Refund policy

Last Updated: 27 August 2026

We want you to be completely happy with your purchase. If something isn't right, this policy explains how to cancel, return or exchange your order. Nothing in this policy affects your statutory rights under UK consumer law.

1. Your Right to Cancel (14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days of receiving your goods, without giving a reason. If your order is delivered in multiple parcels, this period runs from the day you receive the final item.

To cancel, email info@style-room.co.uk with your order number. You then have a further 14 days to send the goods back to us.

If your order has not yet been dispatched, contact us as soon as possible and we will try to stop the shipment. Once an order has entered dispatch we cannot recall it, but your 14-day cancellation right still applies on delivery.

2. Extended Returns Window (30 Days)

In addition to your statutory rights, we voluntarily accept returns for change of mind for up to 30 calendar days from the date of delivery. This is a goodwill extension and does not replace or limit the 14-day statutory right described above.

3. Condition of Returned Items

You are entitled to inspect and handle your item as you would in a shop. Unpacking an item, or handling it to check its size, colour and finish, will not affect your refund.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods — for example, an item that has been assembled and used, mounted to a wall, scratched, marked, or a candle that has been burned.

Please return items in their original packaging where possible, as this protects the item in transit. Where original packaging is no longer available, please pack the item securely in equivalent protective material.

4. Items Excluded from the Right to Cancel

The 14-day cancellation right does not apply to:

Made-to-measure and bespoke items — including curtains, blinds, rugs and furniture produced to your specified dimensions.
Personalised items — including prints, signs, cushions and glassware customised with a name, date, message or image of your choosing.
Sealed goods unsuitable for return on hygiene grounds where the seal has been broken after delivery — including mattress toppers, bedding and pillows.

This exclusion does not apply if the item is faulty, damaged or not as described. Your rights under Section 7 remain in full.

5. Damaged, Broken or Faulty Items

Home decor items are fragile and we take particular care with packaging, but transit damage can occur.

Report damage within 48 hours of delivery. Email us at info@style-room.co.uk with:

Your order number
Clear photographs of the damaged item
Clear photographs of the outer packaging, including any visible impact damage
A photograph of the shipping label

Photographs of the packaging are essential for us to pursue a claim with the carrier. We will arrange a replacement or a full refund at no cost to you, and we cover all return shipping.

Reporting after 48 hours does not remove your rights for goods that are genuinely faulty, but transit damage claims become harder to substantiate once packaging has been discarded.

6. Natural Variation in Materials

Many of our products are made from natural or handcrafted materials. Wood grain, marble veining, stone, rattan, ceramic glazes and hand-finished metals vary from piece to piece. Colours may also appear differently depending on your screen settings and your lighting at home.

Variation of this kind is a characteristic of the material, not a defect, and is not in itself grounds for a faulty-goods claim. You are of course still free to return the item under Sections 1 or 2 if it is not what you expected.

7. Faulty Goods — Your Statutory Rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery: you have the short-term right to reject faulty goods and receive a full refund.
Within 6 months: if a fault appears, you are entitled to a repair or replacement. If that is unsuccessful, you are entitled to a refund. Faults appearing in this period are presumed to have been present at delivery unless we can show otherwise.
Up to 6 years (5 years in Scotland): you may still have a claim for goods that do not last a reasonable length of time.

We cover all return shipping costs for faulty, damaged or incorrectly supplied items.

8. How to Return an Item

Contact us first. Email info@style-room.co.uk with your order number, which item(s) you are returning and the reason. Include photographs if the item is damaged or faulty. Please do not send anything back before you hear from us.
We assess your return. In many cases, particularly for lower-value or damaged items, we will resolve the matter without asking you to send the item back at all. See Section 9.
If a return is required, we issue instructions. These include the return address and a return reference. Items sent back without a return reference may not be traceable to your order.
Pack the item securely. Use the original packaging where available. Fragile items must be wrapped with adequate protective material.
Send it back. Use a tracked service and retain your proof of postage. Until the item reaches us, it remains your responsibility.

Return address

Our returns are processed at our fulfilment partner's facility:

Wang Maoqin Lane 1177, Jianlan Road Meixu Street, Yinzhou District Ningbo, Zhejiang 315100 China

Please note before you order: returns are shipped to China, not to a UK address. For change-of-mind returns, you are responsible for the cost of return postage, which is typically £15 to £35 for a small parcel and considerably more for larger items. We tell you this upfront so you can factor it into your decision. Where the cost of returning an item would be disproportionate, we will usually offer an alternative — see Section 9.

9. Who Pays, and When a Return Isn't Needed

Reason for return	Who pays	Do you need to send it back?
Faulty, damaged in transit, or not as described	We do	Usually not — see below
Wrong item sent	We do	Usually not — see below
Change of mind, order value under £50	—	No, in most cases
Change of mind, order value £50 or over	You do	Yes, tracked
Change of mind, large or heavy items	You do	Yes, by arrangement

We do not charge restocking fees.

Faulty, damaged or incorrect items. We will not ask you to pay to return these. Because return carriage to our fulfilment facility often costs more than the item itself, we will normally issue a full refund or send a replacement without requiring the item back at all. Where we do need the item returned, we cover the cost in full and arrange collection or supply a prepaid label.

Change of mind, orders under £50. Contact us and in most cases we will refund you in full without asking you to return the item. This is a commercial decision on our part and does not limit your statutory rights.

Change of mind, orders of £50 or more. A tracked return to the address above is required, at your cost, within 14 days of telling us you wish to cancel. We recommend a service with tracking to China such as Royal Mail International Tracked, and retaining proof of postage.

Large items. Items over 15 kg or with any dimension over 100 cm — mirrors, floor lamps, large planters, framed art — cannot practically be returned by standard post. Contact us before returning one and we will agree the most economical route with you. Do not ship a large item back without agreeing this first.

Customs. Mark any return clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" on the customs declaration. Returns sent with an incorrect declaration may incur import charges, which will be deducted from your refund.

10. Refunds

Once your return has been received and inspected, we will email you to confirm the outcome.

Approved refunds are issued to your original payment method within 14 days of us receiving the goods, or within 14 days of you providing proof of return, whichever is earlier. In practice we process most refunds within 5 business days.
Refunds include the standard outbound delivery charge you paid. If you selected an upgraded or express delivery service, we refund the standard rate only.
If you return only part of an order, the delivery charge is not refunded.
Your bank or card issuer may take a further 3 to 5 business days to post the funds to your account.

Haven't received your refund? Check your account again, then contact your card issuer, as posting times vary. If more than 10 business days have passed since our confirmation email, please contact us.

11. Exchanges

We do not process direct exchanges. To obtain a different item, colour or size, please return the original under this policy and place a new order. This is usually faster than an exchange and ensures the replacement is not sold out in the meantime.

12. Lost Parcels

If tracking shows your parcel as delivered but you have not received it, or tracking has not updated for 10 business days, contact us and we will open an investigation with the carrier. Please see our Delivery Policy for full details.