Refund policy
Colour. Shape. Texture.
Every PAUSE. product is made to order by UK artisans. Nothing is held in stock — your piece is printed, cut, stitched, and assembled after you place your order. Our product images and descriptions are accurate representations of what you will receive.
Returns — Faulty or Damaged Items
If your product arrives faulty or damaged, please notify us within 14 days of delivery by emailing studio@bypause.co.uk.
In your email, include your order number, a clear description of the fault, and photographs of the issue.
In many cases, we can determine a remedy as soon as the fault is verified by email. If the fault cannot be verified by email, we may ask you to return the product for inspection. A determination will then be made as to the condition of the product.
Please do not return any product without contacting us first.
Where a fault is confirmed, we will arrange a repair, replacement, or full refund — including return postage for UK customers. Manufacturing faults include issues with print quality, stitching, assembly, fabric, and materials.
All PAUSE. furniture carries a 10-year guarantee on build, print, and finish.
Returning Items — Condition & Packaging
To ensure a quick return and refund, please hold onto the original packaging that comes with your order.
Items must be returned unused and in their original condition, including all packaging, labels, dust bags, and accessories they arrived with. Products must be repackaged to ensure adequate protection during return transit.
For cushions, the cover must not have been washed and the packaging seal must remain unopened for hygiene purposes.
*In the event that a fault is identified after the packaging seal has been opened, please contact us with photographs and we will assess the claim. A broken seal does not automatically invalidate a fault claim.
Shipping & International Returns
All PAUSE. orders include free shipping.
For UK customers, return postage on faulty items is covered by us. For non-faulty cancellations where a return is required, return postage is at the customer's cost.
International customers can return items to our UK returns address, but we do not offer free returns shipping outside the UK. Return postage for international orders is at the customer's cost. We recommend using a tracked and insured service — we cannot be responsible for items lost or damaged in return transit.
Non-Faulty Goods
All PAUSE. products are made to order. Because no stock is held and each piece is produced individually to our published designs, we cannot accept returns of non-faulty goods.
If you have any questions about a product before ordering — colour, scale, fabric, dimensions — please contact us at studio@bypause.co.uk and we will help you make the right decision before you buy.
Cancellations
Because every product is made to order, production begins 30 minutes after your order is placed.
If you need to cancel, contact us as soon as possible at studio@bypause.co.uk with your order number.
Within 30 minutes of placing your order: You can cancel for a full refund.
After 30 minutes: Production will have started. If you wish to cancel after this point, a credit note will be issued for the value of your order, minus a 20% cancellation fee to cover materials and labour already committed. Credit notes are valid for 12 months from the date of issue and can be used on any PAUSE. product.
We will always confirm the status of your order before processing a cancellation.
For EU customers: where a cancellation is requested after production has begun, we will assess each case individually in accordance with applicable consumer law. The 20% cancellation fee reflects genuine costs already incurred in materials and labour. We will always communicate transparently before processing any deduction.
How Refunds & Credit Notes Are Processed
Refunds (for faulty items or cancellations within 30 minutes) are issued to your original payment method within 14 days. Please allow up to 5 additional working days for the refund to appear in your account, depending on your payment provider.
Credit notes (for cancellations after 30 minutes) are issued by email within 5 working days. Credit notes are valid for 12 months and can be applied to any PAUSE. product at checkout.
You will receive email confirmation for all refunds and credit notes.
Contact Us
For any questions about returns, faults, or your order, email us at studio@bypause.co.uk.
We respond within one working day.
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under the Consumer Rights Act 2015, you have a legal right to reject faulty goods within 30 days of delivery for a full refund.
For EU customers: under EU consumer law, you have a right of withdrawal within 14 days of delivery. However, this right does not apply to goods made to your specifications or clearly personalised — Article 16(c) of Directive 2011/83/EU. As all PAUSE. products are made to order to our published designs, this exemption applies.