Cancel free before we start building. Here is exactly where that line falls.
Made-to-order furniture works differently from ordinary online shopping, and we would rather you knew precisely how before you order than discovered it afterwards.
Before production begins — cancel anything, get everything back
Whatever you have ordered, for any reason or none, you can cancel at any point before we begin building it. We refund every penny you have paid, deposit included — no deductions, no restocking fee, nothing withheld.
You will always know where the line is. We email you on the day your order enters production. Until that email arrives, cancelling is free. If you are not ready to commit, tell us and we will hold your order rather than start it.
To cancel, email info@abbusinessadvisory.com with your order reference. Refunds go back to the card you paid with, usually within 5–10 working days depending on your bank.
After production begins — your 30% deposit is not refundable
Once we start building, your 30% deposit becomes non-refundable. By that point your hides have been selected and cut to your specification, and the piece cannot be sold to anyone else.
You owe nothing further. If you cancel after production has begun we will not pursue you for the remaining 70%. You simply do not get the deposit back.
The legal position, plainly: regulation 28(1)(b) of the Consumer Contracts Regulations 2013 removes the usual 14-day right to change your mind for goods made to a customer's specification. Your leather, size, seat style and studs are exactly that. You are asked to acknowledge this at checkout before you can complete a made-to-order purchase — we do not slip it past you.
This does not apply where you are cancelling because of something we have got wrong, or because the goods are faulty or not as described. See below.
Items you can still return within 14 days
The made-to-order exemption is narrow, and it does not cover everything we sell. You keep the full 14-day right to change your mind on:
- an item at fixed standard specification where you made no configuration choices;
- a leather swatch, sample or other stock item;
- a gift card.
The 14 days run from the day you or someone you nominate takes physical possession. Email info@abbusinessadvisory.com within that period to cancel, then return the item in a resaleable condition. We refund within 14 days of getting it back, or of proof you have sent it.
If it arrives faulty, damaged or not as described
None of the above limits your rights here, and nor does anything else on this site. Under the Consumer Rights Act 2015 we will repair, replace or refund a faulty or misdescribed item at our cost, including collection.
What helps us fix it fastest:
- Inspect before you sign. If something is wrong, note it on the delivery note and tell the delivery team.
- Email us photographs the same day if you can. It speeds everything up — and it does not limit your rights if you only spot something later.
- Keep your delivery note. It is your proof of purchase and your guarantee record.
Every piece also carries our 10-year frame guarantee and 2-year manufacturing guarantee, which sit on top of your legal rights rather than replacing them.
Two practical things worth knowing before you order
Measure your access. Doorways, hallways, stairwells, lifts and turning space, against the dimensions on the product page. Frames are built and upholstered by hand, so allow up to 3cm either way. If you are at all unsure, send us your measurements and a photograph of the route and we will tell you honestly whether it will go in — we would much rather do that than deliver something that cannot get through the door.
If delivery has to be re-attempted because nobody is there or access fails, a flat £75 charge applies to each further attempt.
Lead time is 8–10 weeks. If anything is going to push your delivery materially beyond the window we gave you, we tell you as soon as we know rather than letting the date slide quietly. If we are ever unreasonably late you can treat that as a breach and cancel — that is your right under the Consumer Rights Act, and it is not something we would argue with you about.
How to start a cancellation or return
One email does it. Send info@abbusinessadvisory.com:
- your order reference (on your confirmation email);
- what you would like to happen — cancel, refund, repair or replace;
- photographs, if something is damaged or not as described.
We reply within one working day. You can also call +44 7849 539538 or message us on WhatsApp, but please follow up in writing so we both have a record.
This page is written to be read. The full and authoritative wording is section 8 of our Terms & Conditions — if the two ever appear to disagree, the terms apply and we would want to know about the discrepancy so we can fix this page.