Cancellation Policy
This policy explains cancellation rights for online orders and the different position for in-store purchases.
Last updated: 15 October 2026
Online orders before dispatch
Contact hello@thecollectionroom.com promptly with the order number. We will try to stop dispatch. Where cancellation is valid or agreed, payment due back will be refunded.
Distance-selling right
For most online goods, customers can cancel without reason within 14 days after receipt and return the goods within a further 14 days. The right normally applies to eligible sale items and one-off antiques. Any clear cancellation statement may be used.
After dispatch and Click & Collect
Dispatch does not itself remove cancellation rights. Online orders collected in-store generally retain distance-selling rights. Specialist return arrangements may apply for oversized goods.
In-store purchases
There is no automatic statutory right to cancel satisfactory goods selected and purchased in-store for change of mind. Our discretionary exchange or credit-note policy applies to eligible full-price items only; in-store sale and clearance items are excluded.
Bespoke goods and deposits
Goods genuinely made to individual specifications or clearly personalised may be exempt from change-of-mind cancellation. Special sourcing or uniqueness alone is not an exemption. Deposits and cancellation charges must be clearly agreed, reasonable and legally enforceable.
Cancelling a large-item order
For furniture, mirrors, artwork or another bulky item, contact us with the order number, email address and product details. We will confirm the return method and any direct return cost lawfully payable that was disclosed before purchase.
Our cancellation
If an accepted order cannot be fulfilled because of unavailability or another valid circumstance, we will notify the customer and refund the affected payment.
Refund and return costs
Applicable refunds include standard outbound delivery where required by law. Direct return costs may fall to the customer only where disclosed. We do not impose a restocking fee for exercising statutory online cancellation rights.
Optional cancellation wording
You may write: “I give notice that I cancel my contract for the following goods”, followed by the goods, order number, ordered and received dates, your name and address, and the date. Send it to hello@thecollectionroom.com or 49-51 King Street, Knutsford, Cheshire, WA16 6DX. This wording is optional.
Statutory rights
Nothing in this policy excludes or restricts statutory consumer rights where applicable.