Política de reembolso

Returns, Refunds & Cancellation Policy (UK Customers)

We are committed to ensuring your satisfaction. Under UK law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015, you are entitled to certain rights when purchasing from Destina Home. The following sets out our returns, refunds, and cancellation policies in accordance with your legal protections.

Your Right to Cancel

You have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. You then have another 14 days from the date you notify us to return the goods.

To cancel, simply email info@destinahome.com with your order number and intent to cancel. Cancellations are not accepted after dispatch unless covered under the returns policy below.

Please note that statutory cancellation rights do not apply to certain exempt goods, including certain custom-made, personalised, or made-to-order goods, where applicable under UK law.

Returns Policy

In addition to your legal cancellation rights, we offer a 30-day return period from the date of delivery.

To be eligible for a return:

  • The item must be in its original condition – unused, unassembled, unwashed, and complete with all original parts, accessories, tags and packaging.
  • Proof of purchase (order number, invoice, or receipt) is required.
  • The item must not have been damaged, altered, assembled, or used beyond what is reasonably necessary to inspect its nature, characteristics and functioning.

To initiate a return, please email info@destinahome.com. We will provide return instructions. Returns sent without prior contact may be rejected or may experience delays in processing.

Change of Mind, Incorrect Size, Incorrect Order or Refused Delivery

Returns requested because of a change of mind, an incorrect size selection, ordering the wrong item, placing an incorrect order, no longer needed, or refusing a delivery after dispatch are considered non-faulty returns and are subject to your statutory rights.

For these returns:

  • The customer is responsible for the direct cost of returning the furniture to us. As our products are large and bulky, return shipping can be substantial.
  • The return must be fully tracked and adequately protected against loss or damage. The customer remains responsible for the goods until they are safely delivered to us.
  • A £10 restocking and return-processing fee will be deducted from the applicable refund per package, where permitted by law. For example, if an item consists of three packages, a £30 fee will apply.
  • All returned packages will be inspected. If the product has been damaged, used, assembled, is incomplete, or has been handled beyond what is reasonably necessary for inspection, the refund may be reduced proportionately to reflect the actual reduction in value.
  • Any damage or loss occurring during return transportation remains the customer's responsibility, subject to applicable law and the terms of the return carrier or insurance.
  • This policy does not affect the customer's statutory rights in respect of faulty, damaged or otherwise non-conforming goods.
  • If the customer refuses delivery without prior agreement, this does not remove the customer's responsibility for the applicable return transportation costs.
  • If Destina Home is required to arrange collection at the customer's request, the actual reasonable collection/return transportation and return protection cost may be deducted from the refund, where permitted by law.

For large, heavy, or bulky furniture, customers should be aware that return transportation may be substantially more expensive than standard parcel postage.

These provisions do not affect any statutory rights the customer may have where the goods are faulty, damaged, misdescribed, or otherwise do not conform to the contract.

Return Condition and Inspection

All returned items will be inspected upon receipt.

Returns may be rejected, or the refund may be reduced to reflect the loss in value, where permitted by law, if the returned item:

  • Has been used or materially handled beyond what is reasonably necessary for inspection.
  • Has been assembled or installed, where such assembly causes a reduction in value.
  • Is damaged or has been damaged while being returned due to inadequate packaging or improper handling.
  • Has missing, substituted, broken, or damaged parts, accessories, fittings, manuals, labels, or other components.
  • Is returned without its original packaging where the absence of the packaging has caused a loss in value or prevents the item from being safely resold.
  • Has been modified, altered, repaired, or otherwise changed by the customer or a third party.

Where applicable, any deduction will be based on the actual reduction in value and will be applied in accordance with UK consumer law.

Damaged or Faulty Goods

If your item is faulty, damaged on arrival, or incorrect, you may have statutory rights to a repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.

Please contact us as soon as possible, preferably within 7 days of delivery, with clear photo or video evidence of:

  • The damage or defect
  • The outer packaging
  • The shipping label

We will assess your claim and, where the fault or damage is confirmed to be our responsibility, we will cover the reasonable cost of return shipping.

Do not continue assembling or using an item if you discover a suspected manufacturing defect, incorrect component, or significant damage. Continuing to assemble or use a product may affect our ability to assess the original condition and may affect any remedy to the extent permitted by law.

Non-Returnable Items

The following items are excluded from return unless faulty or otherwise covered by statutory rights:

  • Custom, personalised, or made-to-order items, where the statutory cancellation exemption applies.
  • Opened bedding or personal items, such as duvet covers, pillows, and towels, where the hygiene exemption applies.
  • Gift cards.
  • Other goods that are legally exempt from cancellation or return rights under applicable UK law.

Please contact us before purchasing if you are unsure whether an item is eligible for cancellation or return.

Return Conditions

Returns must include:

  • The item in its original packaging and condition, where applicable.
  • All original parts and components.
  • All accessories, manuals, labels, fittings, and warranty materials.

Customers are responsible for ensuring that the item is securely packaged and adequately protected during return transportation.

Failure to include required components, or returning an item damaged due to inadequate packaging or improper handling, may result in a deduction from the refund or rejection of the return, to the extent permitted by law.

Customers are responsible for return postage and transportation costs for non-faulty returns, including change-of-mind, incorrect-size, incorrect-order, and refused-delivery returns.

Refunds

Once your return is received, we will inspect the item and notify you of the outcome.

If the return is approved, the refund will be issued to your original payment method within 5–10 working days after approval.

For eligible non-faulty returns, the refund may be reduced by:

  • The applicable return shipping or collection cost, where the customer is responsible for the return.
  • The original delivery/shipping cost paid by Destina Home, where permitted by applicable law.
  • Any lawful deduction reflecting a reduction in value caused by use, assembly, damage, missing parts, inadequate packaging, or handling beyond what is reasonably necessary to inspect the goods.

If you have not received your refund after the stated period:

  • Check with your bank or card issuer.
  • If the refund is still unresolved, email us at info@destinahome.com.

Nothing in this policy limits or excludes any statutory refund rights that cannot legally be excluded.

Exchanges

We do not offer direct exchanges.

If you wish to exchange an item for a different product, size, colour, or specification, you should return the original item in accordance with this policy and place a new order separately.

Restocking & Other Fees

We do not charge additional fees for the return of faulty, damaged, or incorrectly supplied items where the issue is our responsibility.

However, the following costs or deductions may apply to non-faulty returns where permitted by UK consumer law:

  • Change-of-mind returns: The customer is responsible for arranging and paying the return shipping.
  • Incorrect size or incorrect order: The customer is responsible for arranging and paying the return shipping.
  • Refused delivery: The customer is responsible for the applicable return transportation costs where the goods were non-faulty and delivery was refused without prior agreement.
  • Original delivery cost: The original shipping/delivery cost paid by Destina Home may be deducted from the refund for non-faulty returns, where legally permissible.
  • Courier collection: If the customer asks Destina Home to arrange collection of a non-faulty return, the actual reasonable collection cost may be deducted from the refund.
  • Damage or loss of value: A reasonable deduction may be made where the goods are returned damaged or have been used, assembled, altered, or handled beyond what is reasonably necessary to inspect them.
  • Missing parts or accessories: A deduction may be made to reflect the actual reduction in value caused by missing or damaged components.

All deductions will be assessed on a case-by-case basis and, where applicable, will reflect the actual cost or reduction in value in accordance with UK consumer law.

Order Cancellations (Before Dispatch)

You may cancel your order before dispatch by contacting us at info@destinahome.com, subject to any statutory exemptions and the specific terms applicable to the product.

For made-to-order, custom, or personalised products, cancellation rights may be restricted once production has commenced where permitted by applicable law.

Once an order has been dispatched, standard return and cancellation rules apply.

Please note: International orders (outside the UK) cannot be cancelled once placed, except where cancellation rights are required by applicable law.

Made-to-Order & Pre-Orders

Made-to-order (MTO) products and pre-order products are subject to a 48-hour cancellation period from the time the order is placed. Customers may request cancellation within this 48-hour period by contacting info@destinahome.com and providing their order number.

After the 48-hour cancellation period has expired, the order is considered confirmed and cannot be cancelled or returned due to change of mind, incorrect size, incorrect order, or other non-fault reasons, where permitted by applicable UK law.

This restriction applies because made-to-order and pre-order products are specially allocated, prepared, or produced in accordance with the customer's order and may enter the production or fulfilment process shortly after the order is placed.

This provision does not affect any statutory rights or remedies that cannot legally be excluded, including rights relating to goods that are faulty, damaged, misdescribed, or otherwise do not conform to the contract.

How to Request a Return, Refund, or Replacement

  • Email info@destinahome.com with your order number and reason for the request.
  • For damaged items, include at least 3 high-resolution photos showing the issue, the product, outer packaging, and shipping labels.
  • Our team will review your request and respond within 24 hours.
  • Once approved, we will provide return instructions and, where applicable, a return label or tracking information.

We strongly recommend returning items using a fully tracked service and ensuring they are securely and adequately packaged to prevent damage during transportation.

Important

This policy is intended to explain your rights and our procedures clearly. Nothing in this policy is intended to exclude, restrict, or override any consumer right or remedy that cannot lawfully be excluded or restricted under UK law.