Furniture Returns & Cancellation Policy

Thank you for your purchase. We operate exclusively as an online retailer, delivering furniture directly from our warehouse to your home. Please review our returns policy below, which outlines your statutory consumer rights and our procedures for returns, replacements, and refunds.

Your contract of sale is strictly with us. We manage our own warehouse storage and fulfillment, partnering with independent specialist courier companies for direct home delivery and collection services. All returns, replacements, and refunds are handled directly by our customer care team.

1. Damaged, Defective, or Incorrect Items

Under the Consumer Rights Act 2015, you have a statutory right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, and receive a full refund within 30 days of delivery.

To help us resolve any issues swiftly, please inspect your furniture immediately upon receipt and notify our customer service team—ideally within 7 days of delivery—if your item is damaged, defective, or incorrect.

• Evidence: You will be asked to provide photographic evidence showing the fault, damage, or product label to help our team assess the issue.
• Packaging: Please retain and use the original packaging to protect the item during any transit.
• Costs: If an item is confirmed as faulty, damaged, or incorrect, you will not incur any collection or return fees.

You may choose from the following resolution options:

• Option A: Courier Collection & Full Refund We will arrange a courier collection directly from your delivery address at our expense. A full refund (including standard outbound delivery charges) will be issued to your original payment method once the item has been received and inspected at our warehouse.
• Option B: Item Replacement via Home Delivery We will arrange for a replacement item to be dispatched to your home. Depending on courier routing, the collection of the damaged item may take place prior to or simultaneously with the delivery of the replacement.
• Option C: Partial Refund (Keep the Item) If the item has minor cosmetic damage or an easily rectifiable issue and you prefer to keep it, we may offer an agreed partial refund of up to 25% of the purchase price.

2. Change of Mind Returns & Cancellations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory right to cancel your order within 14 days of delivery without giving a reason. To give you added peace of mind, we extend this to an enhanced 30-day return window from the date of delivery.

Conditions for Return

• Items must be returned in an "as-new," resalable condition, complete with all original parts, fixings, instructions, and protective packaging.
• Items that have been assembled, modified, or handled beyond what is necessary to establish their nature and characteristics cannot be returned for a change of mind unless approved in advance, and may be subject to a deduction from your refund to reflect any diminished value.

Mandatory Return Authorisation

Important: You must notify us in writing and obtain official Return Merchandise Authorisation (RMA) confirmation from our customer care team before returning any items. Do not dispatch items without prior written confirmation. Unauthorised deliveries cannot be identified by our warehouse intake team and will be refused or returned to sender at your expense.

Once you have received your written RMA confirmation, you may choose one of the following return methods:

• Option A: Customer-Arranged Return (Own Courier) You may arrange your own transport or courier to return the item directly to our warehouse facility: Return Address: Ecoindia Direct Ltd Unit 1 Exhibition Farm Skippers Lane Haverhill CB9 7SJ (Please clearly mark your package and shipping documentation with your RMA reference number). You are responsible for all carriage costs incurred when arranging your own return. We strongly recommend using a tracked, insured courier service, as the goods remain your responsibility and risk until safely delivered to and signed for at our warehouse.
• Option B: Retailer Courier Collection We can schedule our specialist furniture courier partner to collect the item directly from your address. Once collected and verified at our warehouse, we will issue your refund minus a £20.00 courier collection charge to offset the cost of reverse transport.

Refund Processing & Timeframes

Once your return is received, inspected, and verified at our warehouse, your refund will be processed within 14 calendar days via your original payment method. Under UK distance selling regulations, change-of-mind refunds include our standard outbound delivery charge (where applicable); upgraded or express delivery surcharges are non-refundable.

3. Deliveries, Collections, & Data Protection (UK GDPR)

To ensure a smooth delivery and collection experience, a valid UK mobile telephone number must be provided at checkout:

• Courier Notifications: Our contracted delivery partners use SMS and email alerts to provide live tracking and pre-allocated delivery/collection time slots. Collections and home deliveries cannot be booked without an active mobile contact number.
• UK GDPR Compliance: We process your personal data strictly in accordance with the Data Protection Act 2018 and UK GDPR. By placing an order, you acknowledge that your name, delivery address, email, and telephone number will be shared securely with our contracted courier partners solely for the purpose of fulfilling delivery and collection services. Your details will never be sold, leased, or used for third-party marketing purposes.