Three Arrows Ltd

Returns & Refund Policy

Last updated: June 2026

Registered in England and Wales

 

 

1. Overview

At Three Arrows Ltd we want you to be completely satisfied with your purchase. If for any reason you are not happy, this policy explains your rights and how to return items to us.

This Returns & Refund Policy applies to all purchases made on our website and forms part of our Terms of Service. Your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.

 

2. Your Right to Cancel (14-Day Cooling Off Period)

As a consumer purchasing online, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason. This is known as the cooling off period.

2.1 How to Cancel

To cancel your order, you must notify us clearly in writing within 14 days of the date you received your goods. You can do this by:

•       Emailing us at threearrowsuk@gmail.com with your order number and the items you wish to return

•       Using the cancellation or returns form on our website

•       Writing to us at our registered address

We will acknowledge your cancellation request within 2 business days.

 

2.2 Returning Your Items

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Items must be:

•       Unused and in their original condition

•       In their original packaging with all tags, labels, and accessories included

•       Free from damage caused after delivery

•       Accompanied by your order number or proof of purchase

Please package items securely to avoid damage in transit. We recommend using a tracked and insured postal service as we cannot be responsible for items lost or damaged on the way back to us.

 

🛋️  FURNITURE: Furniture Returns — Additional Requirements

Furniture items have specific return conditions in addition to the above:

•       You must inspect your furniture on delivery and note any visible damage on the courier's paperwork before they leave. Damage reported after the courier has departed may not be claimable.

•       Flat-pack furniture that has been fully or partially assembled cannot be returned as a change of mind return, as it can no longer be considered unused or in its original condition.

•       All original packaging, fixings, screws, bolts, and assembly instructions must be included for a return to be accepted.

•       You must contact us before sending furniture back. We will arrange a collection — do not send furniture back independently without authorisation.

 

3. Return Postage Costs

Customers are responsible for all return postage costs unless the item received was faulty, damaged, or incorrectly supplied.

We do not provide prepaid return labels for change of mind returns. You may use any postal or courier service of your choice. We recommend:

•       Using a tracked service so you can monitor the return

•       Retaining your proof of postage until your refund has been confirmed

•       Insuring the parcel if the item is of high value

Original outbound delivery charges will be refunded only if the entire order is cancelled. If you are returning part of an order, the original delivery charge will not be refunded.

 

🛋️  FURNITURE: Furniture Return Collection

Due to the size and weight of furniture items, standard postal services cannot be used for returns. The following applies:

•       We will arrange a specialist courier or 2-man team collection for furniture returns. This service incurs a collection fee, which will be deducted from your refund.

•       Collection fees are typically £30–£80 depending on the size and weight of the item and your location. The exact fee will be confirmed when you request your return.

•       If the furniture is being returned due to a fault, damage in transit, or incorrect item, we will cover the cost of collection in full.

•       You must make the item available on the agreed collection date. If you miss a collection without prior notice, a redelivery/rebooking fee may apply.

 

4. Refunds

4.1 Refund Method

All approved refunds will be credited back to your original payment method only. We do not offer cash refunds or refunds to a different card or account than the one used for the original purchase.

4.2 Refund Timeframe

Once we have received and inspected your returned items, we will notify you by email whether your refund has been approved or rejected. If approved, your refund will be processed within 14 days of approval.

Please note that once we process the refund, your bank or card provider may take additional time to credit your account. This is outside our control and typically takes 3 to 5 business days depending on your bank.

4.3 Partial Refunds

A partial refund may be issued in the following circumstances:

•       Items returned in a condition that is not fully unused or not in original packaging

•       Items with signs of use, damage, or missing accessories

•       Partial orders returned where only some items qualify for a refund

•       Furniture returned missing components, fixings, or original packaging

•       Where a furniture collection fee applies and is deducted from the refund amount

We will always contact you before issuing a partial refund to explain our decision.

4.4 Rejected Returns

We reserve the right to reject a return and send items back to you at your expense if:

•       The item does not meet our return condition requirements

•       The return is received outside the 14-day return window without prior agreement

•       The item is on our non-returnable list (see Section 6)

•       There is evidence of misuse, deliberate damage, or tampering

•       Furniture has been assembled and the return is a change of mind

 

5. Exchanges

We are happy to offer exchanges on eligible items subject to stock availability. If you would like to exchange an item for a different size, colour, or product, please follow these steps:

•       Contact us within 14 days of receiving your order to request an exchange

•       Confirm the item you would like in exchange and we will check availability

•       Return the original item to us in unused condition in original packaging

•       Once we receive and inspect the returned item, we will dispatch your exchange

If the exchange item has a higher value than the returned item, you will be asked to pay the difference before dispatch. If the exchange item has a lower value, we will refund the difference to your original payment method.

Please note that you are responsible for return postage when sending items back for exchange. We will cover the cost of sending the exchange item out to you on the first exchange per order.

 

🛋️  FURNITURE: Furniture exchanges are subject to availability and must be agreed in advance. Collection and redelivery of furniture for exchange purposes may incur additional charges, which will be confirmed before you commit to the exchange.

 

6. Non-Returnable Items

The following items cannot be returned or exchanged unless they are faulty or not as described:

•       Perishable goods including food, beverages, and organic products

•       Personalised, custom-made, or monogrammed items

•       Sealed beauty, skincare, or hygiene products that have been opened or used

•       Earrings and pierced jewellery for hygiene reasons

•       Items that have been used, washed, worn, or altered after delivery

•       Downloadable or digital products once accessed

•       Items purchased as part of a final sale or clearly marked as non-returnable at time of purchase

•       Flat-pack furniture that has been fully or partially assembled

•       Mattresses and mattress toppers that have been removed from sealed packaging

•       Custom or made-to-order upholstered furniture

If you are unsure whether an item is returnable before purchasing, please contact us and we will be happy to advise.

 

7. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not as described, you have enhanced rights under the Consumer Rights Act 2015. Please contact us as soon as possible and no later than 30 days from receipt.

7.1 Within 30 Days of Purchase

You are entitled to a full refund if the item is faulty or not as described within the first 30 days. We will also cover the cost of return postage in this case.

7.2 Between 30 Days and 6 Months

After 30 days and up to 6 months from purchase, we will offer a repair or replacement in the first instance. If the repair or replacement is not possible or fails, you are entitled to a full or partial refund.

7.3 After 6 Months

After 6 months from purchase, the burden of proof shifts. You may need to demonstrate that the fault was present at the time of purchase. We will assess each case individually and fairly.

7.4 How to Report a Fault

To report a faulty, damaged, or incorrect item please:

•       Email us at threearrowsuk@gmail.com with your order number

•       Include a clear description of the fault or issue

•       Attach photographs showing the damage or fault clearly

•       We will respond within 2 business days with instructions on how to proceed

Do not return faulty items before contacting us as we may be able to resolve the issue without requiring a return.

 

🛋️  FURNITURE: Furniture Damage on Delivery

Furniture damage must be handled carefully on arrival:

•       Inspect all furniture carefully before signing the courier's delivery note. If you notice any damage, write 'damaged' on the delivery paperwork before the driver leaves.

•       If significant damage is found, you have the right to refuse delivery. Please contact us immediately if you do so.

•       Photograph any damage as soon as it is discovered, ideally before moving the item.

•       For minor damage such as a broken leg, loose fitting, or small scuff, we will aim to resolve the issue by sending a replacement part rather than arranging a full return, where possible.

•       Report delivery damage to us within 48 hours of receipt. Damage reported after this window may be more difficult to claim against the courier.

 

8. Sale and Discounted Items

Items purchased in a sale or at a discounted price are subject to the same returns policy as full price items unless they are clearly marked as final sale or non-returnable at the time of purchase. Discount codes and promotional offers do not affect your statutory rights.

Refunds on discounted items will be issued at the price paid at the time of purchase, not the original full price.

 

9. Business Customer Returns

Business customers purchasing for trade or commercial purposes do not benefit from the 14-day consumer cooling off period under the Consumer Contracts Regulations 2013.

Returns for business purchases are subject to agreement at the time of sale. Faulty goods supplied to business customers will be assessed in accordance with the Sale of Goods Act 1979 as amended. Please contact us to discuss your requirements.

 

10. How to Make a Return — Step by Step

•       Step 1 — Contact us within 14 days of receiving your order at threearrowsuk@gmail.com with your order number and the items you wish to return

•       Step 2 — Wait for our confirmation email with return instructions and our return address (or collection details for furniture)

•       Step 3 — Pack your items securely in their original packaging with all accessories and tags

•       Step 4 — For standard items: send the parcel using a tracked postal service and retain your proof of postage. For furniture: ensure the item is ready for our arranged collection

•       Step 5 — Email us your tracking number (standard items) or confirm collection is booked (furniture)

•       Step 6 — Once received and inspected we will email you to confirm approval

•       Step 7 — Your refund or exchange will be processed within 14 days of approval

 

11. Contact Us

If you have any questions about our Returns & Refund Policy or need help with a return, please get in touch:

•       Email: threearrowsuk@gmail.com

•       Address: B5, 5 Corporation Rd, Leicester LE4 5PW

•       Website: threearrows.co.uk

•       Response time: Within 2 business days

We are committed to resolving all returns and refund queries quickly and fairly. Your satisfaction is important to us.