Returns Policy

The information below will help answer the most frequently asked questions for our returns and refunds. Please also see our Terms and Conditions for further information. 

 

We are sure you will be overjoyed and enjoy your Online Home Improvements purchases, however if your change your mind, you may be entitled to return items to us for a refund (excluding applicable delivery charges and any additional fees directly incurred such as administration fees, transaction fees incurred to us, etc). This is deemed as a ‘Change of Mind return’. Simply CONTACT US within 14 days of the date you receive your order with details of your order and one of our friendly Customer Service Team will be in touch and will discuss your options. Please note that you will need to cover the cost to return your item(s) to us. We organise a courier to collect your item and return it to us. We don’t permit customers to arrange their own return. And don’t provide a return address, shipping labels, etc. We will organise this for you.

 

Our quality team endeavor to check all orders carefully to make sure items are up to exacting standards before being dispatched to you, and as such damages are rare but can happen. If for any reason a product does arrived damaged, or you did receive the incorrect item, simply contact us within 7 days of receipt, supplying photos of the issue(s) with the product. Our specialist team will then be able to assess your complaint and confirm if your issue is eligible for a replacement. We shall then arrange to either collect the item(s), or parts thereof, from you. Or request that you to send it back to us, and we shall either supply you with a replacement part or product or a full or partial refund, arrange for a repair. We do not offer refunds or replacements due to damaged or incomplete packaging.

Please note: products that are handmade/handcrafted, and/or are made with natural materials or by a natural process, such as stone, marble, wood, glass, etc will have variations in colour, pattern, etc. This is not deemed as a fault or damage to the item. And will not be eligible for a return and/or refund on this basis. Some marble products may require the customer to sign a waiver agreement upon delivery.

 

If you are wanting to exchange an item, you are able to do so within 7 days. Simply contact us and we shall supply you with details to be able to return the item(s) to us (note that this is at your cost). Once we receive the item(s) back to us and quality checked we will be able to process your exchange. Exchange expenses are covered by the customer. Please note: products that are handmade/handcrafted, and/or are made with natural materials or by a natural process, such as stone, marble, wood, glass, etc will have variations in colour, pattern, etc. This is not deemed as a fault or damage to the item. And will not be eligible for a return and/or refund on this basis. Some marble products may require the customer to sign a waiver agreement upon delivery.

 

If you have had a possible change of heart (buyers remorse), you may be able to cancel before your order has shipping arranged in accordance with our full Terms & Conditions Policy. Simply contact us and we will cancel your order and supply you with a full refund if applicable. If your delivery has been arranged, we are unable to cancel it. You would need to refuse delivery. When the item is received back with us, we can progress with your order cancellation.

 

Once your item has been delivered, you are still entitled to cancel your order within 14 days in relation to our Terms & Conditions and Returns Policy. Please see above for details about returning items to us along with our Terms & Conditions. 

 

For Security & Safety reasons, we are only able to provide refund/s to the original payment method which you used to place your order. We will process a refund within 14 days from the time we receive your item/s back into our possession and quality checked. And the returned items meet our satisfactory requirements as specified in our Terms & Conditions (i.e. original packaging, undamaged, no signs of assembly, etc). Please allow 5 working days for your bank account to be credited. 

 

We reserve the right to update and modify our Terms & Conditions and Returns Policy at any time.