Standard wallpaper rolls
Eligible standard wallpaper rolls bought at a distance are subject to the normal statutory cancellation rules. Please keep rolls unopened and in good condition where possible while deciding whether to return them.
1 · Start a return
Please contact us before sending anything back
Email info@tm-interiors.co.uk with your name, order number, the item you wish to return and the reason for the return. If the item is faulty, damaged or incorrect, please include photographs where possible.
Step 01
Contact us
Tell us what you want to return and quote your order number.
Step 02
Wait for instructions
We will confirm the appropriate return route, particularly for supplier-direct and large items.
Step 03
Package securely
Use suitable protective packaging and include enough information for us to identify your order.
2 · Online, telephone & email orders
Change-of-mind cancellation for eligible goods
If you are a consumer who bought eligible goods online, by telephone or by email, you normally have 14 days after receiving the goods to tell us that you wish to cancel. You then normally have a further 14 days to return the goods.
You do not need to give a reason for exercising a statutory cancellation right. Some categories of goods are excluded from the change-of-mind right, including certain goods made to your specifications or clearly personalised.
For products bought in person at our premises, there is no automatic statutory right to return an item simply because you have changed your mind. Please contact us and we will tell you whether a goodwill or supplier-approved return is available.
Your statutory rights are not affected. Nothing on this page limits rights that cannot lawfully be excluded.
3 · Bespoke products
Made-to-measure & personalised items
Products made specifically to your measurements, specification or chosen combination of options can fall outside the statutory change-of-mind cancellation right. This may include made-to-measure curtains, Roman blinds, headboards, cushions and other bespoke furnishings.
Once materials have been ordered, cut or production has begun, cancellation or changes may no longer be possible. If you contact us before production starts, we will tell you whether a change or cancellation can still be accommodated and whether any supplier or workroom costs have already been incurred.
This bespoke exception does not remove your rights if an item is faulty, not as described or otherwise fails to meet the standards required by consumer law.
4 · Fabric & trimmings
Cut-to-order lengths
Fabric, trimmings and similar materials are commonly supplied as a length cut specifically for the quantity ordered. Depending on the nature of the product and how it has been supplied, a cut-to-order item may fall within the statutory exception for goods made to the consumer's specifications.
Where the statutory change-of-mind right does not apply, we may still be able to ask the manufacturer or supplier whether they will accept the material back as a discretionary return. Any such return is subject to the supplier's approval and may be subject to a handling or restocking charge, which we will confirm before you send the goods back.
Please do not return fabric or trimmings without prior authorisation, as the supplier may require the goods to be sent to a specific location or may refuse an unauthorised return.
We strongly recommend ordering a sample before purchasing a significant quantity and checking your measurements carefully. See our Sample Service for current sample information.
5 · Wallpaper & paint
Standard rolls, cut wallcoverings & mixed paint
Cut-to-length wallcoverings
Wallcoverings supplied in a length cut to your requested measurement may be treated differently from standard rolls. Where the statutory bespoke/specification exception applies, a change-of-mind return is not available.
Paint mixed to order
Paint tinted or mixed specifically to your chosen colour or specification can fall outside the statutory change-of-mind cancellation right.
Unused surplus wallpaper
If you have unopened rolls left after completing a project, contact us. In some cases a manufacturer may agree to take surplus stock back, but this is discretionary and can be subject to minimum quantities, batch requirements or handling charges.
Because wallpaper batches can vary, we recommend calculating requirements carefully and ordering enough from the same batch. If you discover a suspected manufacturing fault while hanging, stop work as soon as the issue becomes apparent and contact us.
6 · Other goods
Rugs, furniture, lighting & accessories
Standard eligible goods bought at a distance, including many rugs, accessories, furniture and lighting products, are subject to the normal statutory cancellation rules unless a specific legal exception applies.
Large or fragile products may need a specialist return method. Contact us before arranging transport so we can confirm the appropriate return address and any collection option that may be available.
If you are responsible for the return cost, we can sometimes arrange a courier collection and quote the charge before booking it.
7 · Problems with an order
Faulty, damaged, misdescribed or incorrect goods
Consumer goods must meet the standards required by law. If an item is faulty, not as described, does not do what it is supposed to do, arrives damaged or we have supplied the wrong item, please contact us promptly.
For qualifying faulty goods, consumers normally have a short-term right to reject within 30 days. After that period, rights can include repair or replacement and, where the legal conditions are met, a price reduction or final right to reject.
If a fault becomes apparent within the first six months, consumer law can place the burden on the retailer to show that the goods were not faulty when supplied, subject to the circumstances and applicable rules.
For wallpaper, fabric and other materials installed or cut on site, please stop work when a suspected defect becomes apparent where reasonably possible and contact us before using more material. This helps us investigate the issue and avoid unnecessary additional loss; it does not remove your statutory rights.
Where goods are faulty, damaged or incorrectly supplied and you are entitled to a remedy, we will arrange the appropriate return/replacement process and bear reasonable return costs where required by law.
8 · Returning goods
Condition, packaging & return postage
If you are returning goods following a change of mind, you may inspect and handle them to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to the way you could inspect an item in a shop.
Please take reasonable care of the goods and package them securely. Original packaging is helpful and should be used where practical, particularly for fragile products, but statutory cancellation rights are not made dependent solely on the presence of original packaging.
If goods have been handled beyond what is reasonably necessary and their value has been reduced, we may be entitled to make an appropriate deduction from the refund where the law permits.
For a standard change-of-mind return, the customer is normally responsible for the direct cost of returning the goods where this has been disclosed. For faulty or incorrectly supplied goods, different rules apply.
We recommend using an insured, trackable service appropriate to the size and value of the item.
9 · Refunds
When & how we refund
Where you exercise a statutory cancellation right, we will make the refund within the applicable legal period, normally no later than 14 days after we receive the returned goods or, where applicable, evidence that they have been sent back.
Where required, the refund will include the cost of our standard outbound delivery option. If you chose a more expensive delivery service, the additional premium above the standard delivery cost does not normally have to be refunded.
Refunds are normally made using the same payment method used for the original transaction unless another method is agreed and permitted. Banking and payment-provider processing times can affect when the funds appear in your account.
10 · International orders
Returns from outside the UK
International return rights can depend on the customer's location, the type of product and the law applicable to the sale. Contact us before returning an international order so that we can confirm the appropriate route.
Customs duties, import taxes and clearance fees charged by a destination country are generally administered by the relevant customs or tax authority. Where such charges were paid directly by you, any reclaim may need to be made to that authority.
This section does not reduce any mandatory consumer rights that apply to your purchase.
11 · Returns address
Where authorised returns should be sent
TM Interiors Limited
Millisle House
41 Culley Court
Bakewell Road
Orton Southgate
Peterborough
PE2 6XD
Email: info@tm-interiors.co.uk
Telephone: 01733 230499
Please contact us before returning goods. Some supplier-direct, oversized or specialist products may need to be returned to a different address.
12 · Quick answers
Returns FAQs
How long do I have to change my mind about an online order?
For eligible distance-sale goods, you normally have 14 days after receiving the goods to notify us that you wish to cancel, followed by another 14 days to return them.
Can I return made-to-measure curtains, blinds or cushions?
Products made specifically to your measurements or specification can be excluded from the statutory change-of-mind right. Faulty or misdescribed bespoke goods remain subject to your statutory rights.
Can I return fabric cut to the length I ordered?
Cut-to-order material may fall within the exception for goods made to a customer's specifications. Where a statutory change-of-mind return is unavailable, we can sometimes ask the supplier whether it will accept the fabric back on a discretionary basis, potentially subject to a handling charge.
Do I have to pay the return postage?
For an eligible change-of-mind return, you are normally responsible for the direct return cost where this has been disclosed. If the goods are faulty, damaged or incorrectly supplied, we will follow the applicable legal requirements for return costs.
What if my wallpaper or fabric appears faulty?
Stop using or installing more material when the suspected issue becomes apparent where reasonably possible and contact us with your order details and photographs. This helps us investigate with the manufacturer without affecting your statutory rights.
