Cancellation and Returns Policy

Cancellations – Items from Stock

If you change your mind after placing an order that’s in stock, you can cancel it at any time before delivery. All you need to do is let us know as soon as possible. Please contact us by calling 01538 398 488 or by email to [email protected]This cancellation procedure also applies to ‘Click & Collect’ items.

Cancellations and Refunds – Bespoke Items, Made to Order and Special Orders

If the item(s) you ordered was not from stock, it’s likely we will have began to manufacture them for you. Therefore, these items are not subject to the Consumer Contracts Regulations. In this instance, cancellation and refund requests are at the discretion of Breeze House Designs Ltd and we may have to pass on any reasonable costs accrued by the company. (If your order is bespoke or made to order you may be required to pay up to 50% of your total order value to cover costs accrued by the company).

Returns – Items from Stock

The following returns policy is applicable to website and telephone orders only (for in showroom or show purchases please speak to a member of our sales team). In compliance with the Consumer Contracts Regulations you have a cooling off period, during which time you can cancel your order with us. The cooling off period starts from the moment your place your order and up to 14 days from the day you receive your goods. Your cancellation must be sent to us within these 14 days in writing either by letter or email.

If the goods are returned for any other reason than being defective, you will be required to arrange and pay for the cost of returning the goods to us. Alternatively, we will collect the goods and reserve the right to charge you the cost of collection.

The product must be in its delivered form and must not have been tampered with in anyway. Where applicable it is advised that you use the original packaging to protect the product for its return journey. Once with us, the product will be inspected to ensure the product has not been tampered with or damaged. Once we are happy with the condition of the item, we will refund you using the same method as your original payment (where possible).

Returns and Refunds – Bespoke Items, Made to Order and Special Orders

If the items ordered are categorised as ‘bespoke’, ‘made to order’ or ‘special’, we will have manufactured your items especially for you to your required specification and therefore, the item(s) is not subject to the Consumer Contracts Regulations. These items are non-returnable and cannot be refunded. This does not affect your statutory rights.


If you are not entirely satisfied with your purchase, please contact our Customer Services team by calling 01538 398 488 or by email to [email protected]. We will do our best to help resolve any issues that you have as quickly as possible. Read our Complaints Procedure for more details.