What is your return policy?
How long do I have to return an item?
We’ll give you a full refund if your product is returned to us, unused, within 30 days of the goods being delivered. To initiate a return, contact our customer service team on 0330 124 3757 or email us at customerservice@our4walls.co.uk, and we will guide you through the process.
Our return policy applies to most items, provided they are unused and where possible, returned in their original packaging. Please note; custom-made or special-order items will not be eligible for return unless defective.
To return a large product such as a washing machine, TV, cooker, fridge freezer, oven etc, there will be a collection charge of £29.99.
You are responsible for the cost of returning smaller products to us.
Are there any restocking fees?
Yes, large items will incur a restocking fee in addition to a collection charge. This helps cover some of our costs associated with repackaging, shipping and a potentially re-selling at a reduced re-sale price. The restocking fee is £29.99.
Can I return an item I don’t want?
Yes, you have 30 days return the unwanted item to us. Custom made/made to order goods may not be eligible for return, unless they are faulty. Please contact us if you have any questions.
What if my item is faulty?
You must notify us straight away if you consider your product to be faulty or defective. You will be entitled to a full refund (via your original payment method) or a replacement. If you report a faulty item more than 6 months after delivery, you may be offered a partial refund, depending on the products usage and depreciation.
How do I initiate a return or exchange?
What information do I need to provide?
Please click here to download the online return form that you can find on our website.
Do I need to return items in their original packaging?
Where possible, we ask for you to return the items in their original packaging. If the packaging has been damaged during the inspection process, the item must be securely packaged to mitigate the risk of damage in transit. Unless faulty, the product must be unused and in a resaleable condition.
Are custom or personalized item's eligible for return?
Unless it's faulty, we’re unable to accept a return for any item that has been personalised or made to order.
What about clearance or sale items?
As a consumer, you have exactly the same rights of return if you purchase a clearance or sale item as you would purchasing a full price product.