Refund policy

     Returns, Refunds & Cancellation Policy

    Office Address Elite Ambient Interiors

    Citygate House, 246-250 Romford Road, London, England, E7 9HZ


    Customer Support

    📧 Email: info@eliteambientinteriors.co.uk

    📞 Phone: 0161 706 2302

    📱 WhatsApp: 07926 471114

     

    Return Policy

    We offer a 14-day return window from the date of delivery for eligible items. To be accepted for return, items must meet the following conditions:

    Eligible Items for Return

    Dining Sets

    Dining Chairs

    Bar Stools

    Coffee Tables

    Console Tables

    Lamp Tables

    Dining Tables

    Return Conditions

    Items must not be used, assembled, or damaged.

    Must be returned in original, undamaged packaging.

    A receipt or proof of purchase is required.

    Assembled or items with damaged packaging cannot be returned or exchanged.

    Assembled or partly assembled items are not eligible for return.

    The customer is responsible for returning the item to our warehouse at their own cost. Upon receipt, the item will be inspected to confirm it is undamaged and in its original packaging. Once approved, we will notify you and process the refund. Please note that delivery charges are non-refundable.

    Important Notes

    This policy does not affect your statutory rights under UK consumer law.

    Custom-made items (e.g. sofas) are non-returnable.

    Delivery and assembly fees are non-refundable.

    For non-custom items purchased online, customers may request cancellation within 14 days of receiving their order. After notifying us of cancellation, the item must be returned unused, unassembled, and in its original packaging. Custom-made or made-to-order items are excluded unless faulty, damaged, or not as described.

    Product colours may appear slightly different due to lighting or screen settings. For clarification, please contact us before ordering.

     

    How to Request a Return or Cancellation

    To start a return or cancel an order, please email:

    📧 info@eliteambientinteriors.co.uk

    Do not send items back without prior approval — they will not be accepted.

    What if I have received Damage items 

    Please inspect your order immediately upon delivery. If you receive a damaged item notify us within 24 hours. 

    If you have booked an assembly service with us, it is the customer’s responsibility to inspect the item thoroughly before the courier or assembly team leaves. Once they have left the premises, any damage or marks must be reported immediately.

    Damage or missing-item claims should be reported within 24 hours where possible, so we can resolve the issue quickly. This does not affect your statutory rights if the item is faulty, damaged, or not as described. 

    If you notice any issues such as damage or marks, you may send us clear photographs of the item. In cases where a defect is confirmed and a replacement is required, we will be happy to arrange a replacement for you.

    Kindly be advised that we do not accept returns or issue refunds for items that have already been assembled. Replacement is the only option available if item is damaged or has marks. 

    Incorrect Item Received

     

    At Elite Ambient Interiors, we are committed to delivering exactly what our customers order. However, if you believe you have received an incorrect item, please follow the guidance below.

     

    If You Notice the Issue at the Time of Delivery

     

    If you notice that the courier is delivering the wrong size or colour, please refuse the delivery and inform the courier to return the item to us.

    Then contact us immediately so we can rearrange the correct delivery:

    • Email: info@eliteambientinteriors.co.uk
    • Phone: 0161 706 2302
    • WhatsApp: 07926 471114

    We will arrange a replacement as quickly as possible.

     

    If You Notice the Issue After Accepting Delivery

     

    If you accept the item and later realise the size or colour is incorrect:

    • Do not open or assemble the item.
    • Please check the box carefully, as all sizes and colours are clearly stated on the packaging.
    • Contact us immediately using the details above.

    Please note:

    We cannot accept returns or arrange replacements if the item has been opened, assembled, or is no longer in its original packaging.

     

    If You Have Booked Assembly With Us

     

    If you have arranged assembly and notice the item is incorrect:

    • Inform the courier/assembly team not to assemble the item.
    • Contact us immediately so we can arrange a replacement.

    If the item is assembled and you contact us afterwards, we regret that we will not be able to accept a return or provide a replacement.

    To Process a Claim:

    Send clear photographs of the damage within 24 hours.

    Once verified, we will arrange a replacement.

    Claims submitted after 24 hours will be assessed based on available evidence.

    Items Not Eligible for Return

    Used or assembled items

    Custom or made-to-order items (e.g., sofas, personalised pieces)

    Discounted or clearance items

    Gift cards

    Exchanges

    To be eligible for an exchange, the item must be:

    Unused, unassembled, and in original packaging

    Return and redelivery costs are the customer’s responsibility

    How to Exchange:

    Return the eligible item

    Once approved, place a new order

    For product exchanges, a collection fee of £120 will apply for picking up the existing item. In addition, a redelivery charge of £120 will be applied for delivering the replacement item.

    Order Cancellations

    Orders can only be cancelled prior to dispatch. If the item has already been collected by the courier, a non-refundable £120 delivery charge will apply. Any refund issued will be processed after deducting this charge. Full refunds are available for orders cancelled before courier collection.

    After 24 hours, the order may be in processing or dispatch and cannot be cancelled.

    If the item has shipped, delivery charges are non-refundable.

     

    To Cancel an Order:


    📧 info@eliteambientinteriors.co.uk

    📞 0161 706 2302 / 📱 07926 471114

     

    Assembled Items

    Items that have been assembled by the customer or requested to us assembled on delivery are considered used and are not eligible for return.

    Custom-Made Items

    Custom or made-to-order products (e.g. sofas) are non-refundable and non-returnable, as they are tailored specifically for each customer.

     

    Refund Process

    Once we receive and inspect your return, we will notify you of the refund decision.

    If approved, a refund will be issued to your original payment method within 10 business days.

    Please note: Refunds will be processed within 14 days after we receive the returned item or proof of return, subject to inspection.


    Deductions from Refunds

    £120 delivery fee will be deducted.

    If item assembled by us an additional £100 fee applies.

    Maximum total deduction for delivery & Assembly charges : £220

    Shopify transaction fees are non-refundable and vary per order.

    If the item is used, damaged, or not in its original condition, we reserve the right to refuse the refund.

    Please note that a 20% restocking fee, calculated on the total order amount, is non-refundable.

    Any deductions will only apply where permitted by law and will not affect your statutory rights.

    Will the product look exactly like the images shown online?


    We aim to represent all products as accurately as possible. However:

    • Minor variations in shade, texture, or pattern may occur due to lighting, materials, and production batches
    • The overall design and structure of the product will remain the same
    • Items that have been assembled cannot be returned or exchanged

    Additional images or videos can be provided upon request. Please note that even in photos or videos, colour shades and patterns may vary slightly, though the design will remain consistent

    Delivery Information

    Do You Charge for Delivery?

    We offer free delivery across England, Wales, and Scotland.

    The following delivery charges apply to selected areas:

    • Northern Ireland — £200

    • Isle of Wight — £100

    Can I Choose a Delivery Date?

    Yes, you can choose your preferred delivery date.

    We always aim to deliver on your selected date; however, delivery dates cannot be guaranteed 100% due to unforeseen circumstances. We recommend contacting us before placing your order to confirm availability and delivery scheduling.


    Can I Rearrange My Delivery Date?

    Yes, delivery dates can be rearranged.

    If your delivery has already been scheduled and you have received confirmation from our team via WhatsApp or email, you may request a change up to 24 hours before delivery by contacting us via:

    • Email: Info@eliteambientinteriors.co.uk

    • Phone: 016 17062302

    • WhatsApp: 07926471114

    Please note:
    In some cases, rearrangement may not be possible once the item has been loaded onto the delivery vehicle and an estimated delivery time has been provided.

    If a delivery is rearranged after dispatch, the following charges will apply:

    • Sofas — £120

    • Dining Sets — £120

    • Dining Tables — £60

    • Dining Chairs — £60

    • Lamp Tables — £60

    • Console Tables — £60

    • Coffee Tables — £60

    • Bar Stools — £40

    Need Help?


    If you have any questions before or after purchasing, we’re here to help:

    📧 Email: info@eliteambientinteriors.co.uk

    📞 Phone: 0161 706 2302

    📱 WhatsApp: 07926 471114

     

    Thank you for shopping with Elite Ambient Interiors.

    Your satisfaction is our priority.