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Returns

A great extended returns policy...from The UKs Premier Online Interior Design Store

...and free returns on furniture, sofas, chairs, mirrors, lighting & rugs, so that you can shop confidently knowing you can return things if they are not suitable

Occa-Home has a great extended returns policy that allows you to return goods for a refund, even where there is no legal right to a refund or exchange, so you can shop with peace of mind, knowing that you can see how things work in your home when they arrive, and return anything to us for a refund if it is not suitable.  Simply contact us within 14 days of receiving the goods by email at customerservice@occa-home.co.uk or call us on 0844 879 4258 to inform us of your intention to return.  

If you are not delighted with the products that you have chosen or if you need to return them for any reason, you can do within 30 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging.

This 30 day guarantee doesn't apply to non-standard, customised or special order product [see below] nor to cut by the meter wallpaper or fabric.

Additionally The United Kingdom's Distance Selling Regulations 2000 provide you with a right to cancel your order or products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. Under this legislation, you also have the right to receive a refund in full, including any associated delivery charges if you return within these timescales. The right to cancel can be exercised in writing or in another durable medium - refer to our Contact Page for methods of reaching us.


how do I return goods?

Under our 30 day guarantee, please contact us within 14 days of receiving the goods by email to customerservice@occa-home.co.uk or call us on 0844 879 4258 to inform us of your intention to return. 

You will then be given a Returns Authorisation Number to write on the delivery note. Make sure you include this within the returns parcel for speedy processing on return to our warehouse so that your refund can be applied as soon as possible to your original method of payment. Occa-Home will credit the price paid for the goods in full within 5 working days of receiving them.

Please then return the goods in perfect condition, unused, unwashed and with the original packaging. It is important for your own security that you obtain proof of posting as unfortunately under our 30 day extended returns policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse, unless we are bringing them back.

The address for returns is:

Occa-Home Returns Department
PO Box 1000
Gateshead
NE85 2BS

If however you are returning furniture, sofas, chairs, mirrors, lighting & rugs from within the UK, our returns policy is even easier - we will collect from you for free.

Simply email us at customerservice@occa-home.co.uk or call us on 0844 879 4258 to inform us of your intention to return and we'll do the rest.

Our returns policy does not affect your legal and statutory consumer rights.



can't you collect the goods from me?

That is not a problem - if your return is not furniture, sofas, chairs, mirrors, lighting & rugs we can still make things easy for you and organise a collection. The cost of this can be charged to your account and will deducted from any refund due. If you wish this option, let us know and we will contact you to arrange it all for you.



what about returning non-standard, customised or special order products?

Where you have ordered and received a non-standard, customised or special order product [e.g. large furniture item, headboard, sofa, chair in your own choice of fabric and size] or goods that have been confirmed to you as non-standard, customised or special order, we cannot extend our Returns Policy or 30 day money back guarantee to such items unless faulty.

You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred.

 This is due to the fact that they are made as individual pieces to order, under your instruction and it is unlikely that we can sell it to another customer at full price, therefore it cannot be re-stocked.

Cut by the meter wallpaper and fabric does not fall under our 30 day money back guarantee however you are able to return these goods for a refund, with a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred.


We want you to be delighted with your orders from Occa-Home, so here's some advice from our Design Team to consider:

Before you order anything check the following:

- compatibility with all your other furnishings
- fitness for purpose
- that all your dimensions are correct and the product will fit where it is intended
- that you are satisfied that the fabric / finish is correct for you
- that the delivery address can receive the product [be sure of access, check dimensions, make sure it fits though all doorways, stairwells and any other access routes necessary]


See our Measuring Guide for additional advice on what to consider before buying from the website.

By placing an order for a non-standard, customised or special order product with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that your are entirely satisfied that it is the correct product for you. You will not be able to change the order once the item has been entered into production. 

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturers instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.


If the product is found to be damaged or faulty then our standard returns policy in relation to damaged or faulty goods will apply.



what happens if my goods arrive damaged or faulty?

In the event that you receive your order in a faulty or damaged condition, [including customised products] please contact us within 48 hours by email at customerservice@occa-home.co.uk or phone us on 0845 879 4258 and we will make the necessary arrangements to collect the damaged/faulty goods.

We will ask you to email a photograph of the damage and complete a short questionnaire as part of our quality assurance checks.

Please note it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund, or replacement sent at our expense, will be arranged.


do you comply with the WEEE Regulations?

The Waste Electrical or Electronic Equipment Directive requires countries to maximise separate collection and environmentally friendly process of waste electricals. Unwanted electrical equipment is the UK’s fastest growing type of waste and sending it to landfill causes lead and other toxins to leak into the soil and atmosphere, causing water contamination harming wildlife and human health.

Since 1 July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge. Fortunately much of the electrical and electronic equipment we use can be recycled to make new products. Look for information on new products that now carry the crossed wheelie bin symbol to identify recycling possibilities - remember that you can recycle your equipment without buying new equipment.

In striving to do what we can to protect our environment, we would encourage you to find your nearest recycling sites by contacting your local council, or visiting www.recycle-more.co.uk and type your postcode into the recycling bank locator to find your nearest recycling bank for WEEE.

The WEEE regulations do not give you entitlement to free collection of WEEE from your home, however if you purchase an electrical item from Occa-Home please feel free to contact us for advice on how to dispose of your item safely. Alternatively we can arrange for collection of your old like for like item. This will incur a charge of £9.99 but we will recycle the item free of charge.

This charge covers the collection and return to Occa-Home of your old appliance via the courier network. Appliance recycling must be arranged with our customer service team when you place your order.

In the spirit of saving energy and emissions however, we would always encourage you to recycle locally where possible.

For further information visit http://www.berr.gov.uk/files/file35992.pdf