RETURNS/REFUNDS

Here at Louis Coca Furniture we want you to enjoy our furniture. If you feel unsatisfactory about our products and would like a return or refund, please follow the instructions below.

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In line with the law, a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.”

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Damages should be reported within 3 working days - this does not affect your statutory rights.

 

You should contact us by our customer hotline on 0203 813 4395 or by email at info@louiscocafurniture.com which is available from 9am to 5pm between Monday to Friday. We will require full details of the reported damage or defect and may request images. The product must remain in the original packaging and if requested by us be promptly returned. Once we have verified the damage to, defect in or shortage of the product, we will issue a replacement or a refund (including postage if applicable) to you via your original payment method. You have an obligation to take reasonable care of the product whilst they are in your possession. Depending on the purchase we may incur a return fee, plus a delivery fee if you wish to return using the private courier service.​ Any refunds will be returned to the buyer within 3-5 working days, and the buyer will receive a return receipt once the refund is complete. We may refuse to replace or refund any products returned to us if we consider that you have failed to take reasonable care of the product.

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Unfortunately bespoke products cannot be accepted back into stock. If you need to cancel your bespoke product for any reason, this can only be accommodated within 24 hours of placing the order. If accepted, charges may apply to cover any costs incurred. If the cancellation were to occur after 24 hours, we will charge a cancellation fee as it is unlikely that we could resell bespoke products to another customer. 

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Our team will work with you to advise what can be done depending on your particular order depending on type of product and the current order stage it is currently in. If the product is not bespoke or made to order, then we can usually cancel it free of charge if it has not been shipped.

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