At ACRE & LIVING, we take pride in offering thoughtfully selected handmade home décor, furniture, and home essentials that bring beauty and comfort to your living spaces.

Your satisfaction is important to us. We understand that sometimes a product may not be quite what you expected, and we aim to make the return and refund process as straightforward as possible.

Please read our Return & Refund Policy carefully before making a purchase.

1. Our 14-Day Return Policy

If you are not completely satisfied with your purchase, you have the right to cancel most online orders within 14 calendar days after receiving your items, without providing a reason.

To exercise this right, you must notify us of your decision to cancel within 14 days after the day you receive your order.

If your order contains multiple items delivered separately, the cancellation period generally begins after you receive the final item.

Once you notify us of your cancellation, you have a further 14 days to return the eligible products.

This policy applies to eligible online purchases in accordance with UK consumer protection laws.

2. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Us

Email our customer support team at [Insert Customer Support Email].

Please include:

  • Your full name
  • Order number
  • Product name
  • Reason for return (optional for change-of-mind cancellations)
  • Photographs of the product, if relevant

Step 2: Return Instructions

Our customer support team will provide the appropriate return address and instructions.

Step 3: Return Your Product

Carefully package the product to protect it during transportation and send it to the designated return address within the applicable timeframe.

We recommend using a tracked delivery service and retaining proof of postage.

Important: Please contact us before sending an item to ensure it reaches the correct return facility. Our registered office is not necessarily our returns address.

3. Return Conditions

For change-of-mind returns, customers may inspect products to establish their nature, characteristics, and functionality, as they would reasonably be permitted to do in a physical shop.

We recommend that:

  • Products are carefully packaged for their return journey.
  • All original accessories and components are included.
  • Original packaging is reused wherever practical.
  • Furniture is protected from damage during transportation.

You may be responsible for a reduction in the value of goods resulting from handling beyond what is necessary to inspect them.

Missing original packaging alone does not automatically remove your statutory right to cancel.

4. Handmade Products and Natural Variations

At ACRE & LIVING, many of our products are handmade or incorporate natural materials.

As a result, minor variations may occur in:

  • Colour and shade
  • Texture and finish
  • Wood grain
  • Handcrafted patterns
  • Natural material characteristics
  • Decorative detailing

These variations contribute to the individuality of handcrafted products.

Minor variations consistent with the product description and reasonable quality expectations are not necessarily manufacturing defects.

However, handmade products must still be of satisfactory quality, fit for purpose, and as described.

Handmade products are not automatically excluded from returns. Standard handmade items remain eligible for statutory cancellation unless a specific legal exception applies.

5. Personalised and Custom-Made Products

Certain products made to a customer’s individual specifications or clearly personalised may be excluded from the standard 14-day change-of-mind cancellation right.

Examples may include:

  • Furniture manufactured to unique customer-specified dimensions.
  • Products featuring personalised names or engravings.
  • Bespoke decorative items created to individual specifications.
  • Products customised according to specific customer instructions.

Where this exception applies, we will make this clear before purchase.

Products are not automatically exempt simply because they are handmade or produced after an order is placed.

If a personalised or custom-made item is faulty, damaged, or not as described, your statutory consumer rights remain unaffected.

6. Damaged, Defective, or Incorrect Items

We carefully select our products and aim to ensure that every order arrives in satisfactory condition.

If your product arrives damaged, defective, or incorrect, please contact our customer support team as soon as reasonably possible.

Email: [Insert Customer Support Email]

Please provide:

  • Your order number
  • A brief description of the problem
  • Photographs of the product or packaging, where available

Photographs can help us investigate and resolve the issue quickly, but they are not mandatory for exercising statutory rights.

Depending on the circumstances and your statutory entitlements, we may offer:

  • A replacement
  • A repair
  • A partial refund
  • A full refund

Where required by law, we will cover reasonable return or collection costs for faulty, damaged, or incorrectly supplied products.

Under the Consumer Rights Act 2015, customers have additional rights where goods are faulty, not as described, or not fit for purpose.

These rights include a short-term right to reject qualifying faulty goods, generally within 30 days, along with other remedies where applicable.

7. Furniture and Large Item Returns

Furniture and oversized home products may require additional handling due to their dimensions, weight, or packaging requirements.

For eligible change-of-mind returns:

  • Customers should contact us to discuss suitable return arrangements.
  • Certain items may require specialist transportation or collection.
  • Return shipping or collection costs may apply where disclosed before purchase.
  • Products should be appropriately protected during return transportation.

For products that cannot normally be returned by post, applicable return costs or a reasonable estimate will be communicated before purchase where customers are responsible for those costs.

If furniture arrives faulty, damaged, or materially different from its description, we will provide the remedies required under applicable consumer law.

8. Return Shipping Costs

Change-of-Mind Returns

For standard change-of-mind cancellations, customers are responsible for the direct cost of returning eligible products, provided this responsibility has been communicated before purchase.

Damaged, Faulty, or Incorrect Items

Where a product is faulty, damaged, or incorrectly supplied, we will cover reasonable return costs where required by law.

Large Furniture Returns

For oversized or bulky products, specialist collection costs may apply to change-of-mind cancellations, subject to the information disclosed before purchase.

9. Refund Process

Once your return has been received, or you have provided adequate evidence of returning the goods, we will process any refund due under your statutory cancellation rights.

Refund Timeframe

Refunds for eligible cancellations will be issued without undue delay and no later than 14 days after:

  • We receive the returned goods; or
  • You provide evidence that the goods have been returned,

whichever is earlier.

Refund Method

Refunds will be issued using the original payment method unless you expressly agree otherwise.

Original Delivery Charges

For eligible statutory cancellations, we will also refund the cost of our least expensive standard delivery option, where applicable.

If you selected a premium or express delivery service, the additional charge above standard delivery may not be refundable.

Refund Deductions

A deduction may be made where legally permitted if handling beyond what is necessary to inspect the product has reduced its value.

We do not charge an additional administration or restocking fee for exercising your statutory cancellation rights.

10. Exchanges

If you would prefer a different product, colour, or style, please contact our customer support team.

Exchanges are subject to product availability and our agreement.

Where a direct exchange is unavailable, you may return an eligible product in accordance with this policy and place a new order.

This does not affect your statutory right to a repair or replacement where applicable.

11. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will confirm whether the order can be cancelled before dispatch.

For orders subject to statutory cancellation rights, those rights apply regardless of whether the product has already been dispatched.

For personalised products falling within a statutory cancellation exception, cancellation may depend on the agreed order terms and production stage.

12. Lost or Delayed Deliveries

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will investigate the matter with the relevant delivery provider.

Where delivery has not taken place, your rights under UK consumer law remain protected.

Unless a different delivery period has been agreed, goods must generally be delivered within 30 days of the contract being formed.

If delivery is significantly delayed or does not occur, you may have the right to cancel the order and receive a refund in accordance with applicable law.

13. Sale and Discounted Items

Products purchased during promotional offers, clearance events, or seasonal sales remain subject to applicable statutory consumer rights.

A discounted price does not remove your right to cancel an eligible online order or seek remedies for faulty or misdescribed goods.

Any additional promotional return conditions will be clearly communicated before purchase.

14. Your Statutory Rights

This Return & Refund Policy operates alongside applicable UK consumer legislation, including:

  • The Consumer Rights Act 2015
  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Nothing in this policy excludes, restricts, or replaces your statutory rights.

Where any provision conflicts with mandatory consumer protection law, the applicable law will take precedence.

15. Contact Us

If you have any questions regarding returns, refunds, exchanges, or damaged products, please contact us.

ACRE & LIVING LTD

Registered Office Address:

26 Southwark Street
Nottingham, England
NG6 0DA
United Kingdom

Company Registration Number: 17398770

Customer Support Email: [Insert Customer Support Email]

Website: https://acrelivingltd.co.uk/

Our team will be happy to assist you with your enquiry.

Cancellation Form

You may use the following form to exercise your statutory cancellation rights. Use of this form is optional.

To: ACRE & LIVING LTD

Email: [Insert Customer Support Email]

I hereby give notice that I wish to cancel my contract for the following product(s):

Product Name: ________________________

Order Number: ________________________

Order Date: ________________________

Date Received: ________________________

Customer Name: ________________________

Customer Address: ________________________

Date: ________________________

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