At Heaven & Homes, we want you to feel confident and comfortable when shopping with us. We understand that buying furniture online is a big decision, and sometimes things don’t work out. That’s why we’ve created a straightforward and fair returns policy, in line with UK consumer protection laws.
14-Day Return Window
If for any reason you’re not completely satisfied with your purchase, you have the right to return most items within 14 days of receiving them. This period begins the day after your order is delivered. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when it was delivered.
Please notify us via email at returns@[yourbrand].co.uk within this 14-day window if you’d like to return an item. Once we receive your request, we’ll guide you through the next steps, including return instructions and any applicable collection arrangements.
Condition of Returned Items
We kindly ask that items are returned in a resalable condition. This means they should be clean, undamaged, and securely repackaged in their original protective materials. Items that show signs of use, assembly, or damage caused after delivery may not qualify for a full refund. We reserve the right to make reasonable deductions for any loss in value resulting from handling beyond what’s necessary to check the product.
Non-Returnable Items
Certain items are not eligible for return unless they are faulty or damaged upon arrival. These include:
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Custom-made or made-to-order furniture
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Items that have been assembled or modified
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Hygiene-sensitive products such as mattresses or bedding (unless unopened)
If an item is defective or damaged, please contact us immediately upon delivery with photos so we can resolve the issue as quickly as possible.
Refund Process
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be issued to the original payment method within 5–10 working days, depending on your bank or card provider.
If deductions apply due to missing packaging or visible wear and tear, we will inform you of the adjusted refund amount before processing.
Return Shipping Costs
Unless the item is faulty or incorrect, return shipping is the customer’s responsibility. We can help arrange return collection with one of our logistics partners, and any costs associated with that collection will be deducted from your refund. Alternatively, you may choose to return the item yourself using a reliable courier.
We recommend insuring any self-arranged returns, as we cannot be held responsible for lost or damaged packages during transit.
Cancellations Before Delivery
If you change your mind after placing an order but before it has been dispatched, please contact us as soon as possible. We will do our best to cancel the order before shipping. If the order has already left our warehouse, you may still return it once delivered, in accordance with the return process outlined above.
Need Help?
We’re here to make returns and refunds as smooth and stress-free as possible. If you have any questions about your order, our policies, or the return process, please don’t hesitate to get in touch.
Email: returns@[yourbrand].co.uk
Phone: +44 [Your Business Number]
Live Chat: Available during business hours
Business Address: [Insert Address], United Kingdom