Refund policy

For Items Ordered/Bought In-Store

New Products –

Anything purchased in-store and taken away with you can be returned for either an exchange or credit note. A refund will only be offered if an item is faulty. The returning products must be in an unused condition and must be able to resold at full price. Any lamp being returned must still have the plastic wrapping around the shade.

1. For any faulty items, this must be reported within 7 days of purchasing the item.
2. A 20% non-refundable, non-transferable deposit is payable with your order. 
3. Anything ordered in specifically for you (furniture, giftware, lighting, rugs etc.) cannot be exchanged or returned and a refund will not be offered. 
4. Any made-to-order item (such as a sofa, dining table, wardrobe etc.) cannot be returned for any reason and no refund will be offered. This does not affect your statutory rights.
5. Balance payment due when booking in for delivery. 
6. All dimensions for access should be checked as refunds cannot be given for unsuitable items. 
7. Customer responsible for disposal of packaging unless paid the £25 charge to have removed.
8. All delivery dates quoted are approximate and are subject to change. 

Ex-Display / Sold As Seen / Clearance – 

By purchasing any item marked as ex-display, sold as seen, or clearance, you agree to the following terms:

1. Condition of Goods
   Ex-display items are sold at a reduced price to reflect their condition. These items may have cosmetic imperfections, signs of use, or minor faults which will not affect their functionality. Customers are encouraged to inspect items prior to purchase.

2. No Warranty or Returns
   All ex-display items are sold as seen and are non-returnable and non-refundable, unless a fault arises that is not related to the item's ex-display condition or that would render the item unfit for purpose under the Consumer Rights Act 2015.

3. Consumer Rights Act 2015
   While we comply with all consumer protection laws, the expectations for ex-display items differ from brand-new goods. By purchasing, the customer accepts any visible or described imperfections and waives the right to return the item for these reasons.

4. Signed Acknowledgement
   All purchases of ex-display goods require customer signature acknowledging the "sold as seen" condition at the point of sale. This confirms acceptance of the product in its current state.

5. Delivery & Set-Up
   Our delivery team will handle ex-display items with care; however, due to their nature, we cannot be held responsible for any imperfections that were pre-existing at the point of sale.

By completing your purchase, you acknowledge and accept these terms.

For Items Ordered Online

We have a 14-day cancellation policy for online purchases. This means you have 14 days from the day you receive your order to notify us that you wish to cancel your purchase.

Once you have notified us of your decision to cancel, you have a further 14 days to return the goods to us.

To exercise your right to cancel, please contact us at mailbox@indigohomeandgift.co.uk.

Return Conditions

You are entitled to inspect your purchase as you would be able to in a retail showroom to establish its nature, characteristics and functioning.

The item should be returned in a reasonable condition, together with any accessories and, where possible, the original packaging. Whilst original packaging is not essential, failure to return goods with appropriate packaging may result in a deduction from your refund if this causes the value of the goods to be reduced.

If the goods have been handled beyond what is reasonably necessary to inspect them, we reserve the right to make a deduction from your refund to reflect any reduction in their value.

Returning Your Order

Customers are responsible for arranging and paying for the return of unwanted items. We recommend using a tracked and insured delivery service, as the goods remain your responsibility until they have been received by us.

Returns should only be sent after your cancellation request has been accepted and return instructions have been provided.

Returns should be sent to:

Unit 2
Croft Trade Park
Welton Road
Bromborough
CH62 3PQ

Refunds

Once we have received and inspected the returned goods, we will process your refund within 14 days.

Where you have exercised your statutory right to cancel:

• We will refund the purchase price of the goods.
• We will refund our standard delivery charge of £20 (or the equivalent standard delivery charge paid if different).
• Any upgraded delivery services or additional service charges are non-refundable. This includes, but is not limited to:
  • Premium delivery services
  • In-home furniture assembly
  • Room of choice delivery
  • Packaging removal
  • Disposal of packaging
  • Any other optional delivery or installation services selected at checkout

Exclusions

The statutory right to cancel does not apply to:

• Goods made to your specifications or clearly personalised, including made-to-order furniture manufactured in your chosen size, fabric, colour or configuration.
• Goods exempt from cancellation rights under the Consumer Contracts Regulations 2013.

Faulty or Incorrect Goods

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If your goods are faulty, damaged, or incorrectly supplied, please contact us as soon as possible. Where a fault is confirmed, we will arrange an appropriate remedy in accordance with your statutory rights, including repair, replacement or refund where applicable. We will also cover any reasonable return costs for faulty or incorrectly supplied goods.

Questions

If you have any questions regarding your return, please contact us at mailbox@indigohomeandgift.co.uk.