Refund Policy
Refund & Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you’re not happy, you may return your order within 30 days of receiving it.
Eligibility for a Return
- The item must be unused, unwashed, and in the same condition you received it.
- It must be free from hair, dust, odours, stains, or other signs of use.
- All original packaging, tags, and inserts must be included.
- Please provide proof of purchase (e.g., your order confirmation email).
To start a return, please email us at [email protected].
We’ll provide instructions on how and where to send your parcel. Items sent back without prior authorisation will not be accepted.
Customers are responsible for the cost of return postage. Requests for refunds before the parcel has been delivered cannot be processed.
Restocking & Hygiene Fee
All approved returns are subject to a 10% restocking fee, deducted from the refund.
Because our products are sofa covers and home textiles, every returned item must undergo professional cleaning, disinfection, inspection, and repackaging before it can be safely resold. This ensures each product is clean, hygienic, and free from bacteria, allergens, or contaminants. Even small traces of pet hair, dust, or odour can render a product unsellable. The fee helps us maintain these strict hygiene and safety standards.
Damaged or Incorrect Items
Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, you must notify us within 48 hours of the carrier marking the parcel as delivered by emailing [email protected] with clear photos of the issue.
If you contact us within 48 hours, we will offer either a replacement or a full refund, depending on your preference.
Claims for damaged items reported after 48 hours cannot be accepted, as we cannot verify whether the damage occurred during delivery or subsequently (e.g., through use, pets, or other household factors).
Non-Returnable Items
- Custom-made or personalised items
- Sale or clearance items
- Gift cards
- Items showing signs of use, washing, contamination, or odour
If you are unsure about your item’s eligibility, please contact us before sending it back.
Exchanges
If you wish to exchange a product, the quickest option is to return the original item (subject to approval) and place a new order for the desired item.
Refunds & Processing Time
Once we receive and inspect your return, we’ll email you to confirm the outcome. If your return is approved, we will issue your refund to your original payment method, minus the 10% restocking fee and any applicable shipping charges.
- Our processing time: typically 3–5 working days after approval.
- Your bank/payment provider: may take an additional 5–10 working days to post the funds.
- In all cases, refunds will be made no later than 14 days from the day we receive the returned goods.
Need Help?
If you have any questions about returns, exchanges, or damage claims, contact us at [email protected].