Velvet Wave Sofa with Fringe

 

Returns, Refunds & Cancellations Policy

Last updated: 27th June 2026

Welcome to Hulmara. Every Hulmara piece is made to order, crafted individually, and built to the specification approved by you.

Because our furniture is not standard stock and cannot usually be restocked or resold once made, our cancellation and return terms differ from off-the-shelf furniture.

Please read this policy carefully before placing your order. This policy forms part of Hulmara’s Terms of Sale.

Nothing in this policy affects your statutory rights where an item arrives damaged, faulty, incorrect, or not as described.

1. Made-to-order furniture

Most Hulmara pieces are made to order and produced individually according to your approved specification.

This may include size, finish, material, configuration, upholstery, layout, proportions, detailing, or other specifications selected, requested, or approved by you.

Because each piece is made for your order, it cannot usually be returned or refunded for change of mind once approved for production.

2. Blueprint approval

After your order is placed, Hulmara may prepare a production blueprint, drawing, render, technical document, or written specification showing the final details of your piece.

This is sent to you for approval before production begins or before your order is released to the workshop.

You are responsible for checking the blueprint carefully, including dimensions, finish, configuration, proportions, orientation, access requirements, delivery details, and any other relevant details.

Approving the blueprint confirms your final specification and authorises Hulmara to begin the made-to-order production process.

3. Cancellations before blueprint approval

You may cancel your order free of charge at any time before approving your blueprint.

This includes the first 48 hours after placing your order, provided that blueprint approval has not yet been given.

If you cancel before blueprint approval, Hulmara will issue a full refund to your original payment method.

4. Cancellations after blueprint approval

Once you approve your blueprint, your order is released for made-to-order production.

After blueprint approval, cancellations are subject to a production preparation and cancellation charge of up to 30% of the order value.

This charge reflects the reasonable costs and losses Hulmara incurs once a made-to-order piece has been approved for production, including design work, blueprint preparation, technical specification, administration, reserved workshop capacity, reserved materials, supplier commitments, and loss of production opportunity.

The charge will not exceed 30% of the order value unless additional costs have been expressly agreed in writing.

Any balance remaining after the applicable cancellation charge will be refunded to your original payment method.

5. Once production is substantially underway

Once production is substantially underway, a made-to-order piece may no longer be cancellable for change of mind.

This includes circumstances where materials have been committed, components have been customised, finishing has begun, specialist work has been scheduled, or the item has been made in whole or in part to your approved specification.

This does not affect your statutory rights if your piece arrives damaged, faulty, incorrect, or not as described.

6. No change-of-mind returns for bespoke pieces

Made-to-order and bespoke goods that are made to your specification or clearly personalised are exempt from the standard 14-day cooling-off cancellation right.

This means Hulmara made-to-order furniture cannot be returned or refunded for change of mind once approved for production.

This does not affect your rights if your item arrives damaged, faulty, incorrect, or not as described.

7. Non-bespoke items

If Hulmara sells any non-bespoke, non-personalised, off-the-shelf item, different cancellation rights may apply.

For non-bespoke items only, consumers may have a 14-day cooling-off right under applicable consumer protection law.

This right does not apply to goods that are made to your specification, clearly personalised, or produced as bespoke made-to-order pieces.

8. Natural oak and handmade characteristics

Hulmara works with natural materials, including solid oak.

Natural variation in grain, colour, tone, knots, figure, texture, mineral streaks, medullary rays, and patterning is part of the material and is not a fault.

Solid wood may move slightly with temperature and humidity. Minor seasonal movement, expansion, contraction, and natural ageing of the finish are normal characteristics of solid wood furniture.

Handmade and hand-finished pieces may show minor variations from samples, swatches, renders, photographs, or previous pieces.

Finished dimensions may vary slightly from the stated dimensions, typically within ±5 mm, unless a different tolerance is expressly confirmed in writing.

This section does not excuse material defects, incorrect production, or products that are materially different from the approved specification.

9. Customer-approved specifications

Production is based on the final blueprint, written specification, invoice, or order confirmation approved by you.

If your piece is made according to the approved specification, Hulmara cannot accept a return or refund because you later decide that the approved size, finish, layout, configuration, proportions, or design are unsuitable.

If Hulmara manufactures something materially different from the approved specification, Hulmara will correct the issue at no cost to you.

10. Fit, access, and customer measurements

Before placing your order and before approving your blueprint, you must check that the item will fit both the intended space and the delivery route.

Please check doorways, staircases, lifts, corridors, ceiling height, room dimensions, turning space, building access, parking restrictions, and any other access limitations.

Hulmara cannot accept returns, cancellations, or refunds where an item does not fit because of incorrect customer measurements, unsuitable access, building restrictions, or a specification approved by the customer.

If you are unsure, please contact Hulmara before approving your blueprint.

11. Damage in transit

Please inspect your piece carefully on delivery.

If there is visible transit damage, please note it on the delivery paperwork where possible and contact us as soon as possible at contact@hulmara.com.

Please include your order number, clear photographs of the item, photographs of the packaging, and any delivery documents.

Reporting visible transit damage within 48 hours helps us resolve courier and insurance claims quickly. However, this does not affect your statutory rights if your item is damaged, faulty, incorrect, or not as described.

Please keep all packaging until the matter is resolved.

Every Hulmara piece may be photographed and/or filmed before dispatch so that both parties have a record of its condition when it left our workshop.

If your item has been damaged in transit, Hulmara will arrange an appropriate remedy at no cost to you. Depending on the circumstances, this may be repair, replacement part, full replacement, or refund, including approved return shipping costs where required.

12. Faulty, incorrect, or not as described items

Your statutory rights are not affected.

If your piece is faulty, not of satisfactory quality, incorrect, or not as described, please contact Hulmara as soon as possible at contact@hulmara.com.

Please include your order number, photographs, and a clear description of the issue.

Where a valid issue is confirmed, Hulmara will provide the remedy required by applicable law. This may include repair, replacement, price reduction, or refund, depending on the timing, nature, and seriousness of the issue.

For UK consumer orders, you have the right to reject faulty goods for a full refund within 30 days of delivery. After that period, Hulmara will normally have the opportunity to repair or replace the item first. If repair or replacement is not possible, unsuccessful, or cannot be provided within a reasonable time, you may be entitled to a further remedy in accordance with your statutory rights.

These rights apply to bespoke and made-to-order pieces.

13. What is not covered

Hulmara cannot accept responsibility for damage or issues caused by:

• accident, misuse, neglect, or improper care;
• exposure to excessive heat, moisture, dryness, sunlight, or humidity changes;
• use of unsuitable cleaning products;
• third-party handling, moving, storage, assembly, alteration, or installation;
• damage caused after delivery by contractors, installers, couriers appointed by the customer, or any other third party;
• normal wear and tear;
• natural movement, grain variation, colour variation, or other inherent characteristics of solid oak;
• incorrect measurements supplied or approved by the customer;
• unsuitable access or delivery restrictions;
• incorrect or incomplete delivery information.

This does not limit any liability that cannot legally be limited.

14. Failed or refused delivery

If delivery cannot be completed because no one is available, access is unsuitable, delivery is refused without valid reason, the delivery address is incorrect, or required information has not been provided, additional redelivery, return, storage, or handling charges may apply.

If an item is returned to Hulmara or held by a carrier because delivery failed for reasons outside Hulmara’s control, Hulmara may deduct reasonable costs before issuing any refund that may be due.

15. Incorrect shipping information

Please ensure that your shipping details are complete and accurate before placing your order.

Hulmara is not responsible for non-delivery, delays, storage fees, return fees, redelivery fees, customs issues, or additional shipping costs caused by incorrect, incomplete, or outdated shipping information provided by you.

16. Customs, import duties, and external delays

Where applicable, customers are responsible for import duties, taxes, customs fees, brokerage fees, handling fees, and local charges payable in the destination country, unless Hulmara expressly states otherwise in writing.

Customs inspections, port delays, import clearance, strikes, severe weather, carrier delays, force majeure, or other events outside Hulmara’s reasonable control may affect delivery times.

These circumstances do not automatically create a right to cancel or receive a refund, except where required by applicable law.

17. Non-arrival

If your order has not arrived within 90 days of the confirmed dispatch date, and the delay is not caused by incorrect shipping information, failed delivery attempts, customs delays, force majeure, or circumstances outside Hulmara’s reasonable control, you may choose either a full refund or a replacement shipment at no additional cost.

18. Return process for damaged, faulty, or incorrect items

To request a return or remedy for a damaged, faulty, or incorrect item:

1. Contact Hulmara at contact@hulmara.com with your order number.
2. Include clear photographs and a description of the issue.
3. Keep all packaging until the claim is resolved.
4. Wait for written return authorisation before sending anything back.

Please do not return any item without written authorisation. Unauthorised returns may not be accepted.

For confirmed damaged, faulty, or incorrect items, Hulmara will cover approved return shipping or arrange collection where required.

19. Refunds

Approved refunds are issued to the original payment method within 10 business days after the refund has been confirmed.

Your bank, card provider, or payment provider may take additional time to process and display the refund.

Where only part of an order is affected, any refund will usually apply only to the affected item or affected portion of the order, unless the issue affects the order as a whole.

Where cancellation charges, return charges, storage charges, redelivery charges, or other reasonable deductions apply under this policy, those amounts may be deducted before the refund is issued.

20. Instalments and refunds

Where an order has been paid by instalments, any approved refund will be calculated based on the total amount actually paid by you, less any applicable cancellation charge, deduction, or outstanding amount due under the Terms of Sale.

If an order is cancelled before the final balance is paid, Hulmara may deduct any applicable cancellation charge from the amounts already paid.

21. Exchanges

Because made-to-order pieces are produced to your approved specification, exchanges are not available for change of mind.

If your item is damaged, faulty, incorrect, or not as described, Hulmara will provide the appropriate remedy required by law.

22. Trade, commercial, and contract orders

Trade, interior design, commercial, hospitality, contract, bulk, and business-to-business orders may be governed by Hulmara’s Trade Terms or by the specific written agreement issued for that order.

Trade and commercial orders may have different cancellation, return, payment, delivery, warranty, and remedy terms from consumer orders.

23. Mandatory legal rights

Nothing in this policy limits, excludes, or reduces any rights that cannot legally be limited, excluded, or reduced.

Where mandatory consumer laws apply, those laws will take priority over any conflicting part of this policy.

24. Contact

For cancellation, return, refund, or delivery issues, please contact:

contact@hulmara.com

Please include your order number, full name, contact details, photographs where relevant, and a clear description of the issue.

Questions?

Our team is available 24/7. Contact us at contact@hulmara.com or call +44 7570 053 877. We are here to help — before, during, and after your purchase.