Refund policy


Returns & Refund Policy

This policy applies to purchases made through the Infinity Collection website.

Returns

At Infinity Collection, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return it within 14 days of receiving your item.

To qualify for a return:

  • The item must be unused, unassembled, and in the same condition that you received it

  • The item must be returned in its original packaging

  • Items that have been fully or partially assembled cannot be returned

  • Made-to-order or bespoke products are non-refundable

If you would like to return an item, please contact our customer service team to arrange the return.

For larger furniture items, Infinity Collection can arrange a collection service for a pre-agreed fee, typically around £100 depending on the size and weight of the item.

Damaged or Faulty Items

Please inspect your order as soon as it arrives.

If your item arrives damaged or faulty, please notify us within 24 hours of delivery so we can arrange a replacement as quickly as possible.

If a replacement is offered but declined, the customer will be responsible for the return shipping cost.

Refunds

Once your returned item has been received and inspected, we will notify you by email.

If your return is approved:

  • Your refund will be processed

  • The refund will be issued to your original method of payment

  • Please allow several working days for the refund to appear in your account depending on your payment provider.

Late or Missing Refunds

If you have not yet received your refund:

  1. Check your bank account again

  2. Contact your credit card provider, as it may take some time for the refund to be officially posted

  3. Contact your bank

If you have completed these steps and still have not received your refund, please contact our support team.

📧 Email: sarah@infinity-collection.co.uk

Clearance & Sale Items

Items purchased from clearance or final sale sections are non-refundable, unless they are faulty or damaged.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact our customer service team to arrange the exchange.

Return Shipping

Customers are responsible for return shipping costs, unless the item is faulty or damaged.

Shipping costs are non-refundable. If a refund is issued, the cost of return shipping may be deducted from the refund amount.

Please contact us first to arrange a return or collection.

Garden Furniture Warranty

At Infinity Collection, we aim to provide durable and high-quality outdoor furniture. Our warranty covers manufacturing defects under normal use.

We may request photographic evidence and proof of purchase when assessing warranty claims.

Where a claim is approved, we will repair or replace the affected component where possible. If the product is no longer available, we may offer a credit note equivalent to the original purchase value.

The warranty does not cover normal wear and tear, misuse, or damage caused by extreme weather conditions.

Structural Warranty

  • Aluminium frame furniture: 2-year structural warranty

  • Galvanised steel frame furniture: 12-month structural warranty

  • Cushions and moving parts: 12-month warranty

Our rattan furniture is UV-resistant and weather-resistant, meaning it can remain outdoors under normal conditions without fading.

Because rattan furniture is hand woven, slight variations between pieces may occur. This is normal and does not affect durability.

Glass Table Tops

Glass components must be inspected upon delivery.

Any faults or damage must be reported within 24 hours of delivery, as glass is not covered under the standard warranty after this period.

Direct sunlight shining through glass objects can create a magnifying effect, which may damage rattan beneath glass tables. This type of damage is not covered by the warranty.

Cushions

Cushions supplied with garden furniture sets include a 12-month warranty.

Cushions are shower-resistant, but we strongly recommend storing them in a dry place when not in use.

Failure to store cushions properly may void the warranty.

Rain Covers

All rain covers supplied by Infinity Collection include a 12-month warranty covering seam defects.

Damage caused by sharp objects, excessive force, or fading due to sunlight exposure is not covered.

Made-to-Order Items

For made-to-order items:

  • Orders cancelled within 48 hours of purchase may receive a full refund

  • After 48 hours, cancellations may only be eligible for a store credit of up to 70% of the purchase value

Please ensure all sizes, colours, and specifications are correct before completing your order.

Complaints

At Infinity Collection, we are committed to providing excellent customer service.

If you are dissatisfied with any aspect of your purchase or experience, please contact us with the following details:

  • Full Name

  • Contact Information

  • Order Number

  • Description of the issue

  • Supporting documentation if available

📧 Email: sarah@infinity-collection.co.uk

📍 Postal Address:
Infinity Collection
22 Sefton Street
Liverpool
L21 7LB
United Kingdom

Our customer service team aims to respond to all complaints within 2–7 working days.