Refund policy

RETURN AND REFUND POLICY

We hope you will love your purchase from Décorum of Harrogate. If something is not right, please contact us at sales@decorumofharrogate.com.

CANCELLING AN ONLINE ORDER

You have the right to cancel most online purchases within 14 days of receiving them, without giving a reason. After notifying us of your cancellation, you normally have a further 14 days to return the item.

To request a return, email us with your name, order number and details of the item you wish to return. Please wait for return instructions before sending anything back.

RETURN CONDITION

You may inspect an item as you would in a shop. Returned goods should be handled with reasonable care and, where possible, returned with their original packaging and included accessories.

We may make a reasonable deduction from the refund if an item has been used or handled beyond what is necessary to establish its nature, characteristics and function, resulting in a loss of value.

RETURN DELIVERY COSTS

Unless an item is faulty, damaged, incorrectly supplied or materially different from its description, the customer is responsible for the cost and safe return of the item.

Large furniture and fragile items require suitable transport. Please contact us before arranging a return so that we can advise on safe handling or collection. Any customer-funded collection cost will be agreed before arrangements are made.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives and contact us promptly if it is damaged, faulty, incorrectly supplied or materially different from its description.

Where possible, include photographs of the item and its packaging. We will arrange an appropriate remedy, which may include repair, replacement, collection, a price reduction or refund.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

VINTAGE AND PRE-OWNED ITEMS

Vintage, antique, restored and pre-owned pieces may show age-related wear, marks, repairs, colour variation and other evidence of their history. We will describe and photograph significant features as accurately as reasonably possible.

Characteristics clearly shown or described before purchase are not considered faults. This does not affect your rights where an item is faulty or materially different from its description.

PERSONALISED AND BESPOKE ITEMS

Items made to a customer’s individual specification or clearly personalised cannot normally be returned simply because the customer has changed their mind.

This exception does not apply to faulty, damaged or incorrectly supplied items. Standard products assembled after ordering, including prints offered in our usual frame choices, remain covered by the normal cancellation provisions unless they have been genuinely personalised.

REFUNDS

Once we have received and inspected an eligible return, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method. We will also refund the basic standard delivery charge paid on the original order where required. Any additional amount paid for express or enhanced delivery is not normally refundable.

Refunds will be issued within 14 days of receiving the returned goods or receiving acceptable evidence that they have been sent back, as applicable. Your bank or card provider may require additional processing time.

EXCHANGES

If you would like a different item, the quickest option is usually to return the original purchase and place a separate order. Please contact us if you need assistance.

This policy applies alongside your statutory consumer rights.