Refund policy

Return & Refund Policy

At Droxen Furnishings, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Returns and Cancellations

If you purchase an item online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

After notifying us of your decision to cancel, you will have a further 14 days to return the item to us.

To request a return, please contact us at [Your Customer Support Email] with your order number and reason for the return.

2. Return Conditions

To help ensure a smooth return process, we ask that:

Items are returned in their original condition.
Products are handled with reasonable care and are not damaged through use beyond what is necessary to inspect them.
All original parts, accessories and packaging are included where reasonably possible.
You provide your order confirmation or proof of purchase.

If an item has been handled beyond what is necessary to inspect it, we may make a reasonable deduction from your refund to account for any reduction in its value, where permitted by law.

3. Items That Cannot Be Returned

Some products may not be eligible for cancellation or return under the standard change-of-mind policy, including:

Items made to your specific measurements or specifications.
Clearly personalised or customised products.
Other items that are legally exempt from cancellation rights.

This does not affect your legal rights if an item is faulty, damaged or not as described.

4. Damaged, Faulty or Incorrect Items

We take care to ensure that every order is prepared and delivered to a high standard.

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at droxenfurnshings@gmail.com

Please include:

Your order number.
A description of the issue.
Clear photographs of the damage or incorrect item, if applicable.

We will review the issue and work with you to arrange an appropriate solution, which may include a repair, replacement or refund in accordance with your statutory rights.

Your legal rights are not affected by this policy.

5. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of returning an item, including any applicable collection or transportation charges, provided this has been made clear before purchase.

Furniture can be large or heavy, so please contact us before arranging a return. We will provide the relevant return instructions and information about any applicable costs.

If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the refund status.

Where a refund is approved, it will be issued to your original payment method.

For eligible cancellations under the UK Consumer Contracts Regulations, refunds will be made within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first.

Refund processing times may vary depending on your payment provider or bank.

Where required by law, the refund will include the cost of the standard delivery option originally paid. Additional charges for premium delivery services may not be refundable.

7. Exchanges

If you would like to exchange an item for a different product, size or colour, please contact our customer support team.

Exchanges are subject to product availability and our applicable return conditions.

8. Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at [Your Customer Support Email].

We will do our best to stop the order before dispatch. If the order has already been dispatched, you may need to follow our standard return procedure.