Refund policy

Returns & Refunds

At Elmbridge Home, we want you to feel confident shopping with us. If something isn’t right, we’ll do our best to make it right. Below you’ll find all the details about how returns and refunds work.

1. Damaged, Faulty or Incorrect Items

If your item arrives broken, faulty, or it’s not what you ordered, please contact us within 10 days of receiving it.
We’ll take care of everything including the return shipping and offer you a replacement or a full refund.

2. Missing Orders

Still waiting for your parcel? Let us know.
We’ll check with the courier and if the order is lost or can’t be tracked, we’ll send a replacement or issue a full refund.

3. Cancelling an Order

  • Before shipping: You can cancel any time before your order is dispatched.

  • After shipping: Once it’s on the way, you can still return it under our standard return policy below.

4. Changed Your Mind?

No problem — we accept returns within 30 days of delivery if:

  • The item is unused and in its original condition

  • It’s returned in the original packaging

Please note:

  • You’ll cover the return shipping

  • Original shipping fees are non-refundable

5. No Exchanges

We don’t offer direct exchanges. Just return your item and place a new order if needed.

6. Refund Timelines

  • Return must be initiated within 30 days of receiving your item

  • Once your return arrives and passes inspection, we’ll process your refund within 10 business days

  • Refunds go back to your original payment method

7. Return Shipping

  • Change of mind: You arrange and pay for return shipping

  • Damaged or wrong item: We’ll send you a pre-paid return label

8. What Can’t Be Returned?

For hygiene and other reasons, the following can’t be returned unless damaged:

  • Personalized or custom items

  • Clearance or final sale items

  • Bedding, pillows, or similar items if opened

9. Your Rights

This return policy does not affect your legal rights under UK or EU consumer protection laws. 

📩 Still have questions? Reach out anytime at info@elmbridgehome.com

CONTACT DETAILS

Company name: Elmbridge Home (Part of WOUT LLP)
Address: 87 Guild Road, London SE7 8HW, United Kingdom.
E-mail: info@elmbridgehome.com
Phone: +442080982379
Tax-Number: 5161687202

Customer Service Hours:
Monday – Friday: 08:00 AM – 18:00 PM (GMT+1)
Saturday – Sunday: 09:00 AM – 16:00 PM (GMT+1)

We respond to emails within 24-48 hours.