Refund policy

Refund & Returns Policy (UK Customers)

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us in writing (email) within 14 days of delivery.

After notifying us, you must return the goods within 14 days.

2. Change of Mind Returns

If you are returning an item because you have changed your mind:

  • Items must be unused and in resalable condition.
  • Items must be returned in original packaging.
  • You are responsible for return shipping costs.
  • We strongly recommend using a tracked delivery service, as we are not responsible for returns lost in transit.

We reserve the right to reduce the refund if the item shows signs of handling beyond what is necessary to inspect its nature, characteristics, and function.

Original delivery charges are non-refundable unless the entire order is cancelled within the 14-day cooling-off period.

3. Damaged or Faulty Items

If your item arrives damaged or faulty:

  • You must notify us within 48 hours of delivery.
  • Clear photo evidence of the item and all packaging must be provided.
  • Original packaging must be retained for inspection.

Once verified, we will offer one of the following:

  • Replacement
  • Full refund
  • Store credit

We may not require return of severely damaged goods depending on the circumstances.

4. Handmade & Natural Product Disclaimer

Many of our products are handcrafted using natural materials including wood, coconut leaf, and molten glass.

Variations in:

  • Wood grain
  • Texture
  • Shape
  • Glass flow patterns
  • Colour tone
  • Minor surface imperfections

are natural characteristics and not considered defects.

Each piece is unique. Slight variations from product images are expected and do not qualify as faults.

5. Electrical Items (Natural Coconut Lamps)

Our lamps are supplied with light fitting, LED bulb and plug.

To qualify for return:

  • The lamp must not be installed permanently or modified.
  • It must not be used beyond reasonable inspection.
  • It must be returned with all components.

We reserve the right to refuse a refund if the item has been altered, incorrectly installed, or damaged due to misuse.

This does not affect your statutory rights in the case of genuine faults.

6. Refund Processing

Once returned goods are received and inspected, refunds will be processed within 14 days.

Refunds will be issued to the original payment method.

7. Non-Refundable Situations

We may refuse a refund if:

  • The item is returned outside the 14-day cancellation period.
  • The item is not returned within 14 days of cancellation notice.
  • The item is damaged due to inadequate return packaging.
  • The item shows excessive handling or use.

This policy does not affect your statutory rights under UK consumer law.

8. How to Start a Return

To request a return, please contact:

[Insert Your Store Email Address]

Please include:

  • Your order number
  • Reason for return
  • Photos (if damaged or faulty)

We will provide return instructions once your request is reviewed.