Refund and Returns Policy
Last Updated: 5 November 2026
At Refined Home, we want you to feel confident when shopping for furniture, home décor, decorative accessories and home furnishings.
We understand that sometimes a purchase may not be quite right, an item may arrive damaged or circumstances may change after an order has been placed.
Our Returns & Refunds Policy explains how to request a return, cancel an order, report damaged or incorrect goods and obtain an eligible refund or replacement.
We serve customers throughout the United Kingdom and selected international destinations, including the United States and countries across Europe. Because our products vary in size, weight, materials and fulfilment arrangements, return procedures and shipping costs may differ depending on the item and delivery destination.
We aim to make the returns process clear, reasonable and straightforward while respecting all applicable consumer protection laws.
1. Contact Us About a Return or Refund
If you would like to return a product, request a refund, cancel an order or report an issue with your purchase, please contact our customer support team.
Business Name: Refined Home
Website: https://refinedhome.co.uk/
Email: customer-support@refinedhome.co.uk
Business Address: Ilford, Essex, IG6 3TU, United Kingdom
Email Subject: Return or Refund Request – Order #[Your Order Number]
Please include the following information where available:
- Your full name
- Order number
- Email address used at checkout
- Product name
- Reason for the return, if applicable
- Photographs of damage or defects, where relevant
- Any additional information that may help us resolve your enquiry
Our customer support team will review your request and provide the relevant return instructions.
You do not need to provide a reason when exercising an applicable statutory right to cancel an eligible online purchase.
2. UK Returns – Your 14-Day Right to Cancel
For most products purchased online by consumers in the United Kingdom, you have a legal right to cancel your order within 14 days of receiving the goods, subject to statutory exceptions.
This is commonly known as the cooling-off period.
How the Cancellation Period Works
For an order containing a single item, the cancellation period normally ends 14 days after the day you receive the item.
For an order containing multiple items delivered separately, the cancellation period normally ends 14 days after the day you receive the final item.
To exercise your right to cancel, you must notify Refined Home of your decision before the cancellation period expires.
You can do this by emailing:
customer-support@refinedhome.co.uk
You do not have to wait for our approval before exercising your statutory cancellation right.
Returning Goods After Cancellation
Once you have notified us of your decision to cancel, you generally have a further 14 days to send the goods back.
Please contact us for the correct return address and any relevant handling instructions.
Because certain products may be dispatched from different fulfilment locations, the appropriate return destination may vary.
3. Eligibility for Change-of-Mind Returns
For eligible change-of-mind returns, we ask customers to take reasonable care of the products while they are in their possession.
Where possible, returned goods should include:
- All supplied components
- Product accessories
- Assembly instructions
- Original packaging, where available
- Any additional items supplied as part of the product
Customers are entitled to examine goods to establish their nature, characteristics and functioning, as they would reasonably be able to do in a shop.
We may make a lawful deduction from a refund if the goods have diminished in value because of handling beyond what was necessary for that purpose.
Original packaging is recommended, but it is not an absolute condition of exercising a statutory cancellation right.
4. Products Excluded from Change-of-Mind Cancellation
Certain products may be excluded from the statutory 14-day cancellation right where the relevant legal conditions apply.
Examples may include:
Personalised or Made-to-Order Products
Goods manufactured to your individual specifications or clearly personalised may not qualify for change-of-mind cancellation.
This does not automatically apply to every item ordered from a supplier or every product described as made to order.
Certain Sealed Hygiene Products
Sealed goods that are unsuitable for return for health protection or hygiene reasons may be excluded once the seal has been broken.
Other Statutory Exceptions
Other exclusions may apply where specifically permitted under relevant consumer protection legislation.
These exceptions do not remove your legal rights if goods are faulty, damaged, misdescribed or otherwise fail to meet applicable statutory standards.
5. Returning Furniture and Large Items
Some furniture products require special arrangements because of their dimensions, weight or packaging.
These may include larger home furnishings, cabinets, tables, chairs, storage units and other bulky items.
Return Collection Arrangements
For products that cannot normally be returned by post, a specialist courier or collection service may be required.
Please contact our customer support team before arranging the return of a large or bulky item so that we can provide the appropriate return instructions.
Return Collection Costs
For change-of-mind returns, customers may be responsible for the direct cost of returning goods where this responsibility and the relevant costs have been properly disclosed before purchase.
For bulky items that cannot normally be returned by post, we will provide the required return cost information or a reasonable estimate before the contract is formed.
We will not impose undisclosed return charges contrary to applicable consumer law.
Furniture Condition
Please take reasonable care when handling, assembling or examining furniture.
If goods are handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, a lawful deduction for diminished value may apply.
Where the product is faulty or does not conform to the contract, your statutory remedies remain unaffected.
6. Damaged, Faulty or Defective Products
We understand how disappointing it can be to receive an item that is damaged, defective or not as expected.
If your order arrives damaged or you discover a fault, please contact us as soon as reasonably possible.
Email: customer-support@refinedhome.co.uk
To help us investigate the issue, please provide your order number and a description of the problem.
Photographs of the item, packaging or affected area can be helpful, but we will not automatically reject a valid statutory claim solely because photographs are unavailable.
Your Rights Under UK Consumer Law
Under the Consumer Rights Act 2015, goods supplied to UK consumers must be:
- Of satisfactory quality
- Fit for their intended purpose, where applicable
- As described
If goods fail to meet these requirements, you may be entitled to a legal remedy.
For many faulty goods, consumers have a short-term right to reject within 30 days of delivery and receive a refund.
After that period, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or final right to reject.
These rights depend on the nature of the problem and applicable law.
Return Costs for Faulty Goods
Where goods are faulty or otherwise do not conform to the contract and we are legally responsible, we will meet the applicable return or collection costs as required by law.
We will not require you to pay return shipping charges that we are legally responsible for covering.
7. Incorrect Items or Missing Products
If you receive an incorrect item or discover that an item is missing from your order, please contact us.
Email: customer-support@refinedhome.co.uk
Include your order number and a description of the issue.
Please note that orders containing multiple products may sometimes be delivered in separate shipments.
Where an item has been supplied incorrectly or an accepted order has not been fulfilled, we will investigate and provide an appropriate remedy in accordance with your contractual and statutory rights.
8. Refunds for Change-of-Mind Cancellations
When you validly cancel an eligible online purchase under the UK statutory cancellation rules, we will refund the payments required by law.
This generally includes:
- The price paid for the cancelled goods
- The cost of standard outbound delivery, where applicable
If you selected a more expensive delivery service than the least expensive standard delivery option offered, we are generally not required to refund the additional premium delivery cost.
Refund Timeframes
For goods returned following a statutory cancellation, we will issue the refund without undue delay and no later than 14 days after:
- We receive the returned goods; or
- You provide evidence that you have sent the goods back,
whichever occurs first.
Where goods have not yet been dispatched and a valid cancellation applies, the relevant statutory refund deadline will apply.
We may withhold a refund for returned goods until the goods are received or appropriate evidence of return is provided, where permitted by law.
Refund Payment Method
Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree otherwise.
We will not impose a fee for receiving a statutory cancellation refund.
Your bank or payment provider may require additional processing time before the funds appear in your account.
9. Refunds for Faulty or Damaged Goods
If a product is faulty, damaged or does not conform to the contract, we will provide the remedy required under applicable consumer law.
Depending on the circumstances, this may include:
- A repair
- A replacement
- A partial refund or price reduction
- A full refund
Where a UK consumer validly exercises the short-term right to reject faulty goods, the applicable refund rules under the Consumer Rights Act 2015 will apply.
We will not substitute a change-of-mind returns policy for your statutory rights relating to faulty goods.
10. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: customer-support@refinedhome.co.uk
Include your order number and request cancellation.
If the order has not been dispatched, we will attempt to stop fulfilment and arrange the appropriate refund.
If the order has already been dispatched, you may still have the right to cancel under the applicable distance-selling rules.
For products that are personalised or made to your specifications, different cancellation rules may apply where permitted by law.
11. International Returns and Refunds
Refined Home may deliver to customers in the United States, European countries and other international destinations.
International return arrangements can differ because of local consumer protection laws, customs requirements, courier services and the type of product purchased.
European Union Customers
Customers in the European Union generally benefit from a 14-day withdrawal right for eligible online purchases, subject to applicable exceptions.
Where EU consumer law applies to a transaction, we will respect the relevant withdrawal, refund and statutory conformity rights.
United States Customers
For customers in the United States, change-of-mind return eligibility may depend on the return terms communicated before purchase and applicable federal or state laws.
Faulty, misdescribed or otherwise non-conforming goods will be handled in accordance with applicable legal requirements.
Customers in Other Countries
Customers in other international destinations may have additional consumer rights under their local laws.
Where mandatory local consumer protections apply, those rights will take precedence over any conflicting provision of this policy.
International Return Shipping Costs
International return shipping costs may vary according to:
- Country of origin
- Product size and weight
- Courier service
- Product category
- Customs requirements
- Return destination
For voluntary change-of-mind returns, customers may be responsible for return shipping costs where properly disclosed and legally permitted.
For faulty or non-conforming goods, we will meet the obligations imposed by applicable consumer law.
12. Customs Duties, Import Taxes and International Refunds
International purchases may involve customs duties, import taxes, clearance fees or other charges.
The treatment of these charges depends on the shipping arrangement, the country involved and whether the charges were collected by Refined Home or a third party.
Where import duties or taxes were paid directly to customs authorities or a delivery provider, customers may need to apply to the relevant authority for a refund.
Where amounts were collected by us and must legally be refunded, we will process the applicable refund.
We cannot guarantee that customs authorities or third-party providers will refund independently collected fees.
13. Returns from Different Suppliers or Fulfilment Locations
Some products may be supplied or dispatched through different warehouses, manufacturers, distribution partners or fulfilment providers.
As a result, return destinations and logistics arrangements may differ between products.
Please contact our customer support team for the correct return instructions.
Do not assume that the business correspondence address is the appropriate warehouse return address.
Refined Home remains responsible for meeting its obligations as the retailer, regardless of whether a third party is involved in storing, dispatching or delivering goods.
We will not require customers to pursue a supplier directly instead of Refined Home to exercise statutory rights against us.
14. Exchanges and Replacements
If you would like to exchange an item for a different size, colour, finish or design, please contact us to discuss the available options.
Voluntary exchanges are subject to product availability and any applicable terms communicated to you.
If a replacement is required because a product is faulty or does not conform to the contract, your statutory rights will apply.
If the requested alternative product is unavailable, we will discuss the available options and provide any remedy required by law.
15. Gifts and Gift Purchases
If you purchased an item as a gift, the applicable cancellation and return rights generally belong to the person who entered into the purchase contract.
Refunds will normally be issued to the original payment method.
If you received an item as a gift and need assistance, please contact us with the order information, where available.
We will explain what options are available.
16. Lost or Delayed Returns
When returning an item, we recommend using a reliable delivery service and retaining proof of postage or collection.
For higher-value or fragile items, a tracked and appropriately insured service may be advisable.
Responsibility for goods during a return depends on the circumstances, the applicable law and whether the return was arranged by you or by Refined Home.
For statutory cancellations, we will apply the relevant legal rules governing return obligations and refund timing.
If a return parcel appears lost or delayed, please contact us with any available tracking information.
17. Items Damaged During Return Transit
We recommend packaging returned goods securely to reduce the risk of damage during transportation.
Where possible, use suitable protective materials, especially for glass, mirrors, ceramics, furniture and other fragile products.
Responsibility for damage during return transit will be determined by the applicable legal rules and the circumstances of the return.
We will not automatically deny a statutory refund solely because a returned parcel was damaged in transit.
18. Unauthorised Returns
We recommend contacting our customer support team before returning an item so we can provide the correct return address and instructions.
This is particularly important for large furniture, fragile products and international shipments.
However, failure to obtain a return authorisation number does not remove a customer’s statutory right to cancel or exercise legal remedies.
Returns sent to an incorrect location may experience delays in identification and processing.
19. Refused or Undeliverable Orders
If an order cannot be delivered because of an incorrect address, repeated unsuccessful delivery attempts or other circumstances, please contact us.
The treatment of return shipping charges, redelivery fees and refunds will depend on the reason for the failed delivery, the terms disclosed before purchase and applicable consumer law.
We will not impose charges that are prohibited by law.
If you wish to cancel an eligible order, your statutory cancellation rights remain applicable.
20. How to Request a Return – Step by Step
We aim to keep the returns process straightforward.
Step 1: Contact Customer Support
Email customer-support@refinedhome.co.uk with your order number and return request.
Step 2: Explain the Issue
Tell us whether you wish to cancel an eligible purchase, report a fault, request a replacement or seek another remedy.
Step 3: Receive Return Instructions
We will provide the appropriate return destination and relevant packaging or collection information.
Step 4: Return the Product
Where a return is required, send the goods within the applicable timeframe or follow the agreed collection arrangements.
Step 5: Refund or Resolution
We will process the appropriate refund, replacement, repair or other remedy in accordance with your rights and the applicable deadlines.
21. Your Statutory Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts or replaces any consumer rights that cannot lawfully be limited.
For UK customers, relevant legislation includes:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Other applicable consumer protection legislation
International customers may have additional rights under the laws of their country or region.
Where any part of this policy conflicts with mandatory consumer law, the applicable law will take precedence.
22. Changes to This Policy
We may update this Returns & Refunds Policy to reflect changes in our products, shipping arrangements, fulfilment services or legal obligations.
Any changes will be published on this page with an updated revision date.
Changes will not retrospectively remove rights or alter contractual terms applicable to orders already accepted, except where permitted by law.
23. Contact Refined Home
If you have any questions about returns, refunds, cancellations, damaged goods or international purchases, please contact our customer support team.
Refined Home
Website: https://refinedhome.co.uk/
Email: customer-support@refinedhome.co.uk
Business Address: Ilford, Essex, IG6 3TU, United Kingdom
Please include your order number in any correspondence relating to an existing purchase.
We aim to provide clear information and a helpful resolution for every eligible return or refund request.
Refined Home – Beautiful Living, Thoughtfully Refined.
Last Updated: 5 November 2026