be helpful where reasonably possible.

Depending on the product, our workshop may be able to offer:

  • alteration;

  • resizing;

  • re-upholstery;

  • remanufacture;

  • replacement sections; or

  • another practical solution.

Where the original item was manufactured correctly and the requested change is not the result of a fault or CK Living error, additional manufacturing, transport and material costs will be payable by the customer.

Any such work will only proceed after the customer has been informed of and agreed to the cost.

15. Condition of Standard Returns

Where a standard item is being returned under our voluntary return policy, it should be kept:

  • clean;

  • undamaged;

  • free from stains;

  • free from pet damage;

  • free from smoke or strong odours; and

  • in substantially the condition in which it was delivered.

Please retain the original protective packaging where reasonably possible.

For statutory distance-sale cancellations, customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where goods have been handled beyond what would reasonably be permitted in a shop and their value has been reduced, CK Living may make a deduction for diminished value where permitted by law.

Original packaging is strongly recommended for large furniture returns, but we will not use the absence of packaging alone to unlawfully remove a statutory cancellation right.

16. Collection of Returned Furniture

Large furniture requires specialist handling.

Where CK Living arranges collection, customers must ensure that:

  • the furniture is accessible;

  • loose accessories are included;

  • the item is reasonably protected for transport; and

  • our collection team can safely remove it from the property.

Unless otherwise agreed, the product should be collected from the delivery address.

If a collection cannot be completed because the item is inaccessible or the customer is unavailable at an agreed collection time, additional reasonable collection costs may apply before another collection is arranged.

17. Delivery Access and Furniture Fit

It is the customer's responsibility to ensure the ordered furniture can safely enter the property and reach the intended room.

Please measure access before ordering.

Where a product corresponds with the dimensions advertised or agreed but cannot enter the customer's property or fit into the intended space because access or room dimensions were not checked, this does not by itself mean that the product is faulty or not as described.

Different rules may apply where CK Living specifically agreed in writing before purchase that a product would meet a particular measurement or stated purpose.

18. Refusing Delivery

Refusing delivery does not automatically create a right to a refund.

Where an eligible standard distance-sale order is being cancelled, please clearly notify CK Living that you are exercising your cancellation right rather than simply refusing the delivery.

For custom/bespoke products, refusing delivery does not turn the order into a standard change-of-mind return.

Where goods have been manufactured correctly to an agreed bespoke specification, the applicable custom-order terms continue to apply.

Your statutory rights remain unaffected if the goods are genuinely faulty or non-conforming.

19. Cancelling Before Production or Delivery

If you wish to change or cancel an order, contact us as quickly as possible.

Standard orders

Where statutory cancellation rights apply, they will be honoured in accordance with applicable law.

Custom/bespoke orders

Because custom goods are produced specifically following an individual customer's request, cancellation rights can differ.

If you contact us before custom manufacturing has started, we may be able to agree to cancel or amend the order.

Once production of a custom order has commenced, CK Living may be unable to accept a change-of-mind cancellation.

Where we voluntarily agree to cancel a bespoke order outside a statutory cancellation right, any reasonable costs already incurred will be explained before the cancellation is finalised.

20. Order Amendments

Any requested amendment to:

  • dimensions;

  • colour;

  • fabric;

  • configuration; or

  • product specification

should be confirmed clearly with CK Living.

Once we accept the requested amendment, the revised specification becomes the specification against which the finished product will be assessed.

An amendment can also change an order from a standard order to a custom/bespoke order.

Customers should therefore review requested amendments carefully before confirming them.

21. Exchanges

Standard-product exchanges may be offered at CK Living's discretion in addition to any statutory rights.

For bespoke products, an exchange is not automatically available where the product has been correctly manufactured to the agreed custom specification.

If we voluntarily agree to an exchange, alteration or remanufacture of a correctly supplied bespoke item, additional costs may apply.

We will confirm any costs before proceeding.

22. Return Collection Costs

For qualifying standard sofas notified to us within the 48-hour home-trial period, CK Living's approved collection is free.

Where an eligible standard distance-sale return is requested after the 48-hour free-return period but remains within an applicable cancellation period, the customer is responsible for the direct cost of returning the furniture where this responsibility was disclosed before purchase.

If you ask CK Living to arrange specialist furniture collection, the current collection cost is:

£299

where that amount was disclosed as applicable to your purchase.

This reflects the cost of a specialist two-person furniture collection and return service.

If the product is being returned because CK Living supplied genuinely faulty, incorrect or non-conforming goods and the law requires us to bear the return cost, the customer will not be charged for the required return or collection.

23. Refunds for Standard Distance-Sale Cancellations

Where you validly exercise a statutory cancellation right, we will make the refund required by law without undue delay.

Where goods are being returned, we may wait until:

  • we have received the goods back; or

  • you provide appropriate evidence that you have returned them,

whichever occurs first, where permitted by law.

Refunds will be made within the applicable statutory timeframe.

Where applicable, basic outbound delivery charges will be refunded as required by law. Additional amounts paid for an upgraded or premium delivery method may not be refundable beyond the cost of our standard delivery service.

24. Refunds for Faulty or Non-Conforming Goods

Where a refund is legally due because goods are faulty, not as described or otherwise non-conforming, CK Living will process the refund without undue delay and within the timeframe required by the Consumer Rights Act 2015.

The exact remedy depends upon:

  • the nature of the issue;

  • how long you have had the goods;

  • whether repair or replacement is appropriate; and

  • the rights available to you under the Consumer Rights Act.

25. Refund Payment Method

Refunds will normally be returned using the same payment method used for the original purchase.

Where payment involved a finance provider, instalment provider or other third-party payment service, refunds may also need to be processed through that provider.

Once CK Living has issued a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

26. Showroom and In-Person Purchases

The statutory 14-day distance-selling cancellation period generally applies to qualifying contracts concluded at a distance, such as eligible online or telephone purchases.

Purchases concluded in person at a showroom or other business premises do not automatically carry the same statutory change-of-mind cancellation right.

Any additional CK Living return offer applicable to an in-person purchase will be stated separately.

Your statutory rights regarding faulty, misdescribed or non-conforming goods remain unaffected.

27. Other Product Categories

Some product categories may have additional or different return conditions depending on the nature of the product.

Where applicable, these will be displayed on the relevant product page.

Product-specific information should be read together with this policy.

No product-specific policy removes statutory consumer rights where those rights legally apply.

28. Promotions and Discount Codes

Purchasing an item using:

  • a discount code;

  • promotional offer;

  • sale price; or

  • other CK Living promotion

does not by itself remove any statutory rights that would otherwise apply.

Where an eligible refund is issued, it will be based on the amount actually paid for the relevant product, subject to applicable law and any lawful adjustments.

29. Chargebacks and Payment Disputes

We ask customers to contact CK Living first if there is a problem with an order so that our Returns or Customer Support Team has an opportunity to investigate and resolve the matter.

Where a payment dispute or chargeback is raised, CK Living may provide the card issuer or payment provider with relevant information relating to the transaction and dispute, including:

  • order records;

  • confirmed specifications;

  • customer correspondence;

  • delivery records;

  • photographs;

  • product descriptions;

  • measurements;

  • return correspondence; and

  • applicable terms.

Nothing in this section limits a customer's rights with their card issuer or under applicable consumer or payment law.

30. Your Statutory Rights

Nothing in this Returns & Refund Policy excludes, restricts or replaces your statutory consumer rights.

Goods supplied by CK Living must meet the requirements imposed by applicable consumer law, including requirements relating to:

  • satisfactory quality;

  • fitness for an agreed purpose; and

  • correspondence with their description.

Custom or bespoke status does not remove your rights where goods genuinely fail to conform to the contract.

Equally, statutory protections relating to faulty or misdescribed goods should be distinguished from a change-of-mind request where the goods have been supplied correctly to the agreed specification.

CK Living Ltd operates in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

31. How to Contact Us About a Return

For return requests, faults, cancellations or refund enquiries, please contact:

Email: customersupport@ckliving.co.uk

Please include:

  • your full name;

  • order number;

  • delivery address;

  • the product concerned;

  • the reason for contacting us; and

  • photographs or videos where relevant.

For active return cases, we may issue a Returns Ticket reference. Please quote that reference in further correspondence so that your case can be handled efficiently.

CK Living Ltd
United Kingdom