Returns Policy

We do not offer monetary refunds for change of mind. Eligible full-price items may be exchanged or returned for a credit note within 14 days with proof of purchase, unused and in resaleable condition, with labels and accessories where appropriate, subject to the exclusions below.

Sale, clearance and reduced-price items purchased in-store are non-refundable, non-returnable and non-exchangeable for change of mind. This does not affect remedies for faulty or misdescribed goods.

In-store purchases are sold as seen in respect of accurately disclosed age and condition. Change-of-mind refunds are not offered; a discretionary exchange or credit note is subject to management approval. Unique, antique or reduced-price goods purchased online are not automatically exempt from cancellation.

For most online goods, customers may notify us of cancellation within 14 days after receipt, or after the last item in a qualifying split delivery. Goods must then be returned within a further 14 days. A reason is not required.

Exceptions include genuinely personalised or made-to-specification goods and certain unsealed hygiene-sensitive goods.

Customers may examine goods as reasonably necessary to assess their nature, characteristics and function. A lawful deduction may apply for diminished value caused by excessive handling. Missing original packaging does not automatically cancel statutory rights, but safe packing is strongly recommended.

The customer pays direct change-of-mind return costs only where disclosed before purchase. Large goods not normally returnable by post require appropriate pre-contract cost information. Reasonable costs for faulty or incorrect goods are met where legally required.

We do not charge a restocking or administration fee merely because a customer exercises statutory online cancellation rights.

Consumer Rights Act remedies may include the short-term right to reject qualifying faulty goods within 30 days, repair or replacement, price reduction or final rejection as appropriate. Age and disclosed condition are relevant to quality assessment; “sold as seen” is not a waiver.

Proof may include a receipt, order confirmation or transaction evidence. Eligible in-store exchanges depend on availability. Price differences are paid or credited. Credit-note value, expiry and conditions are communicated when issued. A credit note cannot replace a legally required monetary refund.

Email hello@thecollectionroom.com or call 01565 228267 with the order number, email address, item details and reason. Include photographs where reasonably possible. Contact us before returning a large or fragile item so suitable transport can be discussed. Unless otherwise agreed, returns go to 49-51 King Street, Knutsford, Cheshire, WA16 6DX.

Please do not repair, refinish, dismantle or alter an item believed to be faulty before speaking with us where reasonably practicable. An alteration does not automatically remove statutory rights concerning an unrelated original fault.

For statutory online cancellations, refunds are generally made within 14 days after receipt of returned goods or evidence of return, whichever occurs first. Applicable standard outbound delivery is refunded. See the Refund Policy.

Nothing in this policy excludes or restricts statutory consumer rights where applicable.