Effective date. 1 March 2026.
1. The starting point
Everything Movarix produces is made to your dimensions, your fabric and your detailing. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 expressly do not give a right to cancel made-to-measure goods once production has begun (regulation 28). Most other furniture brands rely on this rule too; we would rather state it openly than bury it in the small print.
2. Cancellation before production
If you change your mind before the workshop has started cutting timber or ordering fabric, you may cancel in writing for a full refund of your deposit, less the time we have already spent on drawings (charged at our published studio rate of £140 per hour). We will issue the refund within fourteen days of receiving your written cancellation.
3. If something is wrong on delivery
If a piece arrives with a defect, an incorrect dimension or a fabric inconsistency that exceeds mill tolerance, please flag it on the delivery sheet and email [email protected] within seven days, ideally with a photograph. Movarix will choose between repair, remake or — if neither is acceptable to you — a refund for the affected piece.
- Repair where the issue is cosmetic and can be addressed in your home or in our workshop.
- Remake where the issue is structural or where the dimensions need rework.
- Refund where neither of the above is acceptable to you, calculated against the value of the affected piece.
4. Damage in transit
White-glove delivery is performed by our own crew, so transit damage is rare. Where it does occur, please note it on the delivery sheet at the point of delivery; we collect the piece, repair or remake at no cost to you, and return it as soon as practicable. We do not ask you to file a claim with a third-party courier.
5. Frame guarantee claims
If a Movarix frame fails under domestic use, please email [email protected] with your build reference and a photograph. We will arrange collection at our cost, repair or replace the frame, and return the piece to you. The guarantee runs for the lifetime of the original purchaser; the cushions and fabric are not covered by the frame guarantee, but we do offer favourable refurbishment pricing for original Movarix clients.
6. Refund mechanics
Refunds are issued through the original payment route — to the card or bank account that paid the deposit and balance. Card refunds typically settle within five business days of issue; bank transfer refunds within three. We do not issue refunds in cash.
7. Trade and contract clients
Trade and contract orders are governed by their own purchase agreements. Where the agreement is silent, the principles set out above apply by default; in the event of conflict, the purchase agreement takes precedence.
8. Statutory rights
None of the above limits your statutory rights as a consumer under the Consumer Rights Act 2015. If a piece is not of satisfactory quality, fit for purpose, or as described, you have the rights to a repair, replacement, partial refund or — within the first 30 days — full refund. We deal with all such claims in good faith and do not require you to write to us in any specific form.
9. Talking to us
If something is amiss, please write before you escalate. Our project managers are authorised to settle most issues without requiring sign-off. The address again: [email protected] — or telephone +44 20 8175 4422 in office hours.