We want you to feel confident in your purchase, and we stand behind the quality of our products.

All orders placed with Ambient Lounge (UK) Ltd are covered by a 14-day money back guarantee. If you are not satisfied with your purchase within 14 days of receiving it, you may request an identical replacement (subject to stock availability) or a refund for the cost of the goods (excluding delivery charges), provided the items have not been used and meet the return conditions below.

To be eligible for a refund:

• You must contact us within 14 days of receipt.
• The item must be returned in a condition suitable for resale.
• The item must fall within the eligible categories set out under Product-Specific Return Conditions below — some product types (opened fill products, opened rebound foam, and pre-filled modular furniture) are excluded from change-of-mind returns for hygiene, handling, and freight reasons.

Please note:

• Delivery charges are non-refundable, unless the item is incorrect or faulty.
• All returned items are inspected. If damage is found to be caused by misuse or is self-inflicted, a refund will not be issued.
• We recommend returning items via a recorded delivery service that requires a signature upon receipt. Ambient Lounge cannot issue refunds for items that do not reach us, and cannot be held responsible for parcels lost in transit.
• Ambient Lounge does not provide home collection for standard change-of-mind returns, and does not issue return shipping labels for these returns.

Your statutory rights are unaffected. This guarantee sits alongside, and does not replace, your rights under the Consumer Rights Act 2015 — see below.

Under the Consumer Rights Act 2015, you're entitled to remedies including repair, replacement, or refund where a product is faulty, not as described, or not fit for purpose. You have a legal right to a full refund if a fault is reported within 30 days of delivery— separate from, and in addition to, our 14-day change-of-mind guarantee above. Where a fault is reported after 30 days, remedies typically move to a tiered structure of repair or replacement in the first instance.

Genuine manufacturing faults are rare, given our quality standards — but if something isn't right, we'll work with you to resolve it fairly and professionally.

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible with:

• Your order number
• A description of the issue
• Clear photos and/or video of the product
• Photos of the packaging, if relevant

We'll assess the issue and determine the most appropriate resolution, which may include: replacement parts, repair, a replacement product, partial compensation, or a store credit refund. Where a manufacturing fault is confirmed, Ambient Lounge will arrange or cover reasonable return freight costs.

Please note: soft furniture and textile products may occasionally show minor cosmetic characteristics that don't affect functionality — slight fabric tension variation, settling, filling distribution differences, or small loose threads. These minor irregularities can usually be adjusted during normal ownership and don't necessarily constitute a manufacturing fault under the Consumer Rights Act.

Eligible cover-only products and accessories may generally be returned under our change-of-mind policy if they meet the conditions above.

For approved cover returns:

• Customers are responsible for arranging and paying for return postage to Ambient Lounge UK
• Ambient Lounge does not issue return shipping labels for change-of-mind returns
• We recommend using a tracked postal service, as Ambient Lounge cannot be held responsible for parcels lost in transit

Please note:

Ambient Lounge does not provide home collection services for standard cover returns.

Covers & Accessories

Eligible cover-only products and accessories may be returned under our change-of-mind policy if they meet the conditions above. Customers are responsible for arranging and paying for return postage; we don't issue return labels or offer home collection for these returns. We recommend a tracked postal service, as we can't be responsible for parcels lost in transit.

Rebound Foam Mattress Products

Our Rebound Foam products use compressed orthopedic foam mattress systems, similar to premium mattress-in-a-box products. Because they expand significantly once opened and can't reasonably be recompressed for resale or hygienic handling, special conditions apply:

• Unopened, fully sealed rebound foam products may be eligible for change-of-mind return, with return freight paid by the customer.
• Opened rebound foam products cannot be returned for change-of-mind purposes, for hygiene, handling, compression, and freight reasons.

This doesn't affect your statutory rights in cases of a verified manufacturing fault or major product failure.

Fill Products (Beads, SoLuxe & Loose Fill)

Due to hygiene, handling, and freight considerations, loose filling products — including beads and SoLuxe fill — are non-returnable once opened. Please contact us before purchase for guidance on firmness, fill levels, comfort, or product suitability.

Pre-Filled Modular Furniture & Large Furniture Items

Our modular and large filled furniture items involve significant freight, filling, and handling requirements, and are often custom-filled, oversized, freight-subsidised, and difficult to transport once assembled or expanded.

We strongly encourage contacting us before purchase for help with sizing, layouts, fill selection, comfort preferences, styling, space planning, or fabric recommendations.

Change-of-mind returns are generally not accepted for:

• Pre-filled modular furniture
• Assembled furniture
• Expanded foam products
• Opened filling products

...unless required under the Consumer Rights Act 2015 (i.e. for a verified fault).

For approved change-of-mind returns:

• Customers are responsible for all return shipping costs.
• Customers are responsible for ensuring items are adequately packaged for safe return transit.

Where a product is confirmed to have a manufacturing fault or major issue, Ambient Lounge will arrange or reimburse reasonable return freight costs where applicable.

Orders may sometimes be cancelled prior to dispatch. However, once an order has been dispatched, filled, custom prepared, compressed, freight booked, or specially ordered, cancellation may no longer be possible. Please contact us as soon as possible if you need assistance with an order.

Nothing in this policy limits your statutory rights under UK consumer law. For further assistance, please contact us before returning any items.