Refund policy
Our returns policy
If you've changed your mind about keeping your purchase, please return it within 28 days in its original condition with proof of purchase. We'll exchange or refund it, as long as it meets our terms and conditions explained on this page.
By original condition, we mean:
- You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
- You haven’t used the product.
- The product contains no personal data and isn’t registered to a user.
How to return
To return your item(s), you can do so by:
- Filing a self-serve return through your account - Click Here
- Contact customer service at hello@parlourhome.co.uk
- Be sure to include the order number in the subject of the email
- Explain the reason for the return
What can’t be returned
These products can only be returned if they’re faulty or not as described.
- Purchases received over 28 days ago
- Items you’ve opened or unsealed, other than where necessary to inspect
- Items without the original packaging or labels
- Items or packaging in poor condition
- Items that contain your personal data or have been registered with the manufacturer
- Live plants and trees
- Opened gift cards
- Individual items within bundle unless the item is faulty/damaged
- Products that can’t be returned for hygiene reasons:
- Personal care products
- Bedding
- Mattresses & Mattress protectors
- Toilet seats and brushes
If you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your receipt or order confirmation.
How you’ll be refunded
You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address used to make the purchase.
Once your items has been received and returned into stock, according to our refund policy, your refund will be processed into your bank account within 10 working days.
Returning faulty items
If your product develops a manufacturing fault within 28 days of purchase, please return with proof of purchase and we’ll exchange or refund it for free. Please disable any security features and remove your personal data.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Exchanges
Unfortunately we do not offer exchanges.
Returns cost
Small items that can be posted to us are £5 for up to 5KG and £7 for up to 15KG to return. When you return a product for reasons other than faulty or damaged, you will incur the return cost which we will deducted from your final refund.
Customer Service will email the return information and instructions on how to return products.
Large items that need to be collected from you are free to return if they’re damaged or faulty. If not, we charge a £20 collection fee.
More return types
Returning gifts
If you send the item back to us we will send the refund through to the person who made the original purchase, using the card or payment method they used.
Refunds for purchases made with a promo code
If you bought items with a promo code and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.
Issues with your return
You should receive your refund for returns within 14 days of returning the item.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed and your refund should be in your account within ten days.
If you haven’t received your refund within 14 days of sending it, please contact us.