Everything you need to know about returning items purchased from Downton Home Furnishings.
Everything you need to know about returning items purchased from Downton Home Furnishings.
We want you to love your purchase, but if there’s an issue or you need to return an item, this guide makes the process simple and stress-free.
All returns and refund processes comply with the Consumer Rights Act 2015.
Your statutory rights are not affected.
If you simply change your mind, you may return your order within 28 days from delivery.
Items must be unused, unassembled, and in their original packaging to be eligible.
While we would love to cover return costs, our competitive pricing means we are unable to offer free returns. However, we can arrange collection via specialist couriers at a pre-agreed fee to ensure safe transport.
Important: For glass and mirrored items, most standard couriers will not cover damages, so please select an appropriate service.
Before returning an item or arranging collection, take clear photos of the item and its packaging. This helps protect your claim in case of any issues during transit.
Refunds will be processed within 7–14 working days of receiving your returned item.
Refunds are made to your original payment method, and you’ll receive confirmation once completed.
If the returned item is not received in its original condition or packaging, we reserve the right to deduct a reasonable amount from your refund to cover repackaging or refurbishment costs.
A valid proof of purchase (such as your order confirmation email or invoice) is required for all returns and refunds.
If you wish to exchange an item for an alternative product or size, please contact our Customer Service Team.
We’ll confirm availability and arrange this where possible.
Certain items are non-returnable for hygiene or safety reasons, unless faulty.
These include, but are not limited to:
Although we carefully inspect all items before dispatch, occasionally a product may have a manufacturing defect or become damaged in transit. It is essential to check your delivery thoroughly for faults, damages, or missing parts.
If you discover a problem, notify us within 48 hours with a detailed description and clear supporting images.
Please keep the item safe and in its original packaging while we investigate. We may:
A manufacturing fault refers to a defect that makes the product unsuitable for its intended purpose or a flaw that occurred during production.
Although we carefully inspect all items before dispatch, occasionally a product may have a manufacturing defect or become damaged in transit. It is essential to check your delivery thoroughly for faults, damages, or missing parts.
If you discover a problem, notify us within 48 hours with a detailed description and clear supporting images.
Please keep the item safe and in its original packaging while we investigate.
Depending on the case, we may:
A manufacturing fault refers to a defect that makes the product unsuitable for its intended purpose or a flaw that occurred during production.
You can request to cancel your order within 14 days of placing it. Please note, this does not apply to ‘Made to Order’ or personalised items, which are specially created for you.
To cancel, simply reach out to our Customer Service Team, and we’ll guide you through the process.
Orders Already Dispatched
If your order has already been sent, cancelling it may incur a failed delivery or collection fee, depending on the courier service.
Cancellations After 14 Days
For requests made beyond the 14-day window, please refer to our Returns & Refunds Policy to understand your options.
Our Outlet Collection features a range of products, the majority of which are brand new and may have simply had the box opened. Some of the items may have minor cosmetic imperfections such as a mark or slight scratch.
All Outlet items have been thoroughly quality-checked to ensure that any potential flaws don’t compromise functionality or beauty. Any opening or moving mechanisms are checked to ensure perfect working order.
Please note: Outlet products are excluded from all discount codes, and returns are only accepted if the product is deemed not fit for purpose.
For Downton Home Furnishings trade accounts, change-of-mind returns are not guaranteed. All requests are considered on a case-by-case basis, and if approved, a restocking fee may apply.
Return requests must be submitted within 7 days of delivery.
Trade customers are responsible for all return costs, and the condition of the item until it reaches our warehouse. Please ensure all returns are sent via a tracked and insured service, as we cannot refund items that are lost or damaged in transit.
All returned items must arrive within 28 days, in resalable condition, in original packaging, and unassembled. Standard terms for faulty or damaged goods still apply.
For assistance with trade returns, please contact your account manager or email trade@downtonhome.com.
All made-to-order and customised products are non-cancellable and not eligible for returns. Please ensure all details are correct before confirming your order, as these items are specifically tailored for you and cannot be resold.
For products that require assembly, please carefully check that all parts and instructions are included before beginning. Inspect each component for any damage or defects prior to assembling.
We are unable to provide refunds or replacements for items that are damaged or incorrectly assembled during the assembly process, so thorough inspection beforehand is essential.
Many of our products are made from natural materials, which means that each piece is unique. Variations in colour, grain, texture, and appearance are to be expected and are a natural part of the material’s character.
Items with distressed, antique, or vintage finishes may feature intentional marks or imperfections to enhance their authentic and handcrafted appearance.
Please also note that colours may vary slightly due to differences in screen settings and display quality, so the product you receive may not exactly match what appears on your device.
As part of our sustainability commitment, we encourage customers to retain or responsibly recycle packaging wherever possible. We’re continually reviewing our packaging to minimise waste and reduce our environmental impact.
Need Help?
Our friendly Customer Service Team is here to support you at every stage of your order. Whether you need help arranging a return, tracking an item, or resolving an issue, we’re here to assist quickly and professionally.
hello@downtonhome.com
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