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Return and Refund Policy
This Return and Refund Policy applies to all purchases made through the Touched Home Decor website and complies with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.
For questions about returns and refunds, please contact our customer service:
Email: contact@touchedhomedecor.com
Your Statutory Rights
Under UK law (Consumer Contracts Regulations 2013), you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
Return Window
You have 14 days from the date of delivery to return your purchase for any reason. To exercise your right to cancel, you must inform us of your decision within this period.
How to Initiate a Return
1. Contact our customer service at contact@touchedhomedecor.com within 14 days of receiving your order
2. Provide your order number and reason for return
3. We will provide you with return instructions and, where applicable, a prepaid return label
Return Shipping Costs
Defective, Damaged, or Incorrect Products: We will cover all return shipping costs. This includes:
- Products that arrive damaged or defective
- Wrong items delivered
- Items that do not match their description
Change of Mind Returns: You are responsible for the cost of returning the item. The cost of return delivery will be deducted from your refund, or you may arrange your own return shipping.
Return Conditions
To be eligible for a return, items must be:
- Returned within 14 days of delivery
- Unused and in the same condition as received
- In original packaging with all tags and labels attached
- Accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned:
- Custom or personalised products made to your specifications
- Hygiene products (unless unopened and in original sealed packaging)
- Items marked as final sale or clearance
Damaged or Defective Goods
If you receive damaged or defective goods:
1. Contact us within 48 hours of delivery
2. Provide photographs showing the damage or defect
3. We will arrange free collection or provide a prepaid return label
4. You will receive a full refund or replacement at no additional cost
This is in accordance with your rights under the Consumer Rights Act 2015.
Product Never Arrived
If your order has not arrived:
1. Contact us immediately
2. We will investigate with our courier service
3. If the item cannot be located, we will provide a full refund or send a replacement
Refund Process
Processing Time: Once we receive and inspect your returned item, we will process your refund within 14 days of receiving the return.
Refund Method: Refunds will be issued to your original payment method.
Inspection: We reserve the right to inspect returned items. If items are not in their original condition, are damaged, or show signs of use not caused by our error, we may reduce the refund amount or refuse the return.
Notification: You will receive an email confirmation once your refund has been processed.
Return Address
All returns should be sent to:
Touched Home Decor
Returns Department
Jubilee Central
62 King Edward St
Hull, HU1 3SQ
United Kingdom
Cancellation Before Shipping
You may cancel your order at no cost before it has been dispatched. Once shipped, standard return procedures apply.
Your Legal Rights
This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. For more information about your rights, visit www.gov.uk/consumer-protection-rights
Contact Us
For questions about returns or refunds:
Company Name: Touched Home Decor
Email: contact@touchedhomedecor.com
Address: Jubilee Central, 62 King Edward St, Hull, HU1 3SQ, United Kingdom
Customer Service: Monday to Friday, 9:00 AM to 5:00 PM (GMT)
We aim to respond to all enquiries within 24-48 hours.
