Returns & refunds

The short version

• You can return unused items within 30 days of delivery for a refund, for any reason.
• If an item is faulty, damaged or not as described, we refund or replace it and cover the return cost.
• Refunds go back to the payment method you used, within 14 days of us receiving the item or proof that you have sent it.

This policy is in addition to your statutory rights. It does not reduce them. Separately from this policy, you also have a legal right to cancel an online order within 14 days: see Cancelling an order.

Returning an item you no longer want

1. Tell us first. Email support@ecghomeimprove.shop within 30 days of delivery with your order number and the items you want to return.
2. We send you the return address and any reference to include. Returns go to our supplier partners' returns centre, which may be in another country. We will tell you where before you send anything, so you can see what postage costs. Please do not send items to our registered office: it is not a returns address.
3. Pack the item unused, with its fixings and packaging if you still have them.
4. Send it with a tracked service and keep the proof of postage.

For change-of-mind returns you pay the cost of sending the item back. We refund the price of the items and, if you return the whole order, the original standard delivery charge.

If an item comes back used, fitted to a wall, or with its adhesive pad applied or removed, we may reduce the refund to reflect the loss in value. Adhesive pads cannot be reused once applied, so please test the fit before removing any backing film.

Faulty, damaged or wrong items

If an item arrives faulty or damaged, is not what you ordered, or does not match its description, email us with your order number and a photo. Depending on the problem we will:

• send a replacement,
• refund you in full, including the original delivery charge, or
• where it is simpler for you, refund you without asking for the item back.

If we need the item back we tell you how, and we pay for it. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund; after that you are still entitled to a repair or replacement, and in some cases a price reduction or refund.

When refunds arrive

We issue refunds within 14 days of receiving the returned item, or within 14 days of you giving us proof that you have sent it back, whichever is sooner. For faulty items we do not ask back, we refund within 14 days of agreeing it with you. Refunds are made in the same currency and to the same payment method you used. Your bank may take a few further days to show it.

Items that cannot be returned

Everything we sell can be returned under this policy if it is unused. The only reduction we make is for items that have been used or fitted, as described above.