Returns Policy

Returns & Refund Policy

At Seraphina Interiors, we want you to be completely satisfied with your purchase. If for any reason you're not, we're here to help. This policy explains how returns, refunds and exchanges are handled for purchases made through our website.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in the same condition in which it was received.

  • Be returned in its original packaging where reasonably possible.

  • Include all accessories, manuals and supplied components.

  • Be accompanied by proof of purchase, such as your order confirmation or invoice.

  • Not have been assembled, installed or used beyond what is necessary to inspect it, unless the item is faulty.

Returns are accepted where the product is not as described or where you exercise your right to return an eligible item in accordance with this policy.

Please note that slight colour variations caused by different screen settings, lighting or photography are not considered product defects or misdescriptions.

2. Non-Returnable Items

The following items are not eligible for return unless they are faulty or not as described:

  • Made-to-order, personalized or customized products.

  • Items that have been assembled, installed or used beyond reasonable inspection.

  • Products returned without their original packaging where this prevents safe transportation or resale.

  • Items that have been damaged due to misuse, improper assembly or accidental damage after delivery.

Nothing in this policy affects your statutory rights under UK consumer law.

3. How to Return an Item

To request a return:

  1. Contact our Customer Care team at sales@seraphinainteriors.co.uk within the applicable returns period.

  2. Please provide your order number together with the reason for the return.

  3. Once your return has been authorized, we'll provide instructions for returning your item.

  4. Carefully package the item using its original packaging where possible and include all accessories and documentation.

  5. Once your return has been received and inspected, we'll notify you of the outcome.

Please do not return items without prior authorization, as this may delay processing.

4. Return Shipping Costs

Unless your item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning unwanted items.

If required, we're happy to help arrange a collection or return courier service. Any applicable collection charges will be confirmed before booking.

Where a return is due to a fault, damage or an error on our part, reasonable return costs will be covered by Seraphina Interiors.

5. Refunds

Once your returned item has been received and inspected, we'll confirm whether your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method.

  • Please allow 5–10 business days for the refund to appear, depending on your payment provider.

  • Any standard delivery charges paid at the time of purchase will only be refunded where required under applicable consumer law or where the return is due to our error.

If your return does not meet the conditions outlined in this policy, we may be unable to issue a refund and may return the item to you.

6. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible and preferably within 48 hours of delivery.

Email: sales@seraphinainteriors.co.uk

To help us resolve the issue quickly, please include:

  • Your order number.

  • Photographs of the item.

  • Photographs of the packaging.

  • A photograph of the courier label where available.

  • A brief description of the issue.

We'll assess the information provided and arrange a replacement, repair or refund where appropriate.

7. Exchanges

We offer exchanges subject to product availability.

If you would like to exchange an item for a different product, colour or finish, please contact us to discuss the available options before returning your item.

Any price differences will be confirmed before processing the exchange.

8. Before Assembly

We strongly recommend inspecting your order before assembling or installing any furniture.

If you notice any damage, missing parts or manufacturing defects, please do not assemble the item and contact us immediately.

Assembly of an item may affect your ability to return it if it is no longer in resaleable condition. However, this does not affect your statutory rights if the item is faulty, damaged or not as described.

9. Late or Missing Refunds

If you have not received your refund after 10 business days:

  • Check your bank account or payment method.

  • Contact your bank or card provider, as processing times can vary.

  • If you paid using Klarna, please contact Klarna directly regarding payment processing.

  • If you still have not received your refund, contact our Customer Care team at sales@seraphinainteriors.co.uk, quoting your order number.

10. Contact Us

If you have any questions regarding returns, refunds or exchanges, our team will be happy to assist.

Email: sales@seraphinainteriors.co.uk

Telephone: 020 7871 7996