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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.

ORDERING & PAYMENTS

What payment methods do you accept?
We accept the secure payment methods shown at checkout, including major credit and debit cards where available.

Can I change or cancel my order?
Email contact@touchedhomedecor.com as soon as possible. We can help before an order has been processed or dispatched.

SHIPPING & DELIVERY

Is free shipping available?
Yes. We currently offer free standard UK shipping unless a different delivery option or charge is clearly shown at checkout before payment.

How long will my order take to arrive?
Orders are usually processed within 1-2 business days, Monday to Friday. Standard UK transit is normally 7-12 business days after dispatch.

How can I track my package?
When tracking is available, we send tracking details by email after dispatch. Tracking updates may take up to 48 hours to appear after the carrier receives the parcel.

RETURNS & WARRANTY

What is your return window?
For eligible UK consumer orders, you have 14 days from receiving the goods to tell us you want to cancel or return. You then have a further 14 days to send the goods back.

Who pays return shipping?
For change-of-mind returns, the customer is responsible for return shipping. If an item is faulty, damaged, incorrect, or not as described, we cover reasonable return costs or provide an appropriate return method.

Do products include a warranty?
Unless a product page states otherwise, products include a 2-year limited warranty against manufacturing defects from delivery. This is in addition to your UK statutory rights.