Finch Home Interiors Ltd want you to be entirely happy with the products that you purchase from us, their quality and the delivery service that we provide. With that in mind, our returns policy has been designed to offer you a process that ensures we can be responsive to your needs whilst giving you peace of mind that we conduct our business in a fair and reasonable manner and should things not quite go to plan or you change your mind, then your needs as a valued customer and rights as a consumer and are met. 

For ease of use, we have broken this policy down into five distinct sections:

• Policy in summary
• Return for damage, incorrect or faulty product
• Return for change of mind (cooling off)
• Refused delivery or failed delivery items

The returns process

This policy, along with our full Terms & Conditions must be read, understood and followed in order to enable us to successfully process your returns claim.

Policy In Summary

We accept returns when an item arrives damaged, faulty or when we’ve sent an incorrect item. This must be reported within 48 hours. We cannot fully refund claims for faulty, damage or incorrect deliveries after this time.

We accept returns if you change your mind. You have 14 days from date of delivery to claim your return and must physically return the product to us within 28 days unless otherwise agreed by us in writing.

Refused deliveries or failed delivery items will be processed by us as a return and may incur additional charges. Please review details in our Delivery Policy.

All return claims must be submitted using our returns process as detailed below.

Please ensure that you inspect your delivery carefully and that you maintain and keep original packaging in good condition as received. You will require this should you need to return an item and we may not accept your return without original packaging as the product will not be acceptable for re-sale.

Return for damaged, incorrect or faulty product

In the unlikely event that we deliver a product to you either damaged, faulty or incorrect, we accept returns from you and will do all we can to resolve any issues as quickly as possible. Any claims for returns on this basis must be reported within 48 hours and we will gladly refund the original product price and any initial delivery charges via your original payment method.

Products made from natural materials are unique, with variations in colour, texture, and appearance. Items with distressed, antique, or vintage finishes may have intentional imperfections for an authentic look.

Additionally, colours may appear different due to screen settings and display quality. Please refer to Clause 4.1 within our Terms & Conditions to understand the natural occurrences and possible variations on our products to avoid having your claim rejected.

Unless otherwise agreed in writing, we must receive your returned item within 14 days of your request to return being approved. By raising a return request and us approving it, you expressly authorise Finch Home Interiors Ltd to charge you via your original payment method for the cost and delivery of the unreturned item.

Finch Home Interiors will arrange collection of faulty, damaged or incorrect items at our cost but, please note that we will only attempt two collections prior to applying the above charge for any replacements already shipped to you.

You must obtain a return authorisation number for your return and we will ask you to provide photographic evidence of damaged, or incorrect items prior to approving your return request.

After your initial inspection of the items that you have received, we provide you with an extended opportunity to return items as a result of a manufacturing fault up to 28 days after receipt and our returns process below details how you may initiate such a claim.

Your statutory right to return a faulty product does not apply where goods have been used contrary to their intended purpose, instructions, or reasonable design limitations. For example, damage resulting from misuse, neglect, or excessive force is not considered a manufacturing fault.

Return for change of mind (cooling off)

Finch Home Interiors Ltd acknowledges and values your right to cancel and is committed to ensure that, should this situation arise, your experience with us is a positive one.

All customers purchasing from us have the right to cancel their order within 14 days of delivery. You may inspect the goods as you would in a retail store, but you must not use them beyond what is necessary to decide whether to keep them.

If the goods are returned in their original, unused condition, a full refund (excluding standard delivery costs) will be provided. If the goods show signs of use, wear, or damage, we reserve the right to make a reasonable deduction from the refund to reflect any loss in value.

Where returned goods are not in a resalable condition or have no residual value, we may be unable to issue any refund or credit. This includes goods that are damaged, soiled, or show significant evidence of use.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

While we aim to make our returns process simple and fair, this policy is intended for genuine cancellations and inspections only. Our customers are expected to use the right to cancel under the Consumer Contracts Regulations 2013 reasonably and in good faith.

We reserve the right to monitor account activity and, where a pattern of repeated or excessive returns suggests misuse of our returns process, we may decline to accept further orders from the customer concerned. This does not affect your statutory rights to cancel or return goods within 14 days of delivery.

This approach ensures that our returns policy remains fair, sustainable and compliant with the Consumer Contracts Regulations 2013.

For items that require assembly, please check all parts and instructions before installation. Please also inspect parts for damage or faults beforehand, as we cannot refund items incorrectly assembled or damaged during assembly.

Unless goods are faulty, or miss-described, customers are responsible for the cost of returning goods in their original packaging within 14 days of the requested return being approved under the cooling-off period. All returned goods will be inspected on receipt. Where goods show signs of use, wear or damage beyond what is necessary to establish their nature or characteristics, we may make a reasonable deduction from any refund to reflect the resulting loss in value or our ability to re-sell the item in an as new condition. 

Finch Home Interiors may be able to help the returns process by arranging collection of any items to be returned at the cost of our customer. Please contact us to discuss this but please note that our courier / carrier will only collect products from the address to which the original delivery was made.

Credit for returned goods will be raised against your original payment method within 14 business days from when the product has been received by our warehousing partner.

Please allow an additional 1 - 14 working days (subject to payment provider) for the amount to be visible in your bank/PayPal account.

We may apply a re-stocking fee for all products that are not faulty and / or not in their original packaging. Any re-stocking fees will be notified to you when we approve your return request and may be up to £200 or 30% of the original sales value of the item whichever is the greater.

You must obtain a return authorisation number for your return and follow our returns process as described below. we may ask you to provide photographic evidence of any fault prior to approving your return request.

Refused delivery or failed delivery items

If your order has already been dispatched, cancelling will incur a failed delivery charge equivalent to the delivery charge on your original order.

Finch Home Interiors will arrange collection of faulty, damaged or incorrect items at our cost but, please note that we will only attempt two collections prior to applying a new delivery charge for any replacements already shipped to you.

The returns process

You must obtain a return authorisation number for your return and follow this returns process. No returns will be accepted without an agreed return authorisation and will not be processed. Finch Home Interiors Ltd cannot be held responsible or liable for any unauthorised returns.

Please use the Request Return form (in the web site footer) or email us at Returns@finchhomeinteriors.co.uk and provide us with the following details:

• Your Order Number
• Product details
• Your name
  
• Contact telephone number
• Your reason for return
• Photographic evidence

All personal details that you provide will be treated in line with our Privacy Policy.

If you are returning any product for reasons of fault, damage or incorrect delivery, please ensure that you attach multiple photographic images that reflect the reason for return.

Once received, we will review your request for return and if applicable, we will send you a returns authorisation reference within three working days.

If we have any queries / questions or have any reason to reject your request, we will contact you directly to discuss your request.

For approved requests we will send you a returns authorisation number and provide you with a packing label to be attached to the consignment which must be packed in original packaging of the product as received. We cannot accept returns that are not in original packaging. 

All aspects of delivery / collection will be managed in line with this policy and as defined above unless otherwise agreed in writing.

We reserve the right to change our decision based on our inspection of the goods once they have been returned to our warehouse and will advise you of this as soon as possible after receipt along with any additional costs that may be incurred.

Please note that Finch Home Interiors Ltd  will process all returns as a cancellation of order and as such, we would be grateful if you would please re-order replacements as if a new order.