At B&M Sales Store, we take pride in offering quality home furnishings from stylish 100x150cm rugs to functional children’s furniture. While we carefully inspect every item before dispatch, we understand that sometimes a return or exchange may be necessary.

Our Return Policy

You may return most items within 15 days of delivery for a refund or exchange. To be eligible for return, items must be:

  • In original, unused condition with all tags attached
  • In the original packaging (especially important for fragile items like curtain poles or bathroom furniture)
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Mattress protectors
  • Duvets
  • Fitted sheets
  • Custom-made curtains & curtain poles
  • Any opened bedding products

Note: This policy doesn’t affect your statutory rights for faulty goods.

How to Initiate a Return or Exchange

Follow these simple steps to return your rugs, furniture, or accessories:

  1. Contact our team within 15 days of delivery by emailing [email protected] with your order number and reason for return
  2. Complete the return request form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item securely using the original packaging (for furniture items, ensure all parts are included)
  5. Ship the item back using a trackable service (you’re responsible for return shipping costs unless the item is faulty)

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear B&M Sales Store Team, I would like to request a return/exchange for my recent purchase: Order Number: [Insert] Date of Delivery: [Insert] Item(s) to Return: [Product Name & Size, e.g., “110x160cm Rug”] Reason for Return: [Please specify] Please advise on the next steps for returning this item. Best regards, [Your Full Name] [Your Contact Number]

Refund Process

Once we receive and inspect your return:

  • Refund timing: 5-10 business days after we receive your return
  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping costs are non-refundable (except for faulty items)

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the standard return process above
  2. Specify your desired exchange item in your return request
  3. We’ll process your exchange once we receive the original item
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Faulty Items

If your furniture, rugs, or accessories arrive damaged:

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange a free return and replacement/refund

Important Notes

  • International returns (outside UK/EEA) may be subject to customs fees
  • Large furniture items may require special return arrangements
  • We recommend keeping tracking information for your return shipment

For any questions about our returns policy, don’t hesitate to contact our Cambridge-based team at [email protected].

Last Updated: [Insert Date]