Returns Policy

What is your returns policy?

We hope you will be pleased with your order however, if for any reason your order is not as you expected we will be more than happy to offer you an exchange or a refund excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original packaging.

* Please note this doesn't apply to non-standard, customised or special-order products.

How do I return goods?

Please return your items using the returns form provided with your delivery within 28 days of receiving your order. Alternatively, you can contact us to inform us that would like to return the goods, please do this within 7 working days of receiving your items. Contact us by email at or call us on +44 01386 711512* and one of our sales team will help you with your return.

Pavilion Broadway is happy to arrange the collection of any return and the cost of this will be deducted from any refund due. Please email quoting ‘return collection’ in the email heading to arrange a collection for your return. Please note for furniture and large items we use our in-house delivery team. Failed or returned deliveries using this method will incur a £150 charge.

*Lines are open Monday-Saturday 09:00-17:30, Sunday 11:00-16:00

Please note that returns will only be accepted in the original packaging in a saleable condition. When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage.

What happens with faulty or damaged items?

In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours or before sign-off in the case of damaged furniture by email or phone. We will ask you to email a photograph of the damage along with a brief description to be sent to Please note that without the correct information and images we will be unable assess items for you.

Pavilion Broadway is happy to arrange the collection of return of any damaged or faulty goods. Once we have received the return, it will be inspected and repair or replacement will be arranged at our expense.

Where is my order?

We highly recommend you provide us with your mobile number, when asked at the checkout, in order to receive live delivery updates from our courier, Parcel Force. If you would prefer not to provide your mobile number, you will receive your tracking number within your goods dispatched email. In the unlikely event your order fails to arrive, you can input this tracking number into Parcel Force’s website to locate your order, alternatively please contact us as soon as possible and we will be happy to assist you.

What are made to order items?

Made-to-order items are items that are made especially for your purchase. Pavilion Broadway offers many products that are made-to-order. If you would like to discuss any bespoke options, please call or email our sales team. Please note that our usual exchange and refund policy does not apply to non-standard, customised, made-to-order or special order products, including but not limited to; furniture, bespoke cabinetry and installations, wallpaper and fabric orders, which cannot be returned or exchanged unless faulty.

How long will my refund take?

Refunds will be processed within four working days of receipt of the item. You will be notified by email when this has been processed. Depending on the terms set by your bank, this will show in your account within 7–10 working days.

Please be aware that the FAQ’s above are an extract from our Terms & Conditions. You can read our full Terms and Conditions here.