RETURNS & REFUNDS

We hope you love your purchase. If you change your mind, you may request a return for an eligible item within 14 days of receiving it. Please contact us before sending anything back.

Once your return has been approved, you must send the item back within 14 days. This policy applies to customers worldwide, although the return address and available courier services may vary by destination.

Items must be unused, uninstalled and in a resaleable condition, with all original packaging, parts, accessories and instructions included. Please take particular care when opening and repacking lighting products, as their finishes and components can be delicate.

We may reduce the refund where handling goes beyond what is reasonably needed to inspect the item, or where parts, packaging or accessories are missing. This does not affect your rights if an item is faulty, damaged or not as described.

Unless faulty, the following items cannot usually be returned:

• made-to-order, bespoke or personalised products once production has begun;
• items that have been installed, altered, assembled or used;
• items without their original packaging or with incomplete parts; and
• clearance or final-sale products where the product page states that returns are restricted.

If you are unsure whether your item is eligible, please contact us before arranging a return.

Some products are dispatched from an overseas warehouse, so returning them may involve additional international handling and logistics. Please contact Customer Service before arranging a return so we can confirm whether the item is eligible and provide the correct return address and instructions.

Orders for three or more of the same item may be treated as bulk orders and are not usually eligible for a standard change-of-mind return. In some circumstances we may still be able to help. Please contact Customer Service so we can review the order individually and explain the available options.

Email support@ateasehomelife.co.uk with your order number, the item you wish to return and the reason for the return. Photographs of the product and packaging may help us process your request more quickly.

Please wait for our return instructions and return address before sending the parcel. Returns sent without approval, or to a different warehouse, may be delayed or incur additional costs.

For change-of-mind and other buyer-initiated returns, you will normally need to arrange and pay for return postage. We recommend using a tracked service and keeping your proof of postage until the return is complete.

Express delivery, remote-area supplements and other additional delivery charges are normally non-refundable once the order has been dispatched. Any customs duties or import taxes paid directly by you are not included in our return service and must be reclaimed from the relevant authority where applicable.

Please inspect your order promptly after delivery. If something is faulty, damaged in transit, missing or incorrect, contact us with your order number and clear photographs of the item and packaging.

Once confirmed, we will normally put things right by providing replacement parts, a replacement product or the correct item at no extra cost. If a replacement is not suitable, we will discuss the available options with you. Where you have a statutory right to a refund, that right is not affected.

For problems reported more than 14 days after delivery, we may need further information to assess the cause. If the claim is approved, the replacement part or product will be provided free of charge, although a delivery charge may apply depending on the circumstances. We’ll explain any likely cost before arranging delivery.

If you decline an appropriate free replacement and request a return outside your statutory refund rights, reasonable collection, return or handling costs may apply. We will make any proposed charge clear before proceeding.

The quickest way to receive a different item is usually to return the original product and place a new order. Please contact us first, as we may be able to arrange a direct exchange depending on the product, stock location and destination.

Any difference in price, delivery cost or applicable duties will be confirmed before the exchange is arranged.

All returned items are inspected when they reach the correct warehouse. If the item is used, installed, incomplete, damaged after delivery or not packaged with reasonable care, we may make a fair deduction to reflect any loss in value.

We do not charge a restocking fee. Any deduction will be based on the actual loss in value and explained when we review the return. This does not affect your statutory rights.

Once the return has arrived and passed inspection, we will submit the approved refund to your original payment method within three working days. We will email you when it has been processed.

After submission, your payment provider may take additional time to show the funds:

• PayPal: 1–3 working days
• Credit or debit card: 3–7 working days

Original express or additional delivery charges and any agreed deductions will not be included in the refund. Processing times are estimates and may vary by bank, country or public holiday.

Contact us as soon as possible if you wish to cancel. You can usually cancel a standard order free of charge within 24 hours of placing it, provided it has not entered production or fulfilment. After that, we will still do our best to stop the order, but this may not be possible once processing or dispatch has begun.

Please do not refuse delivery unless Customer Service has asked you to do so. An unapproved refusal can create extra carrier, storage or return charges and may delay your refund. If the parcel is already on its way, we will explain the most suitable return arrangements.

If you have a concern about an order or refund, please contact us before raising a chargeback or payment dispute. This gives us the opportunity to review the issue and offer a suitable resolution without unnecessary delay.

Customer Service is available from 9.00 am to 6.00 pm. Replies may take a little longer at weekends and on public holidays. Thank you for your patience.

Email support@ateasehomelife.co.uk. Please check your inbox and junk or spam folder after emailing us.