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Returns Policy

Returns Policy

We've made our online ordering simple and our online returns policy equally simple. You can place your order now with complete peace of mind.

After delivery of "from stock" online orders, you have 14 days to inspect your choice. During the 14 days, you can request a swap, or notify us of a return by many easy methods.

NB: Please do not assemble goods if you plan to return them. We cannot accept returns of pre-assembled items.

Returns Policy

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Returns Information

At Back In Action, we strive to make online shopping simple and stress-free, and our returns process is just as easy. Rest assured; for any in-stock item ordered online you have 14 days after delivery to inspect your purchase. If you're not completely satisfied, you can exchange or return the item. Just follow these simple steps.

Returns Policy

At Back In Action, we strive to make online shopping simple and stress-free, and our returns process is just as easy. Rest assured; for any in-stock item ordered online you have 14 days after delivery to inspect your purchase.

If you're not completely satisfied, you may be able to exchange or return the item. Just follow these simple steps & and check the “important information” section below.

How to Return or Exchange:

  1. Notify Us Within 14 Days: Contact us through any of our convenient communication channels (24/7 online messaging, in-store or phone) to inform us about your return or exchange. We’ll provide you with a reference number and return instructions.
  2. Return the Items: Ship your items back to the provided address, using the reference number. Please ensure the items are in their original, undamaged packaging with any protective materials. We recommend insuring the return shipment, as we cannot be responsible for any damage incurred during return shipping.
  3. Refund Processing: Once we receive the items in “as-new” condition, we’ll process your refund within 7 working days - faster than most companies!

Important Information:

  • Some items are excluded from returns due to hygiene and safety reasons (e.g., pillows, sheets, mattresses). These must be unopened in their original, sealed packaging to be eligible for return.
  • If products are returned damaged, missing packaging, or assembled, a refund may not be possible, and reasonable charges will apply.
  • If you choose to keep items with a total value over £100, you'll still qualify for free delivery on the order.

NB: All items can be viewed and tested in our welcoming stores where you can also get free posture advice and see and feel the fabric options for yourself. Call us any time Tuesday - Saturday on 0207 935 9120.

Please Note:

Once assembled, many products cannot be disassembled and resold as new. Therefore, assembling an item may void your return eligibility. If you think you may want to return an item, contact us prior to assembly.

Made To Order Returns

We hold in stock more than 1.5m worth of items to ensure super-fast delivery on all our most popular items. In addition to these items, many of our products (including recliners, dining chairs, and office furniture) can be made to your specifications. Special orders include those items where wood, fabric, colour, finish, and size can be specified and where there is no indication that an item is 'In Stock'. Once options have been chosen on non-stock items, and manufacturing has commenced, these items are not able to be canceled.

If you prefer to order from stock (where the above 14 days returns policy applies for online orders) simply look for the 'In Stock' message on our website or give us a call to chat through the options.

It should be assumed that any item that is not described as "in stock" and/or has a lead time of more than 3 weeks, will be a special order unless agreed otherwise in writing. Such orders cannot be canceled after manufacturing has started.
To ensure you the very best delivery timescale we run a tight ship, so manufacturing usually commences as early as 24 - 72 hours after your order is placed. Delivery times will be discussed but will not be considered 'of the essence' as unexpected delays can occur in manufacturing.

Mattresses and Pillows

Mattresses are sealed for hygiene reasons so they are non-returnable once the packaging is opened. This is with the exception of those items where we offer a 60 Night Trial, see: BIA Mattress
Pillows are personal items so they are not eligible for return once they have been removed from the packaging and or used.

Damaged on Delivery

Such damage is rare but when it occurs we believe we are the very best at responding.

If your items are damaged when they arrive we will, of course, remedy it without delay.

For courier and Royal Mail deliveries please notify us within 48 hours, so we can make a claim with the delivery company. We will then organise an exchange free of charge.

For two-person deliveries please inspect the goods on delivery and bring anything of concern to the driver's attention. Feel free to call us while they are there if you prefer.

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