Returns Policy

Current position

Most pieces on this site are sold following a written enquiry rather than by immediate checkout. This policy applies to any purchase concluded at distance — by email, telephone or through the site — and will apply to direct online purchase when that is introduced.

The fourteen-day right to withdraw

If you are a consumer in the European Union you may withdraw from a distance contract within fourteen days without giving any reason.

The period runs from the day you, or someone you nominate, takes physical possession of the goods. Where an order is delivered in several instalments, it runs from the day the last item arrives.

How to withdraw

Tell us in a clear statement before the fourteen days expire. Email enquiries@prestigehome.store. You may use the model withdrawal form set out in EU consumer legislation, but you do not have to. Sending your statement before the deadline is enough — it does not need to have reached us by then.

Returning the goods

Send the goods back without undue delay and in any event within fourteen days of telling us you are withdrawing.

You bear the direct cost of return. For large or heavy furniture this can be substantial, and because these items cannot normally be returned by post, the cost will depend on the carrier and the distance. We will give you an estimate for your specific piece and destination on request, before you commit to the purchase.

Refunds

We refund all payments received from you, including the standard delivery cost, within fourteen days of the day we are informed of your decision. We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them, whichever is earlier.

We refund using the same means of payment you used, and you will not incur a fee for that.

Where you chose a more expensive delivery method than our standard offering, we refund the standard cost rather than the premium you chose.

Condition of returned goods

You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. You are liable for any diminished value resulting from handling beyond that. In practice this means a piece may be unwrapped and looked at, but not used, assembled beyond what is needed to inspect it, or altered.

Where the right to withdraw does not apply

EU consumer law sets out exceptions. Two are directly relevant to what we sell:

• Goods made to your specification. Pieces manufactured to your measurements, or in a finish, fabric or configuration chosen by you for that order, are excluded from the fourteen-day right.
• Clearly personalised goods. Anything commissioned or individualised for you specifically is likewise excluded.

A great deal of what we sell is made to order. Where a piece falls under one of these exceptions, we will tell you in writing before you commit, in the order confirmation, and identify it as non-returnable. If we have not told you, treat the piece as returnable.

Faulty, damaged or misdescribed goods

This is separate from the right to withdraw and is not limited to fourteen days. If a piece arrives damaged, develops a fault, or is not as described, you have statutory rights to a repair, replacement, price reduction or refund under Irish and EU consumer law. The exceptions above do not apply — a made-to-order piece that arrives faulty is still covered.

Tell us as soon as you reasonably can and send photographs if the problem is visible. We arrange collection of faulty goods at our cost.

Trade and business purchases

The fourteen-day withdrawal right applies to consumers. It does not apply to purchases made in the course of a business, including commercial and hospitality projects, where the cancellation terms are those agreed in the written order confirmation.

Related

This policy forms part of our Terms & Conditions.