Refund policy

Emilisa House – Returns & Refund Policy

At Emilisa House, we are committed to delivering exceptional quality and ensuring our customers are satisfied with every purchase. If, for any reason, you are not completely satisfied with your order, we are pleased to offer returns for eligible items in accordance with the following terms and conditions.

1. Return Request

All returns must be requested by completing and submitting the Emilisa House Return Request Form.

Returns will only be accepted once your return request has been reviewed and approved. Items returned without prior authorisation may be refused and returned to the sender.

2. Return Period

A return request must be submitted within 2 calendar days of the delivery date.

Unfortunately, return requests received after this period cannot be accepted.

3. Eligibility for Return

To qualify for a return, the item must:

·         Be unused and in brand-new condition.

·         Be returned in exactly the same condition in which it was delivered.

·         Include all original accessories, fittings, instructions, labels, and protective materials.

·         Be returned in its original factory packaging and original delivery box.

4. Original Packaging Requirements

To maintain the quality and hygiene of our products, all returned furniture must be returned in its original factory packaging, fully protected, sealed, and in the same condition in which it was delivered.

The outer delivery box may be opened solely for the purpose of inspecting the item upon arrival. However, the factory-sealed packaging protecting the furniture must remain unopened, intact, and undamaged.

Returns will not be accepted if:

·         The factory protective seals have been broken, removed, or damaged.

·         The sealed internal packaging has been opened or removed.

·         The furniture has been assembled, installed, altered, or modified in any way.

·         The furniture has been used or shows any signs of wear, damage, or handling beyond reasonable inspection.

·         The item is not returned in its original condition with all packaging and protective materials intact.

Where these conditions are not met, Emilisa House reserves the right to refuse the return. If a return is refused, the item will be returned to the customer, and any collection, delivery, or re-delivery charges will be the responsibility of the customer.

5. Inspection of Returned Goods

All returned items are carefully inspected upon arrival at our warehouse.

If the returned item does not comply with the conditions outlined in this policy, Emilisa House reserves the right to reject the return and return the item to the customer.

6. Return Shipping

Unless the item is faulty, damaged upon delivery, or incorrectly supplied by Emilisa House, the customer is responsible for arranging and paying all return shipping costs.

Customers are responsible for ensuring that returned items are securely packaged to prevent damage during transit. Emilisa House cannot accept responsibility for items damaged whilst being returned.

7. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive an incorrect item, you must notify Emilisa House within 48 hours of delivery by completing the Return Request Form.

Your request should include clear photographs of:

·         The product.

·         The packaging.

·         The delivery label.

·         The damage or fault.

This information enables us to investigate and resolve your claim as quickly as possible.

8. Refunds

Once your returned item has been received and successfully inspected, any approved refund will be processed using the original payment method.

Refunds will only be issued where the returned item satisfies all of the return conditions set out in this policy.

Original delivery charges and return shipping costs are non-refundable unless the return is due to a fault, damage, or an error by Emilisa House.

9. Non-Returnable Items

The following items are not eligible for return unless they are faulty or supplied incorrectly:

·         Furniture that has been assembled or installed.

·         Furniture that has been used or shows signs of wear.

·         Furniture that is not returned in its original factory-sealed packaging.

·         Furniture returned outside the 2-day return request period.

·         Made-to-order, bespoke, or customised furniture.

·         Clearance, ex-display, or sale items (unless faulty).

10. Consumer Rights

Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection laws.

11. Acceptance of this Policy

By placing an order with Emilisa House, you confirm that you have read, understood, and agree to the terms of this Returns & Refund Policy.