Politique de remboursement

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.

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 with all original tags and packaging.
  • Proof of purchase (order number, invoice, or receipt) is required.

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

Damaged or Faulty Goods

If your item is faulty, damaged on arrival, or incorrect, you are entitled to a full refund, repair, or replacement. Please contact us within 7 days of delivery with clear photo or video evidence of:

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

We will assess your claim and cover the cost of return shipping if the fault is confirmed.

Non-Returnable Items

The following items are excluded from return unless faulty:

  • Custom or personalised items (e.g. embroidered, engraved or made-to-order)
  • Opened bedding or personal items, such as duvet covers, pillows, towels (for hygiene reasons)
  • Sale items or gift cards

Please contact us with questions before purchasing if you're unsure.

Return Conditions

Returns must include:

  • The item in its original packaging and condition
  • All accessories, manuals, labels, and warranty materials

Failure to include required components may result in processing delays or deductions.

Customers are responsible for return postage costs, unless the item is faulty or incorrect.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved, refunds will be issued to your original payment method within 5–10 working days.

If you haven’t received your refund after this time:

Exchanges

We do not offer direct exchanges. If you wish to exchange, please return your original item for a refund, and place a new order separately.

Restocking & Other Fees

We do not charge any fees for the return of faulty, damaged, or incorrect items, in accordance with your statutory rights.

However, the following charges may apply in limited circumstances for non-faulty returns, where permitted by UK consumer law:

  • Personalised or made-to-order items: If you request cancellation more than 24 hours after placing your order but before dispatch, we may deduct a reasonable charge to cover any costs already incurred (e.g. production or admin). This will be clearly explained to you at the time of cancellation.
  • Items returned after assembly or handling beyond what is necessary to inspect: A deduction may be made from your refund to reflect any loss in value caused by use, assembly, or handling that goes beyond what is allowed under your statutory right to inspect the goods.
  • Refused deliveries of non-faulty items: Where items are refused at delivery without prior agreement and are returned in sellable condition, a reasonable restocking charge may be applied to cover associated handling and administrative costs.
  • Courier collection for non-faulty returns: If you ask us to arrange return shipping for a non-faulty item, we may deduct the cost of collection from your refund. This charge will be confirmed before the collection is arranged.
  • Damage during return: If an item is returned to us damaged due to inadequate packaging or improper handling, we may make a deduction to reflect the resulting loss in value.

All deductions are assessed on a case-by-case basis and reflect only the actual cost or reduction in value, as required under the Consumer Rights Act 2015.

Order Cancellations (Before Dispatch)

You may cancel your order at any time before dispatch by contacting us at info@destinahome.com. Once dispatched, standard return rules apply.

Please note: International orders (outside the UK) cannot be cancelled once placed.

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 and packaging with shipping labels visible.
  • Our team will review and respond within 24 hours.
  • Once approved, we’ll send return instructions and (if applicable) a return label or tracking information.

We recommend returning items using a tracked service and ensuring they are well-packaged to prevent damage in transit.