Refund policy

Page 1: Returns & Refund Policy
Thank you for shopping with Xquisite By Design. We want you to love your purchase. Our returns policy is fully compliant with the UK Consumer Contracts Regulations and the Consumer Rights Act.
1. 14-Day Right to Cancel (Change of Mind)
You have the right to cancel your order and return your item(s) for any reason within a 14-day cooling-off period.
  • The Window: You must notify us of your intent to cancel within 14 days from the day you (or a third party indicated by you) received physical possession of the goods. You then have an additional 14 days to send the items back.
  • Condition for Change of Mind: To receive a full refund, items must be returned unused, unaltered, and in their original packaging. If the value of the goods is diminished due to unnecessary handling by you, a deduction may be made from your refund.
  • Return Shipping: The customer is responsible for arranging and paying for the return shipping costs. We recommend using a trackable service with insurance.
  • Exclusions: For health and hygiene reasons, wellness, bath, body, and aromatherapy products cannot be returned if the protective seals or packaging have been unsealed after delivery. Bespoke or custom-built furniture items are also exempt from standard cancellations.
2. Damaged, Faulty, or Incorrect Items
We take great quality care, but if an item arrives damaged or develops a fault, you are fully protected by law.
  • Statutory Rights: Under the UK Consumer Rights Act, you have a 30-day short-term right to reject goods that are faulty, damaged, or not as described, entitling you to a full refund.
  • Transit & Courier Damage Claims: If your item arrived visibly damaged due to transit, we kindly request that you inspect your items and report it to us within 48 hours of delivery where possible. This is not a restriction of your legal consumer rights, but it enables us to immediately lodge a claim with our transit couriers and resolve your replacement much faster.
  • How to Claim: Email info@xquisitebydesign.co.uk with your order number and clear photos of the fault or damage (including the item and packaging).

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    3. How to Initiate a Return

    1. To ensure your return is tracked and processed safely, you must contact us at info@xquisitebydesign.co.uk before sending any items back.
    • Important Shipping Instruction: We fulfill orders from multiple specialized UK hubs. Our team will provide you with a specific, tracked warehouse return address and a Return Authorization number for your item. Please do not ship items back to the address on your original shipping label.
    • Administrative Address: For formal statutory notices or instances where a specialized warehouse label cannot be issued, our designated administrative address is Xquisite By Design, 44 Cardinals Drive, Bognor Regis, PO21 4QD. Items sent to this administrative address without prior authorization cannot be safely processed or accepted.
4. Refunds & Processing
  • Refund Scope: For valid 14-day cancellations, we will refund the full price of the item plus the standard outbound delivery charge.
  • Timeline: Refunds will be processed back to your original payment method within 14 days of us receiving the goods back, or receiving proof that you have sent them back.