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.
  • Your Rights: Under the 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.
  • Help Us Help You: While you legally have up to 30 days, we supply directly from specialised warehouses. We kindly request that you inspect your items and report any damage within 48 hours of delivery if possible. This allows us to lodge a claim immediately with our transit couriers.
  • 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).
  • Resolution: If verified as faulty, we will arrange for a replacement to be sent or issue a full refund. We will cover the costs of returning the faulty item or arrange for a collection.
3. How to Initiate a Return
Do not ship items back to the sender's address on your shipping label. We operate via multiple fulfillment hubs and will provide the specific return address.
  1. Contact us at info@xquisitebydesign.co.uk to secure a Return Authorisation.
  2. Securely package your item.
  3. Ship the package to the designated warehouse address provided by our support team.
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.