Refund policy

Refunds and Cancellations Policy
Your rights to cancel are protected under the Consumer Contracts Regulations 2013.

You have 14 calendar days from the day you receive your goods to cancel your order and request a refund. If you choose to cancel, you must inform us in writing within this period. To initiate a return, please contact us in writing at hello@galleryfoxvalley.co.uk before sending any items back.

To receive a full refund, goods must be returned in their original condition and packaging unless they were received faulty or not as described. We will refund the cost of the goods and the standard outbound delivery charge within 14 days of receiving the returned items or evidence that they have been sent back.

Please note that some items may be exempt from cancellation rights under the Consumer Contracts Regulations (for example, bespoke or made-to-order products). Where this applies, it will be clearly stated on the relevant product page.

Off-the-Shelf Stock Items

Under the Consumer Contracts Regulations 2013, if you purchase standard stock items online or by telephone, you have the legal right to cancel your order and receive a full refund.

If you decide to cancel after the goods have been dispatched, you must notify us in writing within 14 calendar days of receiving the products. You then have a further 14 calendar days to return the goods to us.

Returned items must be in their original, unused and re-saleable condition, with all packaging intact. You are responsible for ensuring the goods are returned to us safely, and you will need to cover the cost of returning the items unless they are faulty or not as described.

Upon receipt, the goods will be inspected. Provided they are in suitable condition, we will issue a full refund of the purchase price, including the cost of standard outbound delivery and any agreed collection fees. If returned items show signs of use or diminished value, we may apply a reasonable deduction from your refund in line with consumer law.

If you wish to cancel your order prior to delivery, please email hello@galleryfoxvalley.co.uk to inform us.
Bespoke or Made-to-Order Items

Bespoke or made-to-order products are items manufactured or customised specifically to your requirements. Examples include sofas, upholstered furniture, or any products described as “Bespoke” in the product description or where a specific lead time is quoted.

These items are exempt from cancellation rights under the Consumer Contracts Regulations 2013. This means they cannot be returned or exchanged unless they are faulty or not as described.

Orders for bespoke items cannot be cancelled once placed, either before or after delivery, as production will have commenced. While we are not legally obliged to accept returns of bespoke goods, we may agree to do so at our discretion. If agreed, this will be subject to a 35% restocking fee to cover costs incurred. Refunds, where applicable, will be made using the same payment method as the original transaction.
Damaged or Faulty Items

If an item arrives damaged or develops a fault, you must notify us in writing within 30 days of receipt. Faulty items must be returned to us within this period for a full refund.

Where a product is confirmed as faulty, we will cover the return delivery cost or arrange collection at no extra charge. Until the goods are received back into our warehouse, they remain your responsibility, so please ensure they are stored securely and protected from further damage.

Many of our products are made using natural materials such as wood, slate, granite, and marble. Natural variations in grain, colour, or finish are to be expected and are not classed as faults. Such variations do not constitute grounds for return.

Refunds will be issued to the original payment method. Standard outbound delivery charges are refunded where required by law. We are unable to issue refunds to alternative accounts. If we are unable to supply an ordered item and a refund is made, we accept no liability for any consequential loss. Your statutory rights are not affected.
Processing Your Refund

Once returned goods are received, they will be inspected and processed within 24 hours. Refunds are processed within 14 days of receiving the returned goods or proof of return. Your bank or card issuer may take additional time to credit the funds, which is outside of our control.

An automated email will be sent once your refund has been issued. Please note that the time taken for funds to appear is dependent on your card issuer and outside of our control.

These policies apply to purchases made from Gallery Fox Valley, operated by Shackletons Gallery Limited.

Returns Address

All returns should be sent to:

Gallery Fox Valley
Fox Valley Way
Stocksbridge
Sheffield
S36 2AB

For any queries, please contact us on 0114 303 7282 or email hello@galleryfoxvalley.co.uk.

Gallery Fox Valley is operated by Shackletons Gallery Limited.
Company Registration Number: 16942985.
Registered in England & Wales.
Registered Office: Fox Valley Way, Stocksbridge, Sheffield, United Kingdom, S36 2AB.