Our commitment to you

We want you to love every piece you bring into your home. If something isn't quite right, we're here to help. This policy sets out your rights and our process clearly, in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

30-day return window

You have 30 days from the date you receive your order to request a return. To be eligible, items must be:

• In their original, unused condition
• With all original tags and packaging intact
• Accompanied by proof of purchase (order confirmation email or receipt)

Once your return is approved, we'll provide a return shipping label and full instructions. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.

Your statutory cancellation right

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason, without providing a justification. This applies to all standard (non-custom) orders.

If you are ordering from within the European Union, the same 14-day cooling-off period applies under EU Consumer Rights Directive 2011/83/EU.

To exercise this right, notify us at apluslivinguk@gmail.com within 14 days of delivery. Items must still be in original, undamaged condition. You are responsible for return shipping costs in this instance.

What cannot be returned

Due to the nature of certain products, the following cannot be returned or refunded unless they arrive faulty:

Custom or personalised items are made specifically to your order and fall outside standard return rights under UK law (Consumer Contracts Regulations 2013, Regulation 28(b)).

Something arrived wrong?

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or incorrect, contact us within 48 hours of delivery at apluslivinguk@gmail.com with:

• Your order number
• A clear photograph of the item and packaging
• A brief description of the issue

We'll arrange a replacement or full refund at no cost to you, including return shipping where required. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for goods that are not as described or not of satisfactory quality.

Want a different item?

We don't offer direct exchanges. The quickest way to get what you need is to return the original item (once approved) and place a new order separately. This ensures faster processing and stock availability.

How refunds work

Alternative dispute resolution

If you are not satisfied with our response to a complaint, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme. We are happy to provide details of an approved scheme on request. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/odr if purchasing from the EU.

Your statutory rights as a UK consumer are not affected by this policy.