Saved ItemsInspiration & IdeasCatalogue

Freedom Change of Mind Policy

  • purchased in-store or online;
  • for in-store purchases - are collected and paid for at the time of purchase; and
  • other than the excluded products listed below;

In addition to the remedies available under the Freedom Warranty and the Consumer Guarantees Act 1993 Consumer Law, if you change your mind you may return the product within 7 days of the date of (a) purchase, for instore purchases, or (b) delivery, for online purchases, provided that the product is:

  • returned in its original condition;
  • in its original unopened and sealed packaging; and
  • accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).
A Customer shall receive a Note of Credit for the returned product.

Excluded products are:

  • clearance and sale products; and
  • products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product.

Online products - Such products purchased online can be returned to any Freedom store, or by courier to the store that dispatched the original order.

Items posted or couriered are at the customer's cost and risk and Freedom shall not refund customers for any products that it does not receive, or that it receives which are broken or damaged.


Other changes of mind:
Except as set out above, and in line with the Consumer Guarantees Act, Freedom will not accept a request for cancellation if you simply change your mind, unless Freedom chooses to do so at its absolute discretion.
Other changes of mind include those relating to:

  • Furniture products
All furniture products including all upholstered products.
  • Made to order products

Products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have been ordered specifically for a customer, such as Freedom Signature sofa range and our chair gallery products.

If Freedom does, at its absolute discretion, accept a request for cancellation simply due to change of mind, which falls outside of this Policy, the customer must pay an amount to Freedom which in Freedom’s reasonable view reflects the loss that Freedom will suffer as a consequence of the cancellation (including but not limited to storage fees and any mark down). Freedom shall offset this amount against any moneys already paid to us by the customer for this product, and provide a note of credit for the balance. For any cancellation charges over and above what has already been paid to Freedom, the customer must pay such amounts to Freedom within 7 days of Freedom's request to pay. 


In addition for mattress changes of mind, please see our 120 Night Comfort Promise

If you have a concern about an item you purchase at Freedom, please visit our full standard terms and conditions of purchase at Freedom’s In-store Terms for instore purchases, or Online Terms for online purchases. Alternatively, you can call Freedom on 0800 373 336.

Version 14 April 2020