Returns Policy

Sapphire Grey home will accept most items within 30 days of delivery. Please contact us at contact@sapphiregreyhome.com to start the returns process. Please note that the item must be in its original, undamaged packaging. For full details, and to see if your return is applicable, please see Section 6.6 on our T&Cs.

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Goods must be returned to the address provided (you will receive the address once you have made contact with us), without undue delay, and in any event, not later than 14 days from the day on which you communicate your cancellation from these terms to us (if clause 6.6 is applicable - See T&C's). The deadline is met if you send back the goods before the period of 14 days has expired.

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You will have to bear the direct cost of returning the goods, and must provide us with an image of the packaged goods and postage tracking number; and you will only be liable for any diminished value of a good resulting from your handling of the good to the extent that handling wasn’t necessary to establish the nature, characteristics and functioning of the goods.

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We'll initiate your refund when we receive your item(s). When a refund has been initiated, it usually takes 3-5 business days, but in some cases it may take up to 2 weeks.

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The relevent extracts from our Terms & Consitions are below, but our full T&Cs can be viewed HERE

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The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your Products, in some cases, you can change your mind and get a full refund. You will be responsible for the cost of returning the Product to us.

The Consumer Rights Act 2015 (applicable in the United Kingdom) requires that all our Products are as described, fit for purpose and of satisfactory quality and so nothing in these terms affects statutory rights.

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During the expected lifespan of your Product, if this Act applies to you, you’re entitled to the following:

• up to 30 days: if your goods are faulty, you can get a refund;

• up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;

• up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

 

This is a summary of some of your key rights in the United Kingdom. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

The information above summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.

If you have any questions about this contract or any orders you have placed, please contact us by sending an email to: contact@sapphiregreyhome.com

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​6    CHANGES TO YOUR ORDER
6.1    CANCELLATION BY US
We reserve the right to cancel your Order for any reason, and will notify you of this as soon as possible. Where payment has already been debited, the full amount will be credited back to your original method of payment.
6.2    CANCELLATION BY YOU
You may cancel your Order up to the time that we confirm your Order in writing to you. Once we confirm your Order, your Order is binding and cannot be changed by you, subject to the rest of this clause 6 - our refunds and exchanges process may apply.
6.3    CONTRACTS THAT CAN BE CANCELLED FOR CHANGE OF MIND
(a)    For many contracts for the sale of goods (except those set out in clause 6.4), you have the right to cancel Part A of these terms (as they relate to the good) within 14 days without giving any reason.
(b)    This cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the relevant goods.
(c)    To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement to us in writing, for example by emailing us using the contact details available on our website.
(d)    To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
6.4    CONTRACTS THAT CANNOT BE CANCELLED FOR CHANGE OF MIND
(a)    We do not offer change of mind cancellation for contracts for goods that are made to your specifications or are clearly personalised.
(b)    For these goods, we are under no obligation to offer a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
(c)    This does not affect your statutory rights in relation to faulty goods, as set out in clause 6.5.
6.5    FAULTY GOODS
(a)    For all goods purchased, you have statutory rights if your order has been damaged in transit or the goods were not of satisfactory quality or as described, which may entitle you to a replacement or refund. Nothing in this clause 6.5 will require us to provide a refund, repair or replacement in respect of loss or damage to goods caused by you, or otherwise caused to the goods after they entered your possession.
(b)    If you do have the right to cancel these terms due to the relevant Product(s) being faulty, we will reimburse to you all payments received from you in respect of the relevant Product, including the cost of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
6.6    RETURNS PROCESS
(a)    If you wish to cancel this contract:
(i)    due to change of mind, in accordance with clause 6.3; or
(ii)    due to the goods being faulty, in accordance with clause 6.5,
we will reimburse you all payments received by you, including the cost of delivery (subject to clause 6.5(b)) and the process set out in this clause 6.6 will apply, provided that:
(iii)    clause 6.3 applies to the relevant good; or
(iv)    the relevant good is faulty in accordance with clause 6.5,
and if neither apply, then we may refuse your refund/cancellation request.
(b)    We will use the same method of payment for issuing any refund owed to you using the method you used for your initial payment, unless we have expressly agreed otherwise.
(c)    We may make a deduction from any reimbursement issued to you for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
(d)    We will pay any refund owed to you without undue delay, and not later than:
(i)    5 business days after the day we received back from you any goods supplied;
(ii)    (if earlier) 5 business days after the day you provide evidence that you have returned the goods; or
(iii)    if there were no goods supplied, 5 business days after the day on which we are informed about your decision to cancel this contract (if applicable).
(e)    For any valid cancellation under clause 6.1, we may withhold reimbursement until we have received the relevant goods back from you or you have supplied evidence of having sent back the goods, whichever is the earliest.
(f)    For any requested refund under clause 6.5, we may withhold reimbursement until we have inspected the relevant goods, to ensure that they are faulty, and that a refund or replacement is appropriate.
(g)    If you have received the goods and wish to cancel these terms under this clause 6.6:
(i)    you must send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from these terms to us (if this clause 6.6 is applicable). The deadline is met if you send back the goods before the period of 14 days has expired;
(ii)    you will have to bear the direct cost of returning the goods;
(iii)    you must provide us with an image of the packaged goods and postage tracking number; and
(iv)    you will only be liable for any diminished value of a good resulting from your handling of the good to the extent that handling wasn’t necessary to establish the nature, characteristics and functioning of the good.