Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition as received

  • Unused and unworn

  • With original tags attached

  • In the original packaging

  • Accompanied by proof of purchase or receipt

How to Start a Return

To start a return, please contact us at:
📧 aftercare@pioneerfurnitureuk.com

If your return is accepted, we’ll provide:

  • A return shipping label

  • Clear instructions on how and where to send your item

⚠️ Items sent back without prior return approval will not be accepted.

For any return-related questions, you can always reach us at:
📧 aftercare@pioneerfurnitureuk.com

Damages and Issues

Please inspect your order upon delivery. If your item is:

  • Defective

  • Damaged

  • Incorrect

Contact us immediately at aftercare@pioneerfurnitureuk.com so we can assess the issue and resolve it promptly.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Bespoke or made-to-order furniture

  • Custom or personalised products

  • Sale items

If you’re unsure whether your item qualifies, please contact us before purchasing.

Exchanges

The fastest way to receive a different item is to:

  1. Return your original item (once approved), and

  2. Place a new order separately

Replacement Parts

If you require a replacement part, please email:
📧 aftercare@pioneerfurnitureuk.com

Include:

  • Clear photos or videos of the issue

  • Your order details

Once received, our aftercare team will assist you with the most convenient solution.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason.

Returned items must:

  • Be unused

  • Include original packaging and tags

  • Include proof of purchase

Refunds

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

If approved:

  • Refunds are issued to the original payment method

  • Processing times depend on your bank or card provider

If you have not received your refund within a reasonable time after approval, please contact:
📧 aftercare@pioneerfurnitureuk.com