Return Policy

If something isn't right for your space, you can send it back. This page sets out exactly how that works.

The short version

• You have 30 days from delivery to start a return.
• Items must be unused and in their original packaging, with all fittings, cords and hardware included.
• You cover return shipping on a change of mind. We cover it if the item is faulty, damaged or not what you ordered.
• Refunds go to your original payment method within 5-10 business days of your return reaching us.

Ready to go? Follow the steps on Start a Return.

What we can accept

We accept returns on items that come back in the condition they left us: unused, unfitted, free of marks or scuffs, and packed in the original box with any inner packaging, protective sleeves, fittings, cords, mounting plates and fixings. Items that have been installed, wired in, cut, drilled, modified or used cannot be returned unless they are faulty.

What we can't accept

• Items marked final sale or clearance at the time of purchase.
• Made-to-order, personalised or customised pieces.
• Gift cards.
• Items returned without their original packaging, or missing fittings and hardware.
• Items returned more than 30 days after delivery.

These exclusions don't affect your rights in respect of goods that are faulty or not as described.

Faulty, damaged or incorrect items

Inspect your order as soon as it arrives. If anything is damaged in transit, faulty, or simply isn't what you ordered, contact us within 48 hours of delivery through the contact form. Include your order number and photos of the item and the outer packaging — the packaging tells us a lot about what happened in transit.

We'll arrange a replacement or a full refund, whichever you prefer, and we pay the return shipping. Please don't install or attempt to repair a faulty item, as doing so may prevent us from refunding it.

Return shipping

On a change-of-mind return, return shipping is at your expense and the original shipping charge is not refunded. We recommend a tracked service — until a return reaches us it remains your responsibility, and we can't refund a parcel that doesn't arrive.

Pack the item as it was sent to you. Glass, ceramic and stone pieces need their original inner packaging to survive the trip; returns that arrive broken because they were loosely packed may be refused or refunded in part.

Refunds

Once your return arrives we inspect it and email you the outcome. Approved refunds are issued to the original payment method within 5-10 business days. Your bank or card issuer may take a further few days to post it to your statement.

If you bought using a discount code or promotion, you are refunded the amount you actually paid, not the pre-discount price. See our promotion terms.

Exchanges

We don't process direct exchanges. Return the original item for a refund and place a new order for the piece you want — this is faster and means you don't lose the item you're after while a return is in transit.

Questions

Message us through the contact form with your order number and we'll come back to you within one business day.