We are confident you will love your items. However, should you need to return an item or require assistance, please refer to the information on this page. We have carefully outlined the process to ensure it is as seamless and effortless as possible.
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Packaging
We kindly advise retaining the original packaging until you are certain you wish to keep your item, as all returns must be made in their original packaging.
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Faulty or Damaged
In the unlikely event that your item arrives with a fault or damage, please contact us within 24 hours of delivery, providing clear photographs and a brief description of the issue so we can assist you promptly.
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Returns
You may return your item within 28 days of delivery. To ensure your return can be processed, please arrange for it to reach us within this period.
Changed Your Mind?
We hope you love your piece. However, if it’s not quite right, you have 28 days from the date of delivery to request a return. Simply begin your return online, and our team will guide you through the process.
To be eligible, items must be returned in their original, unused condition, with no assembly or installation, and in all original packaging.
Return shipping costs are the responsibility of the customer. We kindly ask that you arrange a suitable courier service for your item, ensuring it is fully insured against loss or damage, as we are unable to issue refunds for items that do not arrive back safely.
Before dispatching your return, we recommend taking clear photographs of both the item and its packaging. This helps protect you in the unlikely event of damage during transit or during our quality checks.
Faults & Damages
Every item is carefully inspected prior to dispatch however, on rare occasions, a manufacturing fault or transit damage may occur. We kindly ask that you inspect your order thoroughly upon delivery.
If you notice any faults, damages, or missing components, please notify us within 48 hours of delivery, providing a detailed description along with clear supporting images of the issue.
Please retain the item in its original packaging while we work closely with you to resolve the matter. Depending on the situation, we may arrange for a specialist furniture technician to assess and repair the item, or organise a replacement.
In the unlikely event that a repair or replacement is not possible, we will arrange collection and issue a full refund.
For clarity, a manufacturing fault refers to a defect or issue arising during production that renders the item not fit for its intended purpose.
FAQs
Order Cancellations
You have 14 days from the date of placing your order to request a cancellation. Please note this does not apply to made-to-order or personalised items. To proceed, kindly contact our customer service team.
If your order has already been dispatched, a cancellation will be treated as a failed delivery and may incur additional charges.
For requests made after the 14-day period, please refer to our returns policy for further guidance.
Trade Account Holders
Change-of-mind returns are not guaranteed for Elite Trade account holders and are assessed on a case-by-case basis. Where a return is approved, a restocking fee will apply.
All return requests must be submitted within 7 days of delivery. Responsibility for the item, including any return shipping costs, remains with you until it has been safely received at our warehouse. We strongly recommend using a tracked and fully insured courier service, as we are unable to issue refunds for items lost or damaged in transit.
Approved returns must be received within 28 days of delivery, in resalable condition, unassembled, and in their original packaging.
In the case of faulty or damaged goods, our standard retail terms will apply.
To request a return, please contact your account manager or email info@elitehomedecor.co.uk
Made To Order
Made-to-order and customised products cannot be cancelled and are not eligible for our returns policy.