Returns
Returns
Everything you need to know about returning items purchased from Downton Home.
Everything you need to know about returning items purchased from Downton Home.
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.
Changed Your Mind?
If you simply change your mind, notify us within 14 days after delivery and send the goods back within a further 14 days.
You may inspect items as you reasonably could in a shop. Handling beyond what is necessary may result in a lawful deduction for diminished value, but original packaging and a blanket prohibition on assembly are not conditions of statutory cancellation rights.
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.
- Collection fees typically range from £10–£80, depending on size, weight, and location.
- For oversized, heavy, or fragile items, costs may be around 10% of the item price.
- You may also organise your own return; please ensure the service insures against loss or damage, and keep proof of dispatch so any loss or damage during the return journey can be investigated fairly.
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
For eligible consumer cancellations, refunds will be processed without undue delay and no later than 14 calendar days after we receive the returned goods or evidence that you have sent them back, whichever is earlier.
Refunds are made to your original payment method, and you’ll receive confirmation once completed.
We recommend keeping the original packaging to protect items during return, but it is not required to exercise your statutory cancellation rights. We may make a lawful deduction for diminished value only where goods have been handled beyond what is necessary to inspect them as you would in a shop.
A valid proof of purchase (such as your order confirmation email or invoice) is required for all returns and refunds.
Exchanges
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.
Exceptions to Change-of-Mind Cancellation
Statutory change-of-mind rights have limited exceptions, including goods genuinely made to the customer's specifications or clearly personalised, and certain hygiene-sealed goods that are unsuitable for return after being unsealed, where the statutory conditions apply.
Ordinary made-to-order stock, sale or outlet items, and assembled furniture are not automatically excluded simply because of those descriptions. For assembled goods, excessive handling may justify a lawful deduction for diminished value. Your rights for faulty or misdescribed goods remain unaffected.
Faults & Damages?
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 as soon as possible, ideally within 48 hours with a detailed description and clear supporting images.
Please keep the item safe and retain its protective packaging if available while we investigate; original packaging is not a condition of your statutory rights. We may:
- Send a furniture repair specialist to assess and fix the item
- Dispatch a replacement item
- Arrange a collection and refund if neither repair nor replacement is possible
A manufacturing fault refers to a defect that makes the product unsuitable for its intended purpose or a flaw that occurred during production.
Faults & Manufacturing Issues
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 as soon as possible, ideally within 48 hours with a detailed description and clear supporting images.
Please keep the item safe and retain its protective packaging if available while we investigate; original packaging is not a condition of your statutory rights.
Depending on the case, we may:
- Send a furniture repair specialist to assess and fix the item
- Dispatch a replacement item
- Arrange a collection and refund if neither repair nor replacement is possible
A manufacturing fault refers to a defect that makes the product unsuitable for its intended purpose or a flaw that occurred during production.
FAQs
For eligible online orders, you may cancel at any time before delivery or within 14 days after receiving the goods. You then have another 14 days to return them. The usual cancellation right may not apply to products genuinely made to your individual specifications or clearly personalised. Standard catalogue products are not automatically excluded simply because they are described as made to order.
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 dispatched, your statutory cancellation rights still apply. We will refund the original standard delivery charge where required by law. You may be responsible for direct return delivery costs where these were explained before purchase.
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 may be excluded from specific discount codes as advertised. Where goods have a disclosed cosmetic imperfection, that characteristic forms part of the description; all other applicable rights remain. Eligible consumers retain statutory change-of-mind cancellation rights for outlet purchases, together with their rights where goods are faulty or not as described.
For Downton Home 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 hello@downtonhome.com.
Only products genuinely made to your individual specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights. Standard catalogue products are not automatically excluded simply because they are described as made to order or ordered from a supplier. Please contact us promptly if you wish to cancel. Your statutory rights for faulty, damaged or misdescribed goods remain unaffected.
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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