Terms & Conditions
Last Updated: 5 November 2026
Welcome to Refined Home. These Terms & Conditions govern your access to and use of our website, https://refinedhome.co.uk/, and the purchase of products offered through our online store.
Refined Home offers furniture, home décor, decorative accessories, home furnishings and related products to customers in the United Kingdom and selected international destinations.
Please read these Terms & Conditions carefully before using our website or placing an order.
By using our website, you agree to comply with the terms governing website use. When you place an order and we accept it, the relevant purchase terms form part of the contract between you and Refined Home.
Nothing in these Terms & Conditions excludes or limits any statutory consumer rights that cannot lawfully be excluded.
1. About Us
Refined Home is an online retailer offering furniture, home décor, decorative accessories and home furnishings.
Business Name: Refined Home
Website: https://refinedhome.co.uk/
Business Address: Ilford, Essex, IG6 3TU, United Kingdom
Customer Support Email: customer-support@refinedhome.co.uk
Throughout these Terms & Conditions, “Refined Home”, “we”, “us” and “our” refer to the business operating this website.
“You”, “your” and “customer” refer to individuals accessing our website or purchasing products from us.
If you have any questions about these terms, please contact our customer support team.
2. Eligibility to Use Our Website
By placing an order through Refined Home, you confirm that:
- You are at least 18 years old or otherwise legally capable of entering into a binding contract.
- The information you provide is accurate and complete.
- You are authorised to use the payment method selected.
- Your purchase complies with applicable laws and regulations.
- You will not use our website for unlawful or fraudulent purposes.
We reserve the right to refuse or cancel orders where we reasonably suspect fraud, unauthorised payment activity or other unlawful conduct, subject to applicable consumer protection laws.
3. Products and Product Information
We aim to provide clear and accurate information about the products available on our website.
Our product listings may include descriptions, photographs, specifications, measurements, materials, colours, finishes, prices and availability information.
3.1 Product Images
Product photographs are provided to help customers understand the appearance and design of each item.
Actual colours and finishes may appear slightly different depending on screen settings, lighting conditions and manufacturing variations.
Where colour, material or finish is particularly important, we recommend contacting us before placing an order.
3.2 Product Dimensions
Furniture and home accessories may vary in size, weight and construction.
Customers should carefully review product measurements before purchasing, particularly for larger furniture items.
Please ensure that furniture will fit through doorways, hallways, staircases and other access points at the delivery address.
3.3 Product Availability
All products are subject to availability.
Although we aim to keep product availability information accurate, an item may occasionally become unavailable after an order has been submitted.
If we cannot fulfil an accepted order, we will contact you and arrange an appropriate refund for the unavailable item.
3.4 Product Variations
Certain products may feature natural materials, handcrafted finishes or manufacturing characteristics that result in minor variations.
Such variations are not necessarily defects, provided the goods conform to their description and applicable consumer rights.
4. Prices and Currency
Product prices are displayed on our website in the applicable currency shown at checkout.
For customers shopping from the United Kingdom, prices will ordinarily be displayed in British Pounds Sterling (GBP).
Where international currency display is available, prices may be shown in other currencies.
4.1 Price Accuracy
We make reasonable efforts to ensure that product prices are accurate.
If an obvious pricing error is identified before an order is accepted, we may decline the order and invite you to purchase the item at the correct price.
If a pricing error is discovered after a contract has been formed, your statutory rights and applicable contract law will apply.
4.2 Taxes
Applicable taxes will be displayed or included in the price as required by law.
Tax treatment may vary depending on the customer’s location, delivery destination and nature of the product.
4.3 Shipping Charges
Shipping charges are calculated according to factors such as:
- Delivery destination
- Product dimensions and weight
- Shipping method
- Product type
- Supplier or fulfilment location
- Additional handling requirements
The applicable delivery charges will be displayed before you confirm your order.
4.4 International Charges
International orders may be subject to import duties, customs charges, local taxes or other fees.
Where such charges are not included in the checkout total, customers may be responsible for paying them to the relevant authorities or delivery providers.
We aim to communicate the applicable delivery terms before purchase.
5. Placing an Order
When placing an order through our website, you will be asked to select your products, provide the required contact and delivery information, choose an available shipping method and complete payment.
After submitting your order, you may receive an automated order acknowledgement.
An order acknowledgement confirms that we have received your request. It does not necessarily mean that we have accepted the order.
A contract is formed when we expressly accept your order, normally through an order acceptance or dispatch confirmation.
We reserve the right to decline an order before acceptance for legitimate reasons, including product unavailability, payment failure, suspected fraud or an obvious pricing error.
If payment has already been collected for an order that we decline, we will arrange a refund.
6. Payment Methods
We may offer payment through supported debit cards, credit cards, digital wallets or other payment methods displayed at checkout.
Available payment methods may vary depending on your country and the services supported by our payment providers.
Payments may be processed by independent third-party payment service providers.
We do not ordinarily store complete payment card details where payments are processed through external payment gateways.
All payments must be authorised by the account or cardholder.
If a payment is declined or cannot be verified, we may be unable to process the order.
7. Shipping and Delivery
Refined Home serves customers throughout the United Kingdom and may offer delivery to the United States, European countries and other international destinations.
Delivery availability depends on the product, shipping destination, fulfilment arrangements and applicable restrictions.
7.1 Delivery Charges
Delivery charges may vary between products and destinations.
Some products may qualify for promotional shipping rates, while larger or heavier items may incur additional delivery or handling costs.
The relevant shipping charges will be displayed at checkout before payment.
7.2 Delivery Timeframes
Estimated delivery times may vary depending on:
- Product availability
- Supplier or warehouse location
- Shipping destination
- Courier service
- Customs clearance
- Public holidays
- Weather conditions
- Other circumstances affecting transportation
Any delivery timeframe provided is an estimate unless we expressly agree to a guaranteed delivery date.
For UK consumer orders, we will deliver within the agreed timeframe or, where no timeframe has been agreed, without undue delay and generally within 30 days, unless a lawful exception applies.
7.3 Multiple Shipments
Orders containing multiple products may occasionally be dispatched in separate parcels.
This may occur where products are supplied from different warehouses, fulfilment partners or distribution locations.
Where applicable, customers may receive separate delivery notifications or tracking details.
7.4 Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
If an address error is identified, please contact us as soon as possible.
Changes may not be possible after an order has been dispatched.
Additional charges arising from an incorrect address may be payable where legally permitted and appropriately disclosed.
7.5 Missed or Unsuccessful Deliveries
If a delivery attempt is unsuccessful, the courier may provide instructions for rearranging delivery or collecting the parcel.
For large furniture items, additional delivery arrangements may be necessary.
Customers should follow the instructions provided by the delivery company and contact us if assistance is required.
7.6 Delivery Delays
We aim to keep customers informed of significant delivery delays.
If delivery cannot be completed within an agreed timeframe, customers may have the right to cancel the order and receive a refund in accordance with applicable consumer law.
7.7 Risk and Ownership
For consumer purchases, responsibility for the goods generally passes to you when you, or a person you nominate, takes physical possession of them.
An exception may apply where you independently arrange a carrier not offered by us.
Ownership of the goods passes in accordance with the contract and applicable law, normally once full payment has been received.
For further information, please refer to our Shipping & Delivery Policy.
8. International Orders
We welcome orders from customers outside the United Kingdom where international delivery is available.
However, not every product may be eligible for delivery to every country.
8.1 Customs and Import Duties
International shipments may be subject to customs inspections, import duties, local taxes or additional administrative charges.
The party responsible for these charges will depend on the delivery terms communicated during checkout.
Where import duties and taxes are not prepaid or included in the purchase price, customers may be required to pay these charges before delivery.
8.2 Customs Delays
International orders may experience delays due to customs procedures or local import requirements.
We cannot control the processing times of customs authorities.
However, we remain responsible for meeting our contractual and legal delivery obligations.
8.3 Import Restrictions
Customers should ensure that products can lawfully be imported into their destination country.
Where we become aware of restrictions preventing lawful fulfilment, we may be unable to accept or complete the order.
8.4 Currency Conversion
If your bank or payment provider converts the transaction into another currency, it may apply its own exchange rate or additional fees.
These charges are determined by the relevant financial institution.
9. Order Cancellations
If you wish to cancel an order, please contact us at:
customer-support@refinedhome.co.uk
Include your order number, full name and reason for cancellation, if you wish to provide one.
9.1 Cancellation Before Dispatch
If your order has not been dispatched, we will attempt to cancel it before shipment.
Where cancellation is permitted, we will arrange a refund of the relevant payment.
9.2 Cancellation After Dispatch
If your order has already been dispatched, cancellation may require you to follow the applicable returns process.
For eligible UK consumer purchases made online, you generally have a legal right to cancel within 14 days after receiving the goods, subject to statutory exceptions.
You must notify us of your decision to cancel within the applicable cancellation period.
After notifying us, you generally have a further 14 days to return the goods.
9.3 Exceptions to Cancellation Rights
Certain goods may be excluded from statutory change-of-mind cancellation rights, including:
- Goods made to your specifications or clearly personalised
- Certain sealed goods that cannot be returned for health protection or hygiene reasons once unsealed
- Other products excluded under applicable consumer legislation
These exceptions apply only where the relevant legal conditions are met.
10. Returns and Refunds
We want customers to shop with confidence and understand their rights when purchasing from Refined Home.
Our returns process is designed to accommodate eligible cancellations, faulty goods, damaged products and other situations covered by applicable law.
10.1 Change-of-Mind Returns
For eligible UK consumer orders placed online, customers generally have 14 days from receiving the goods to notify us that they wish to cancel.
After notifying us, customers generally have another 14 days to return the goods.
Customers may be responsible for direct return shipping costs for change-of-mind cancellations where those costs have been properly disclosed before purchase.
For items that cannot normally be returned by post, any applicable return collection costs must be disclosed as required by law.
10.2 Refunds Following Cancellation
Where a valid statutory cancellation applies, we will refund the relevant product price and the cost of standard outbound delivery, subject to the applicable legal rules.
Additional charges for premium delivery options are generally not refundable beyond the standard delivery cost.
We will issue refunds within the legally required timeframe.
For goods returns, we may withhold the refund until we receive the goods back or receive evidence that they have been sent back, whichever occurs first.
10.3 Condition of Returned Goods
Customers are entitled to inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
We may make a lawful deduction for diminished value caused by handling beyond what is necessary for that purpose.
10.4 Faulty or Misdescribed Products
If a product is faulty, damaged, not as described or does not meet applicable legal standards, you may be entitled to a repair, replacement, price reduction or refund.
Your statutory rights are not limited by our change-of-mind returns process.
Where we are legally responsible for a faulty or non-conforming product, we will meet the applicable costs and obligations required by consumer law.
10.5 Refund Method
Refunds will normally be issued to the original payment method unless another method is expressly agreed and legally permitted.
The time taken for the funds to appear may depend on your payment provider.
Please refer to our Returns & Refunds Policy for further information.
11. Damaged, Defective or Incorrect Items
We understand that receiving damaged, defective or incorrect goods can be disappointing.
If you experience a problem with your order, please contact:
customer-support@refinedhome.co.uk
When contacting us, it is helpful to provide:
- Your order number
- Your full name
- A description of the problem
- Photographs showing the damage or defect, where available
- Photographs of the packaging, where relevant
Providing this information may help us investigate and resolve the issue more efficiently.
We encourage customers to report visible delivery damage promptly, but failure to notify us within a particular short period does not remove statutory consumer rights.
Depending on the circumstances and applicable law, we may arrange a replacement, repair, refund or other appropriate remedy.
12. Furniture and Large Item Deliveries
Certain furniture products may require special handling, larger delivery vehicles or additional delivery arrangements.
Customers should review the product dimensions and delivery information before ordering.
12.1 Access Requirements
Please ensure that the delivery location is reasonably accessible and that the item can pass through relevant entrances, doorways and staircases.
12.2 Assembly
Some products may require assembly.
Where assembly is required, this should be indicated in the product information or accompanying instructions.
Unless expressly included in the product offering, assembly services are not automatically provided.
12.3 Additional Delivery Services
Special delivery arrangements, including room-of-choice delivery, installation or assembly, may be available only for selected products and locations.
Any additional charges will be communicated before the relevant service is purchased.
12.4 Delivery Difficulties
If a product cannot be delivered due to access restrictions or other circumstances within the customer’s control, additional arrangements may be required.
Any charges will be assessed in accordance with the contract, information provided before purchase and applicable consumer law.
13. Product Care and Maintenance
Customers should follow the care, cleaning, maintenance and assembly instructions supplied with their products.
Certain materials, including natural wood, fabrics, metals, glass and decorative finishes, may require specific care.
Improper use or failure to follow reasonable maintenance instructions may cause damage.
However, nothing in this section limits your legal rights in relation to goods that are faulty or do not conform to the contract.
14. Promotions, Discounts and Special Offers
Refined Home may occasionally offer promotional discounts, voucher codes, seasonal offers or other incentives.
Promotions may be subject to additional conditions, including:
- Validity periods
- Eligible products
- Minimum purchase requirements
- Geographic restrictions
- Restrictions on combining offers
- Maximum discount values
Any specific promotional conditions will be communicated as part of the offer.
We reserve the right to withdraw or amend promotions prospectively, subject to applicable law and existing contractual commitments.
15. Customer Accounts
Where customer accounts are available, users are responsible for maintaining the confidentiality of their login credentials.
You should notify us if you suspect unauthorised access to your account.
We may suspend access to accounts where reasonably necessary to protect security, prevent fraud or investigate misuse.
Any such action will be taken in accordance with applicable law and will not remove your statutory rights relating to existing purchases.
16. Intellectual Property
Unless otherwise stated, the website content owned by Refined Home, including original text, graphics, logos, branding and website design elements, is protected by applicable intellectual property laws.
Certain product images, descriptions, trademarks and other materials may belong to manufacturers, suppliers or third-party rights holders and may be used under licence or other permission.
You may browse our website for personal, non-commercial purposes.
You must not reproduce, distribute or commercially exploit protected website content without permission from the relevant rights holder, except where permitted by law.
17. Acceptable Website Use
You agree not to use our website in a manner that:
- Violates applicable laws
- Involves fraudulent transactions
- Attempts to access restricted systems without authorisation
- Introduces malicious software
- Interferes with website security
- Disrupts website operations
- Infringes intellectual property rights
- Misuses customer or business information
We may take reasonable action to protect our website and users from unlawful or harmful activity.
18. Third-Party Services and External Links
Our website may contain links to third-party websites, payment processors, delivery services or other external platforms.
These services may operate under their own terms and privacy policies.
We are not responsible for the independent content or practices of external websites that we do not control.
However, the use of third-party providers does not remove our responsibilities as the retailer under applicable consumer law.
19. Limitation of Liability
Nothing in these Terms & Conditions excludes or limits liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Breach of statutory consumer rights
- Any other liability that cannot lawfully be excluded or restricted
We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to applicable law.
We are not generally responsible for losses that were not foreseeable or that were not caused by our breach.
Products sold to consumers are intended primarily for domestic and private use unless expressly stated otherwise.
Where legally permitted, we are not responsible for business losses arising from consumer purchases made for personal use.
20. Events Beyond Our Reasonable Control
Certain events outside our reasonable control may affect our ability to fulfil orders or provide services.
These may include:
- Severe weather conditions
- Natural disasters
- Transport disruptions
- Industrial action
- Government restrictions
- Customs disruptions
- Major infrastructure failures
- Other exceptional events
If such an event affects an order, we will take reasonable steps to communicate with the customer and minimise disruption.
Your legal rights relating to delivery delays, cancellation and refunds remain unaffected.
21. Privacy and Personal Information
We respect your privacy and process personal information in accordance with applicable data protection laws.
Information collected through our website may be used for order processing, payment administration, delivery arrangements, customer support, security and other lawful purposes.
For further information, please read our Privacy Policy:
22. Complaints and Customer Support
We aim to provide a helpful and professional customer experience.
If you have a complaint regarding a product, delivery, payment, refund or another aspect of our service, please contact us.
Email: customer-support@refinedhome.co.uk
Please include your order number, where applicable, and a clear explanation of the issue.
We will review your enquiry and aim to provide an appropriate response within a reasonable timeframe.
If a dispute cannot be resolved directly, you may have access to applicable consumer dispute resolution procedures or legal remedies.
23. Governing Law and Jurisdiction
These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protection rules that apply in your country of residence.
For consumers residing in England and Wales, disputes may be brought before the courts of England and Wales.
Consumers residing in Scotland or Northern Ireland may have rights to bring proceedings in their local courts.
For international customers, nothing in these terms removes mandatory consumer protections or jurisdictional rights available under applicable local law.
24. Changes to These Terms & Conditions
We may update these Terms & Conditions to reflect changes in our products, services, business practices or legal requirements.
Any updates will be published on this page with a revised “Last Updated” date.
Changes will not retrospectively alter the terms of an existing accepted order unless permitted by law or agreed with the customer.
We encourage visitors to review these Terms & Conditions periodically.
25. Severability
If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as ineffective to the extent required by law.
The remaining provisions will continue to apply where legally possible.
26. Contact Information
For questions about these Terms & Conditions, orders, deliveries, cancellations, returns or refunds, please contact us.
Refined Home
Website: https://refinedhome.co.uk/
Email: customer-support@refinedhome.co.uk
Address: Ilford, Essex, IG6 3TU, United Kingdom
We aim to provide a straightforward and reliable shopping experience for customers discovering furniture, home décor and accessories through Refined Home.
Refined Home – Beautiful Living, Thoughtfully Refined.
Last Updated: 5 November 2026