Returns & Refunds
We want every customer to have a smooth shopping experience. If you receive a damaged, defective, or wrong product, you can request a return or replacement within the eligible return period — no quibble, no stress.
Return Eligibility
Most items qualify for return if they meet the following conditions:
- The item is returned within 30 days of the original delivery date
- It is in its original, unused condition
- It is in the original packaging with all tags and accessories included
- You have your order confirmation or order ID available
Return Request Timeline
| Issue | Window to Request |
|---|---|
| Damaged on arrival | Within 48 hours of delivery (with photos) |
| Defective / faulty | Within 30 days of delivery |
| Wrong product delivered | Within 7 days of delivery |
| Changed my mind | Within 30 days, unused & sealed |
Damaged, Defective or Wrong Product
If your order arrives damaged, defective or wrong:
- Email hello@brhomedecoration.co.uk within 48 hours with clear photos of the issue and your order ID
- We’ll arrange a free collection from your address at a time that suits you
- Choose a free replacement or a full refund — whichever you prefer
- No deductions, no return shipping fees, no hassle
How to Initiate a Return
- Log in to My Account → Orders and select “Request Return”
- We’ll email you a prepaid returns label within 24 hours
- Pack the item securely in its original packaging
- Drop it at any UK Post Office — no postage to pay
Non-Returnable Items
For hygiene, safety and bespoke reasons, the following are not eligible for return:
- Custom-made or personalised pieces (unless faulty)
- Live plants (unless damaged on arrival)
- Gift cards and digital vouchers
- Items returned more than 30 days after delivery
- Items not in original, resaleable condition
Refund Processing Timeline
Refunds will be processed after the returned item is received and inspected. The refund timeline may vary depending on the payment method and bank processing time:
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 3–5 working days after inspection |
| PayPal | 1–2 working days after inspection |
| Apple Pay / Google Pay | 3–5 working days |
| Klarna / Buy-Now-Pay-Later | 5–7 working days |
You’ll receive an email confirmation at each stage of the process.
Customer Support
For any return-related questions, please reach out:
- Email: hello@brhomedecoration.co.uk
- Phone / WhatsApp: 0800 123 4567
- Mon–Fri, 9 AM–6 PM GMT
Your statutory rights are not affected.