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Returns Policy

This Returns Policy is set out in accordance with our Terms & Conditions, presented in full here.

This Returns Policy was last updated on 04/02/2024.

1. Definitions and Interpretation

1.1 Unless the context otherwise requires, the following expressions have the following meanings:

“Contract” means a contract for the purchase and sale of Goods;
“Goods” means the goods sold by Us through Our Site;
“Order” means your order for Goods;
“Order Confirmation” means Our acceptance and confirmation of your Order;

“Order Number” means the reference number for your Order; and means UK Decor Ltd.

“We/Us/Our” means UK Decor Ltd.

2. Information About Us

2.1 Our Site is operated by UK Decor Ltd. We are a limited company registered in England under company number 08253403. Our registered address is 4 Berkeley Close, Potters Bar EN6 2LG. Our VAT number is GB 186 0337 04.

3. How to Contact Us
3.1 To contact Us with general questions, orders, cancellations or complaints,

please email Us at office@ukdecor.co.uk

14. Faulty, Damaged, or Incorrect Goods – Our liability

  1. 14.1  We warrant that the Goods, on delivery, and for a period of 24 months thereafter (the “Warranty Period”) shall be as described; be free from material defects in design, material, and workmanship; be of satisfactory quality (as defined in the Sale of Goods Act 1979); and be fit for any purpose described by Us.
  2. 14.2  If any Goods you have purchased do not comply, subject to sub-Clause 14.3 and your compliance with sub-Clauses 14.2.1 to 14.2.3, We shall, at Our option, repair the affected Goods, replace them, or issue you with a full refund for the price of the affected Goods. The following conditions shall apply:
    1. 14.2.1  You must give Us written notice of the non-compliance during the Warranty Period within a reasonable time of discovering it;
    2. 14.2.2  You must return the Goods in question to Us at Our expense (see sub- Clause 14.6 for more information); and
    3. 14.2.3  You must give Us a reasonable opportunity to examine the Goods in question.
  3. 14.3  We will not be liable for any non-compliance with the provisions of sub-Clause 14.1 of any Goods if any of the following apply:
    1. 14.3.1  You have made any further use of the affected Goods after giving Us written notice of the non-compliance under sub-Clause 14.2.1;
    2. 14.3.2  The non-compliance has arisen as a result of your failure to follow Our instructions on the correct usage, maintenance, installation, storage of the affected Goods or, where no instructions are provided, your failure to follow good trade practice with respect to the same;
    3. 14.3.3  The non-compliance has arisen as a direct result of any information (incorrect or otherwise) provided by you to Us;
    4. 14.3.4  You have made any unauthorised alterations or repairs to the affected Goods; or
    5. 14.3.5  The non-compliance is the result of normal wear and tear, deliberate damage, negligence, or abnormal or unsuitable working conditions.
  4. 14.4  The terms of this Clause 14 shall also apply to any Goods which are repaired or replaced by Us under sub-Clause 14.2.
  5. 14.5  Except as provided in this Clause 14, We shall have no further liability to you with respect to Goods which do not comply with sub-Clause
  1. 14.6  To return Goods to Us for any reason under this Clause 14, please contact Us to arrange for a return. We will be fully responsible for the costs of returning Goods under this Clause 14 and will reimburse you where appropriate.
  2. 14.7  Refunds (whether full or partial) under this Clause 14 will be issued within 7 working days of the day on which We agree that you are entitled to the refund.
  3. 14.8  Any and all refunds issued under this Clause 14 will include all delivery costs paid by you (where applicable) when the Goods were originally purchased.
  4. 14.9  We will not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, interruption to business, for any loss of business opportunity, or for any indirect or consequential loss arising out of or in connection with any contract between you and Us.
  5. 14.10  If you are a consumer, for full details please refer to the Citizens Advice website. Nothing in these Terms of Sale will affect your legal rights.

14.11 Refunds under this Clause 14 will be made using the same payment method that you used when ordering the Goods

  1. Your Rights to Cancel and End the Contract
    1. 15.1  If the Goods are faulty or misdescribed, you may have a legal right to end the Contract, to have the Goods repaired or replaced, or to get a full or partial refund. Please refer to Part 14, above, for more information.
    2. 15.2  If you are a consumer and have changed your mind, you may have a legal right to a “cooling-off period” within which you can end the Contract for any reason. Please refer to Part 16, below, for more information.
    3. 15.3  If you wish to end the Contract because of something We have done or are going to do, please refer to Part 17, below, for more information.
  2. Cancelling and Ending the Contract if You Change Your Mind
    1. 16.1  If you are a consumer, the Consumer Contracts Regulations 2013 give you the legal right to change your mind and end the Contract for any reason. This 14 calendar day “cooling-off period” begins once your Order is complete and we send you the Order Confirmation, i.e. when the Contract is formed, and ends as set out below. You may also cancel for any reason before We send the Order Confirmation.
      1. a)  If the Goods are being delivered to you in a single instalment, the cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the Goods.
      2. b)  If the Goods are being delivered in separate instalments on separate days, the cooling-off period ends 14 calendar days after the day on which you (or someone you nominate) receive(s) the final instalment of Goods.
    2. 16.2  If you wish to end the Contract for this reason, you must inform Us by email within the cooling-off period. Please state that you want to cancel and end the Contract, providing your name, address, details of your Order and your email address and telephone number. Our contact details are provided above in Part 3.
    3. 16.3  Your cancellation notice is effective from the date on which you send it. Provided you send your cancellation notice or contact Us directly by 23:59:59 on the final day of the cooling-off period, your cancellation will be valid and accepted.

16.4 Please note that this right to cancel may not apply in the following circumstances:

  1. a)  If the Goods are sealed for health or hygiene reasons and you have unsealed them after receiving them;
  2. b)  If the Goods consist of sealed audio or video recordings or sealed computer software on physical media and you have unsealed them after receiving them;
  3. c)  If the Goods are likely to deteriorate quickly
  4. d)  If the Goods have been personalised or custom-made for you;
  5. e)  If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
  1. Cancelling and Ending the Contract Because of Something We Have Done or Will Do
    1. 17.1  You may have the right to cancel and end the Contract because of something We have done or have informed you that We are going to do. This right to cancel applies in the following circumstances:
      1. a)  We have informed you about an upcoming change to these Terms of Sale that you do not agree to (see Part 5.1);
      2. b)  We have informed you about an error in the price or description of the Goods and you do not wish to proceed;
      3. c)  There is a risk that delivery of the Goods will be substantially delayed due to events outside of Our control (see Part 13.3);
      4. d)  You have a legal right to end the Contract because We have done something wrong (including where We have not delivered the Goods on time and the circumstances in Part 13.6 or 13.7 apply).
    2. 17.2  If you cancel and end the Contract for any of the reasons set out in this Part 17, the Contract will end immediately and you will receive a full refund for any Goods which have not yet been provided.
    3. 17.3  If you wish to end the Contract for this reason, you may inform Us by email. Please state that you want to cancel and end the Contract, providing your name, address, details of your Order and your email address and telephone number. Our contact details are provided above in Part 3.
  2. Events Outside of Our Control (Force Majeure)

18.1 We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.

18.2 If any event described under this Clause 12 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms of Sale:

  1. 18.2.1  We will inform you as soon as is reasonably possible;
  2. 18.2.2  We will take all reasonable steps to minimise the delay;
  3. 18.2.3  To the extent that We cannot minimise the delay, Our affected obligations under these Terms of Sale (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
  4. 18.2.4  We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
  5. 18.2.5  If the event outside of Our control continues for more than 30 days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible and will be made using the same payment method that you used when ordering the Goods.
  6. 18.2.6  If an event outside of Our control occurs and you wish to cancel the Contract as a result, you may contact Us providing your name, address, email address, telephone number, and Order Number. Any refunds due to you as a result of such cancellation will be paid to you as soon as is reasonably possible and will be made using the same payment method that you used when ordering the Goods.

19. Returning Goods After Cancelling and Ending the Contract

  1. 19.1  Subject to your right to partially cancel your Order under Part 13.8, if you cancel and end the Contract for any reason after Goods have been dispatched or delivered to you, you must return the Goods to Us or arrange for their collection. We strongly recommend using fully insured shipping services. Please contact Us using the details provided above in Part 3 for return details.
  2. 19.2  If you are exercising your right to change your mind under the cooling-off period as set out in Part 15, you must return the Goods to Us no more than 14 calendar days after the day on which you informed Us that you wish to cancel.
  3. 19.3  We will cover the costs of returning the Goods to Us in the following circumstances:
    1. a)  The Goods are faulty or misdescribed;
    2. b)  You are cancelling and ending the Contract because of upcoming changes to these Terms of Sale that you do not agree to;
    3. c)  You are cancelling and ending the Contract because of upcoming changes to the Goods that you do not agree to;
    4. d)  You are cancelling and ending the Contract because We have made an error in the price or description;
    5. e)  You are cancelling and ending the Contract because there is a risk that delivery of the Goods will be substantially delayed due to events outside of Our Control;

6. f) You are cancelling and ending the Contract because you have a legal right to do so because We have done something wrong (including where We have not delivered the Goods on time and the circumstances in Part 13.6 or 13.7 apply).

  1. 19.4  In all other circumstances, including where you are exercising your right to change your mind under the cooling-off period, you must cover the costs of returning the Goods to Us.
  2. 19.5  If you are responsible for the costs of returning the Goods to Us and We are collecting them, the cost charged to you will only be the direct cost to Us of collecting the Goods.
  1. Refunds
    1. 20.1  All refunds due to you will be made using the same method used by you when paying for the Goods. You will be refunded the price paid for the Goods and for delivery (where applicable), subject to the following limitations and deductions:
      1. a)  If you are exercising your right to change your mind under the cooling- off period, We may reduce your refund to reflect any reduction in the value of the Goods if that reduction has been caused by your handling of the Goods in a way that would not be permitted in a shop. If We issue the refund before inspecting the Goods and subsequently discover that you have handled them in this way, We may charge you an appropriate sum.
      2. b)  Delivery charges (if We arrange for collection of the Goods).
    2. 20.2  All refunds due to you will be made as soon as possible. If you are exercising your right to change your mind under the cooling-off period, We will issue your refund within 14 calendar days of:
      1. a)  The day on which We receive the returned Goods;
      2. b)  The day on which We are collecting the Goods; or
      3. c)  If We have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel and end the Contract.
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