Returns and Refunds Policy

At Ergo Heights, we want you to be satisfied with your purchase. This policy explains how to return an unwanted product and what to do if a product is faulty, damaged, incorrect or not as described.

This policy is in addition to, and does not affect, your statutory rights under UK consumer law.

Your Statutory Right to Cancel (14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of the day you receive your goods, without giving any reason.

To exercise this right, you must notify us of your decision to cancel before the 14-day period expires. You may use the Model Cancellation Form below, or contact us directly by email or post. You do not have to use the form.

Once you have notified us, you must return the goods without undue delay and no later than 14 days after the day you informed us of your cancellation. Return shipping costs are your responsibility for change-of-mind cancellations.

We will reimburse the price you paid for the goods (excluding any supplementary delivery costs beyond standard delivery) without undue delay and no later than 14 days after we receive the returned goods, or acceptable evidence that they have been sent back.

30-Day Change-of-Mind Returns

In addition to your statutory cancellation right above, you may request a return for an unwanted product within 30 calendar days of receiving it under our voluntary returns policy.

To begin a return, email contact@ergoheights.com with:

• Your name
• Your order number
• The product you wish to return
• The reason for the return

We will provide the appropriate return instructions. Please do not send a product back before contacting us.

Condition of Change-of-Mind Returns

You may inspect a product in the same way that you reasonably could in a shop.

Returned products should be complete and include all accessories, instructions and components supplied with them. Please use the original packaging where reasonably possible, as furniture must be packaged securely to prevent damage during return transport.

We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product's nature, characteristics and operation.

Return Postage for Unwanted Products

Customers are responsible for arranging and paying the return cost for unwanted or change-of-mind products.

Furniture can be large, heavy and expensive to transport. Return costs vary depending on the size, weight and destination of the item and the carrier you choose. We recommend obtaining quotes from carriers before committing to a return.

We recommend using a tracked and appropriately insured delivery service because you remain responsible for the product until it reaches us.

Contact us before returning an item so that we can provide the correct return address and instructions.

Faulty, Damaged, Incorrect or Misdescribed Products

If a product is faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at contact@ergoheights.com.

Please provide:

• Your order number
• A description of the problem
• Clear photographs or video showing the issue
• Photographs of the outer and inner packaging if the product arrived damaged

Ergo Heights will cover reasonable return or collection costs when a product is confirmed as faulty, damaged, incorrect or misdescribed.

Depending on the circumstances and your statutory rights, we will offer an appropriate repair, replacement, price reduction or refund.

We ask customers to report visible delivery damage within 48 hours where reasonably possible so that we can raise the issue promptly with the courier. This request does not limit your statutory rights.

Faulty Goods and Your Statutory Rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Customers may have a short-term right to reject faulty goods within 30 days of receiving them. Other rights, including repair or replacement, may apply after this period.

Nothing in this policy limits or excludes those statutory rights.

Products That Cannot Be Returned for Change of Mind

Change-of-mind returns are not accepted for products that are made to order, personalised or customised to your specifications, except where the product is faulty, damaged, incorrect or not as described.

Furniture that has been assembled, used, or shows signs of wear may not be eligible for a change-of-mind return. Please contact us before requesting a return if your item has been assembled.

These exclusions do not affect your statutory rights.

Exchanges

We do not offer direct exchanges for change-of-mind returns.

If you would like a different product, size, colour or model, return the original product in accordance with this policy and place a new order separately.

Faulty or incorrect products may be replaced where appropriate.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. We do not charge a restocking fee.

Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or, where applicable, acceptable evidence that they have been sent back.

Your bank or payment provider may require additional time to show the refund in your account.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at contact@ergoheights.com.

We will try to stop the order, but cancellation cannot be guaranteed once processing or dispatch has begun. If the order has already been dispatched, the standard return process will apply.

Contact Us

Venture Cart Limited trading as Ergo Heights
124 City Road
London
EC1V 2NX
United Kingdom

Email: contact@ergoheights.com
Telephone: 0333 880 0523

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract. You do not have to use this form.)

To: Venture Cart Limited trading as Ergo Heights, 124 City Road, London, EC1V 2NX
Email: contact@ergoheights.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.