CANCEL AND RETURN POLICY

Cancellation and Return Policy

Last updated: 2 September 2026

Our commitment

At MyFaktory, we want you to shop for furniture, lighting and home décor with confidence. This Cancellation and Return Policy explains how to cancel an order, exercise your statutory right of withdrawal, return a product and request a refund.

Nothing in this policy limits or excludes any mandatory consumer rights available under the law applicable to your purchase.

Who this policy applies to

This policy applies primarily to customers purchasing products as consumers. A consumer is an individual acting for purposes outside their trade, business, craft or profession.

Orders placed for business or professional purposes may be subject to separate commercial terms, unless mandatory law provides otherwise.

Right of withdrawal

If you are a consumer and applicable consumer law provides a statutory right of withdrawal, you may withdraw from your online purchase within 14 calendar days from the date you receive the goods, without having to provide a reason.

If a single order contains several products delivered separately, the withdrawal period generally begins when you, or a person designated by you other than the carrier, receives the final product covered by the order.

To exercise this right, you must notify MyFaktory of your decision before the applicable withdrawal period expires. You may:

Submit a return request through your customer account;
Contact us through our Contact page.

Your request should clearly state that you wish to withdraw from the purchase and should include your name, order number and the product or products you wish to return.

You may use the model withdrawal form provided at the end of this policy, although its use is not compulsory.

Returning products after withdrawal

After notifying us of your decision to withdraw, you must send the goods back within 14 calendar days, unless MyFaktory has agreed to collect them.

Our Customer Service team will provide the return instructions and the correct return address. Products must not be sent to the company’s registered office unless Customer Service has expressly instructed you to do so.

To help us process your furniture or home décor return efficiently:

Submit your return request within the applicable withdrawal period.
Wait for the return instructions and return address.
Pack the product carefully, including all parts and accessories.
Send the product within the applicable return period.
Keep the shipping receipt and tracking information until the return and refund have been completed.

Unauthorised returns or products sent to an incorrect address may experience processing delays.

Exceptions to the right of withdrawal

The statutory right of withdrawal may not apply to goods that:

Have been manufactured according to the customer’s individual specifications;
Have been clearly personalised; or
Are otherwise legally excluded from the right of withdrawal under applicable consumer law.

A product is not automatically excluded simply because it is described as “made to order”. The exception will apply only when the product meets the relevant legal requirements, for example when it has been manufactured according to individual specifications or clearly personalised for the customer.

Where an exception applies, this will be communicated clearly before purchase whenever required by law.

Condition of returned products

Customers may inspect a product in the same way they reasonably could in a physical shop to establish its nature, characteristics and functioning.

Returned furniture, lighting, rugs, decorative items and home accessories should be:

Complete and accompanied by all components;
Returned with their accessories, assembly parts and documentation;
Properly protected for transport; and
Returned in the original packaging where reasonably possible.

The absence of the original packaging does not automatically remove a statutory right of withdrawal. However, suitable protective packaging must be used to prevent damage during transport.

Where permitted by applicable law, the customer may be responsible for any diminished value caused by handling beyond what was necessary to establish the product’s nature, characteristics and functioning. This may include damage, stains, scratches, signs of prolonged use, incomplete parts or incorrect disassembly.

Any deduction will be based on the actual loss in value and will not be an arbitrary percentage or automatic cancellation penalty.

Return shipping costs

When exercising a statutory right of withdrawal, the customer may be responsible for the direct cost of returning the goods, provided this responsibility was clearly communicated before purchase and is permitted by applicable law.

Because furniture and other bulky products cannot always be returned by standard postal services, return shipping costs may depend on the product’s dimensions, weight, collection address and destination.

Where available, MyFaktory may offer to arrange collection through one of its transport partners. The exact collection cost will be communicated before the service is confirmed. If the customer accepts the collection service, the agreed amount may be deducted from the refund where legally permitted.

Customers who arrange their own return should use a suitable, trackable transport service and package the products securely.

MyFaktory will bear the appropriate return or collection costs when a product is defective, damaged on delivery, incorrect or otherwise does not conform to the order, where required by applicable law.

Refunds

Where a statutory right of withdrawal applies, MyFaktory will reimburse the eligible payments received for the returned products, including the cost of the least expensive standard delivery option offered for the original order.

Additional delivery costs resulting from the customer selecting a premium or more expensive delivery method are not refundable beyond the cost of standard delivery, where permitted by law.

Refunds will be processed within the period required by applicable consumer law and normally using the same payment method used for the original transaction, unless another method has been expressly agreed.

Where permitted by law, MyFaktory may withhold reimbursement until:

The returned goods have been received; or
The customer provides sufficient evidence that the goods have been sent back,

whichever occurs first.

Once received, returned products may be inspected to verify their condition, completeness and conformity with the return request.

There are no arbitrary percentage deductions from refunds. A deduction will only be made where permitted by applicable law, such as:

An agreed direct collection or return cost payable by the customer; or
A proven loss in value caused by unnecessary or excessive handling.

The customer will be informed of any applicable deduction and the reason for it.

Cancelling an order before shipment

If you wish to cancel an online furniture or home décor order before it has been dispatched, please contact Customer Service as soon as possible.

Where a statutory right of withdrawal applies, a clear cancellation request made before delivery will be treated as an exercise of that right.

If no statutory withdrawal right applies, we will check whether the order can still be stopped before dispatch. If cancellation is possible, we will confirm it and process the applicable refund.

Cancellation rights may be limited for products manufactured according to individual specifications or clearly personalised for the customer, where permitted by applicable law. Any such limitation will be communicated clearly before purchase.

If the order has already been handed over to the carrier, it may no longer be possible to stop the shipment. Customer Service will explain the available return procedure.

Refusing delivery does not replace the requirement to notify MyFaktory clearly that you wish to cancel or withdraw from your purchase.

Damaged, defective or incorrect products

If you receive a product that is damaged, defective, incomplete, incorrect or otherwise does not match your order, please contact Customer Service promptly.

To help us assess and resolve the issue, please provide:

Your order number;
A description of the problem;
Photographs or videos showing the product and the issue;
Photographs of the packaging and shipping labels, where relevant; and
Details of any visible transport damage noted at delivery.

We recommend inspecting the external condition of the packages when they arrive and recording any visible damage on the carrier’s delivery document. If possible, retain the packaging while the claim is being reviewed.

Providing this information promptly helps us investigate the incident with the transport company. However, failure to report a problem immediately does not remove any mandatory legal rights available to the customer.

After reviewing the case, MyFaktory will provide the appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

The customer will not be charged for the legally required remedy relating to a defective, damaged, incomplete or incorrect product.

Exchanges

If you wish to replace a product because you prefer a different colour, model or size, please contact Customer Service.

Unless the product is defective or incorrect, an exchange may be processed as a return followed by a new order. Any return costs payable by the customer will be communicated before the exchange is arranged.

Customer Service

For questions about order cancellations, furniture returns, damaged products or refunds, contact MyFaktory Customer Service through our Contact page or by email:

[email protected]

Please include your order number in all communications so that we can assist you more efficiently.