Refund Policy

 

Last updated: 29 August 2026

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most orders within 14 days of receiving your item(s), without giving a reason. This is sometimes called a "cooling-off period."

To cancel, contact us at welcome@1reddoorlane.com within this 14-day window, quoting your order number.

Once you've told us you'd like to cancel, you have a further 14 days to send the item back to us. Items must be returned unused and in their original condition and packaging where possible.

Return postage is paid by the customer. A flat return postage fee of £6.95 will be deducted from your refund, matching our standard delivery rate.

Because large furniture is delivered by a two-person team, returns need to be arranged as a collection rather than a standard parcel return.

Contact us to arrange collection. A collection fee of £129 applies (matching our standard large-item delivery rate), which will be deducted from your refund.

Once we've received and inspected your return, we'll process your refund within 14 days, in line with the Consumer Contracts Regulations 2013. Refunds are made to your original payment method.

Original delivery charges are refunded only if the entire order is being cancelled and returned. If you only return part of a multi-item order, the delivery charge is not refunded.

Some items can't be cancelled or returned under the 14-day right, in line with the exemptions set out in the Consumer Contracts Regulations 2013 — specifically, goods made to your specification or clearly personalised.

●      Made-to-order or bespoke furniture

●      Opened fragrance items

Gift Cards

Gift cards are valid for 12 months from the date of purchase and expire automatically after this period, in line with recognised UK industry practice. The expiry date will be clearly stated at the time of purchase.

If an item arrives faulty, damaged, or not as described, you're protected under the Consumer Rights Act 2015, separately from the 14-day cancellation right above:

●      Within 30 days of receiving a faulty item, you're entitled to a full refund.

●      After 30 days (and within 6 months), we get one opportunity to repair or replace it; if that doesn't work, you're entitled to a refund or price reduction.

●      This applies regardless of whether the item falls under one of the exceptions above — bespoke and made-to-order pieces are still covered if they arrive faulty.

Contact us at welcome@1reddoorlane.com with your order number and photos of the issue, and we'll sort it out as quickly as possible.

Email welcome@1reddoorlane.com with your order number and the item(s) you'd like to return, and we'll guide you through the next steps.