Returns
Please see below for our returns policy. We want the process to be as simple and transparent as possible for you so if you have any questions about returns that aren’t covered below, please email us via help@refinedhome.co.uk and we’ll be happy to help.
There are three sections to our returns policy, which are:
- Item arrives damaged or incorrect item delivered
- If you’ve changed your mind
- Non-deliveries
1. Item arrives damaged or incorrect item delivered
Our warehouse team does their best to ensure they safely pack all products, however, sometimes items do get damaged in transit and very occasionally an incorrect item can be selected in the warehouse.
In the unlikely event an item arrives damaged or we have sent you an incorrect item, please notify us within 2 days of your delivery arriving by emailing us via help@refinedhome.co.uk. Please include your order number in the email along with clear pictures of the damaged item and the packaging it arrived in as this will allow us to help you quickly.
2. If you’ve changed your mind
We hope you’ll be thrilled with your purchase, but in the event you are not, you can return any complete, unused, undamaged item in its original packaging.
Please bear in mind when ordering that many of our items are designed using natural products and are handmade, hand finished and hand painted. We do our best to accurately represent the texture, colour and finish of our products on our website, however, online images should be considered as indicative rather than definitive. Products can therefore vary slightly in colour shade and shape and offer irregularities and variations that should be embraced to celebrate the craft of the artisan that made them. Very few pieces (even the same item) are identical.
On our wooden products, such as furniture, hairline cracks may occasionally appear naturally on the joins of sections of timber. This is caused by natural movement, is unavoidable and is not a defect.
To request a return, please notify us within 14 days of your order arriving by emailing us via help@refinedhome.co.uk. Please include your order number in the email as this will help us process your return quickly.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or incorrect item. Please repack your item with care using all the original packaging as the goods are your responsibility until they reach our warehouse. We do not accept returns without the original packaging and all returns must be in an unused condition in order that they can be resold exactly as they are returned to us. If an item is returned to us in an unsellable condition (e.g., it has been damaged in transit back to us or is not in its original packaging) we reserve the right to reject the return or deduct a fee from any refund owed to you to cover the cost of getting the item back to a sellable condition.
Returns can take up to 10 days to be processed once they have arrived at our warehouse, especially during busy periods. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take a few days for your bank or credit card company to process and credit the refund too.
Furniture items are dispatched and shipped by our reputable third-party supplier due to the size and nature of the items. Returns of unwanted furniture goods are unfortunately not accepted so please ensure that measurements and specifications are thoroughly checked before placing your order.
We also do not accept returns on gift cards.
3. Non-deliveries
For smaller items such as accessories, faux flowers, ginger jars and vases we use premium next working day delivery partners such as DPD who offer live tracking as well as options such as changing the delivery date, selecting a safe place to leave your order if you’re not going to be at home or having your order diverted to a local pick-up shop. For larger items such as furniture that require two-person delivery we use specialist companies such as BStar who will arrange a convenient delivery day with you directly.
If our delivery partners are unable to deliver your order for reasons beyond their control (e.g., the address you entered is invalid or there was no one at home when delivery was attempted on the agreed date) then your order will be returned to our warehouse. In these circumstances we will contact you and offer you two options:
a) We can re-deliver your order, but any further delivery attempts will incur additional charges that we will ask you to pay for before we dispatch your order again.
b) You can decide to cancel the order, but you will incur a restocking fee (25% of the original purchase price for smaller items or 50% of the original purchase price for larger items, this will be confirmed in the email we send you) and we will be unable to refund you the original delivery charge if you paid one.