Returns & Refunds

Before anything is sent back

No item may be returned without our written approval. Anything sent back without an approved return reference cannot be accepted, cannot be refunded, and cannot be returned to you.

Every claim starts with an email to maburgstore@gmail.com. We reply within one business day.

Damaged or faulty items

If your item arrives damaged, or develops a manufacturing fault, we will put it right. Here is how it works:

Send photographs within 48 hours of delivery. Email your order number with clear photographs of the fault, of the whole item, and of the packaging it arrived in. We cannot assess a claim without them.
Our team evaluates. We review the photographs and come back to you within one business day, sometimes asking for an additional angle or a measurement.
We confirm the remedy in writing. Depending on what the photographs show, this will be a replacement part, a replacement item, or a refund.
If the item needs to come back, we tell you and provide the return address and instructions. In many cases it does not — a replacement cover, cushion or set of legs reaches you faster than exchanging a whole piece, and you keep the original.

Where a fault is confirmed, you pay no restocking fee.

Damage visible at delivery

If you can see damage to the cartons when the carrier arrives, note it on the delivery paperwork before the driver leaves and photograph it. This single step is what makes a freight claim succeed, and its absence is what makes one fail. Then email us within 48 hours.

Wrong item sent

If we send the wrong item, that is our error. Email us with photographs and your order number and we will confirm the correction in writing, at no cost to you and with no restocking fee.

Change of mind

We do not accept returns for change of mind. Where an item is as described and free of fault, it cannot be returned — including where it is no longer wanted, does not suit the room, or was ordered in the wrong size or colour.

Every piece we sell is a large item that ships by freight, and we would rather be honest about this before you order than after. So please:

Check the measurements on the product page against your room, and against the route into it — doorways, hallways, stairwells and lifts. A sofa that fits your room does not automatically fit the path to your room.
Read the materials listed on each page. They state what the piece is made of, not what it resembles.
Ask us anything before you order. Email or call and we will answer honestly, including telling you when a piece is not right for what you have described.

Cancellations

Orders are released to the warehouse immediately, which is what allows us to deliver in 5 to 10 business days. For that reason an order cannot be cancelled as a matter of course.

If you need to cancel, email us straight away. Where we are able to stop the order in time and approve the cancellation in writing, a 10% cancellation fee applies and the balance is refunded.

Once an item has left the warehouse it cannot be cancelled.

Where a return is approved

If we approve a return, these conditions apply and they decide whether it can be refunded:

Original packaging is required. An item that arrives without it cannot be refunded.
You arrange and pay for the shipping, unless we have told you otherwise in writing.
Large items must travel by a freight carrier, not a standard parcel service.
Insure the shipment for the price you paid and keep the tracking number.
Photograph the repacked item before it is collected, showing the sealed cartons from all sides. If it is damaged in transit, those photographs are what your carrier's claim depends on.

The item remains your responsibility until it reaches the address we give you. An item that arrives damaged cannot be refunded, and the claim is one you make with your carrier.

What we cannot accept

Anything sent back without written approval and a return reference
Change-of-mind returns, in any circumstances
Items returned without their original packaging
Items that have been assembled and used, or that show wear, marks or pet hair
Items damaged after delivery, or damaged in return transit
Claims raised more than 48 hours after delivery for transit damage
Anything sold as clearance or final sale, which is stated on the product page at the time of purchase

Access and undeliverable orders

Please measure your doorways, hallways, stairwells and lifts against the boxed dimensions on the product page before ordering. Where an item is refused at the door, or cannot be delivered because of access, the outbound and return freight costs are payable by you and are deducted from any refund.

Refunds

Where a refund is approved, we process it within 5 business days — from the date we confirm the remedy if no return is required, or from the date the item reaches our warehouse and has been checked if it is.

Refunds go to the original payment method. Funds typically take around 10 days to appear, depending on your bank.

We will always tell you in writing what was refunded and why.