At eHome, we take pride in delivering high-quality products. If you’re not completely satisfied with your purchase, we’re here to help!

Returns Eligibility

We accept returns on eligible items within 14 days of delivery, provided that:

• The item is unused, in its original packaging, and in resalable condition
• You notify us in writing (by email) within 14 days of receiving the item
• We receive the returned item within 14 days of return approval
• A valid proof of purchase is provided

Understanding Return Reasons

To maintain fairness and transparency, we’ve outlined the reasons for which returns are accepted, and those which fall outside our policy. While we do our best to accommodate our customers, certain returns cannot be accepted due to hygiene, product type, or incorrect use. Please read the lists below carefully before requesting a return to ensure your request meets our eligibility criteria.

Reasons We Accept Returns

• The item arrived damaged or faulty (must be reported within 48 hours of delivery)
• You changed your mind within 14 days of receiving the item (unused and in original packaging)
• You received the wrong item
• The item is not as described on our website
• The product developed a manufacturing fault within the warranty period and the manufacturer has advised you to return the product to us

Reasons We Do Not Accept Returns

• You ordered the wrong size or the item does not fit your space
  (All measurements are clearly provided on the website — please check before purchasing)
• You changed your mind after the return window has closed
• The item has been used, installed, assembled, or altered in any way
• The item is a custom-made, made-to-order, or personalised product
• Mattresses or upholstered items that have been unsealed (for hygiene reasons)
• The item was purchased from our sale, clearance, or ex-display range
• Damage caused by incorrect installation or misuse
• You no longer want the item due to a delay caused by circumstances beyond our control (e.g. traffic, weather)

Non-Returnable Items

The following items cannot be returned, unless faulty:

• Custom-made or made-to-order furniture
• Used, installed, or altered items
• Mattresses or upholstered furniture that has been unsealed
• Clearance, sale, or ex-display items

Unsure about your item? Contact us before purchasing or requesting a return.

Return Process

1. Contact our team at info@ehomeretail.com within 14 days of delivery with your order number, item details, and reason for return.
2. If eligible, we will schedule a collection from your delivery address at a mutually agreed date.
3. Once returned, your item will be inspected at our warehouse.
4. If approved, your refund will be processed within 7–10 business days, minus any applicable fees (see below).

Return Collection Fees

 Large Items
For all large item returns, collections are arranged by us, and a collection fee will be deducted from your refund. This fee varies depending on item size, location, and number of items:

• Standard large item collection fee: £45+VAT
• Large & heavy item collection fee: £75+VAT

We will confirm the exact fee before arranging your collection.

Small Items

Small items (i.e. small domestic appliances, home accessories etc.) must be returned to us at the customer’s expense using a reputable courier service.

*No collection fee will be charged for items confirmed to be damaged or faulty on delivery.

Deductions from Refunds

We reserve the right to deduct from the refund amount for:

• Return collection costs (as stated above)
• Restocking or handling fees (20% of product value)
• Missing parts, damage, or non-original packaging

Damaged or Faulty Items

If your item arrives damaged or faulty, contact us within 48 hours of delivery with:

• Your order number
• Description of the issue
• Photos of the item and packaging

If confirmed, we will arrange free collection and replacement or issue a full refund. Please see our full damaged goods policy here.

Important Notes

• Returns must be pre-approved — unauthorised returns will not be accepted
• Refunds are made to the original payment method only
• If you refuse delivery without prior agreement, return and restocking fees will still apply