Return & Refund Policy

1. Returns

All change-of-mind returns must be requested within 14 days of delivery.

For damaged, faulty or incorrect items, please refer to the relevant sections below.

Please contact us before returning any item. Returns must not be sent to our registered office unless we specifically instruct you to do so.

2. Delivery of Large Items

Larger items, including furniture, may be delivered by pallet or specialist courier.

Unless otherwise stated, the courier is responsible for delivery to the agreed delivery point only. The courier is not responsible for moving furniture into its final position within your home.

Where a two-person delivery service is provided, the delivery team may be able to bring the item inside the property, but this does not necessarily include delivery to a particular room or floor unless specifically agreed.

Some larger-item deliveries may be restricted to ground-floor delivery.

3. Access and Measurements

It is your responsibility to check all product measurements before ordering and to ensure that the item will fit through gates, doors, hallways, stairways, lifts and any other access points.

You should also ensure that there is sufficient access for the delivery vehicle and delivery team where applicable.

Couriers are not responsible for dismantling, altering or reloading goods that cannot be delivered because they do not fit through the available access.

Where delivery cannot be completed because of unsuitable access, incorrect measurements or other circumstances within your control, you may be responsible for any additional delivery, collection or return charges incurred.

4. Order Confirmation and Availability

When you place an order, we may initially authorise your payment while product availability is confirmed.

Once availability has been confirmed, payment will be processed and your order prepared for dispatch.

If an item is unavailable, we will cancel the order or payment authorisation and notify you.

Once your order has been dispatched, tracking or delivery information will be supplied where available.

5. Returning Self-Assembly Furniture

Please inspect all parts, panels, fittings and components before beginning assembly.

For change-of-mind returns, self-assembly furniture must be returned unassembled, unused and in its original packaging, with all parts, tools, fixings, accessories and instructions included.

We cannot provide a full refund for furniture that has been fully or partly assembled where the assembly or handling has reduced the value of the item or means that it can no longer be resold as new.

We cannot refund damage caused by incorrect assembly, customer mishandling or misuse.

We cannot provide a full refund where parts, fittings, accessories or components are missing.

6. Inspection Before Assembly

Please examine all components carefully before beginning assembly.

If anything appears damaged, faulty, incorrect or missing, please stop and contact us before continuing with assembly wherever reasonably possible.

Continuing to assemble an item after discovering visible damage may affect our ability to determine how the damage occurred.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

7. Damages

If your order arrives damaged, please notify us within 24 hours of delivery wherever possible.

Please provide:

• clear photographs of the damage;
• photographs of the outer and inner packaging where relevant;
• your name and order number;
• a description of the damage.

Please send this information to shop@dukeshomeinteriors.com.

Please retain all original packaging.

Prompt notification allows us to investigate damage with the courier or supplier and arrange an appropriate solution as quickly as possible.

The request to report delivery damage within 24 hours does not affect your statutory rights.

8. Faulty or Incorrect Items

If an item is faulty, materially different from its description or you have received an incorrect item, please contact us as soon as possible.

We may ask you to provide photographs or other reasonable information to help us establish the nature of the problem.

Depending on the circumstances, we may arrange a replacement, replacement part, repair, collection or refund as appropriate.

Where a replacement is required but is no longer available, an appropriate refund will be issued.

9. Returning Damaged or Faulty Goods

For larger items such as furniture, we may arrange collection rather than asking you to organise the return yourself.

Where reasonably possible, damaged or faulty goods should be retained in their original packaging until the issue has been resolved.

For self-assembly furniture, please do not continue assembly after identifying damage or a fault where it is reasonably possible to stop.

Where goods are confirmed as faulty, damaged or incorrect, return or collection costs will be dealt with in accordance with your statutory rights.

10. Change of Mind

If you change your mind after placing your order and the item has already been dispatched, you may still need to accept delivery before arranging its return.

You must notify us that you wish to cancel within 14 days of receiving the item.

Once you have notified us of your cancellation, the goods must be returned within the applicable return period.

For a change-of-mind return:

• you are responsible for the cost of returning the item;
• the item must be unused and unopened;
• the item must be returned in its original packaging;
• the original packaging must be intact;
• all parts, fittings, accessories, fixings and instructions must be included;
• the item must be returned in a condition that is ready for resale;
• self-assembly furniture must not be partly or fully assembled;
• items with missing parts, damaged packaging, signs of use, assembly or customer damage may not qualify for a full refund.

All unwanted goods must be returned unused, in their original packaging and in a condition suitable for resale.

We cannot provide a full refund for goods that have been used, assembled, damaged, marked, altered, returned with missing parts or otherwise returned in a condition that prevents them from being resold as new.

11. Condition of Returned Goods

All unwanted goods must be returned in a condition suitable for resale.

You are entitled to inspect an item to establish its nature, characteristics and suitability. However, goods should not be used, assembled or handled beyond what is reasonably necessary to inspect them.

Goods returned with evidence of use, damage, excessive handling, assembly, missing components or other deterioration may be subject to a deduction from the refund where their value has been reduced.

12. Original Packaging

For change-of-mind returns, goods should be returned in their original packaging, with the packaging intact wherever reasonably possible.

Furniture and other large or fragile products are often supplied in packaging specifically designed to protect them during transport. You should therefore retain all packaging until you are satisfied that you intend to keep the item.

If original packaging has been discarded or damaged and this results in the product being damaged during return or materially reduces its resale value, this may affect the amount refunded.

13. Return Costs

The cost of returning unwanted goods following a change of mind is your responsibility.

For larger items, return or collection costs can be significant. Please contact us before arranging a return so that we can provide the appropriate return instructions.

Where we arrange collection of an unwanted item on your behalf, the applicable collection charge will be confirmed before collection is arranged.

You will not be responsible for reasonable return or collection costs where goods are confirmed as faulty, damaged, incorrect or otherwise covered by your statutory rights.

14. Large Item Returns and Collections

Please contact us before returning furniture or another large item.

Do not send large items to our registered office.

Depending on the product and its original fulfilment location, we will provide the appropriate return address or arrange a collection where available.

Goods must be appropriately packaged and ready for collection at the agreed time.

Where a collection is arranged for a change-of-mind return and the collection cannot take place because the item is not ready, appropriately packaged or accessible, additional collection charges may apply.

15. Returning Goods Yourself

If you arrange your own return, we strongly recommend using an appropriately insured and tracked delivery service suitable for the size and value of the goods.

You are responsible for ensuring that the goods are appropriately packaged for transportation.

You remain responsible for the goods until they have been received at the designated return location.

We cannot accept responsibility for goods that are lost or damaged while being returned using a carrier arranged by you.

16. Refunds

Once returned goods have been received, they will be inspected before a refund is processed.

For change-of-mind returns, the item must comply with the return conditions set out in this policy.

We will not refund damage caused by customer mishandling, misuse, incorrect assembly or inadequate return packaging.

Refunds will normally be processed within 14 days of receiving the returned goods, or within any earlier period required by applicable consumer law.

Refunds will normally be made using the original payment method.

17. Deductions From Refunds

Where returned goods are incomplete, damaged, used, assembled or otherwise reduced in value because they have been handled beyond what is reasonably necessary to inspect them, we reserve the right to make an appropriate deduction from the refund.

This may include goods that have been:

• fully or partly assembled;
• used beyond reasonable inspection;
• scratched;
• marked;
• stained;
• damaged;
• altered;
• returned with missing parts, fittings or accessories;
• returned without necessary packaging where this has reduced their value.

Where consumer law requires us to refund the original standard delivery charge following cancellation, we will do so. If you selected an enhanced, expedited or other more expensive delivery option, we are not required to refund the additional amount above the cost of our standard delivery service.

18. Statutory Rights

Nothing in this policy is intended to exclude or restrict your statutory consumer rights.

Online customers generally have the right to notify us of a cancellation within 14 days of receiving their goods and then have a further 14 days in which to return them. Customers may reasonably inspect goods, although a deduction may be made where handling beyond what is reasonably necessary has reduced their value.

Your statutory rights also apply where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of applicable consumer law.

19. Contact Information

Trading name: Dukes Home Interiors
Legal entity: Greenacre Ventures Ltd
Company number: 17356425
Registered office: 82A James Carter Road, Bury St Edmunds, Suffolk, IP28 7DE
Email address: shop@dukeshomeinteriors.com

Please include your order number, details of the item and the reason for contacting us when requesting a return or reporting a problem.