Refund policy
Customer Satisfaction
We want you to be completely happy with your purchase.
We’re proud of our great reputation and positive reviews, and aspire to make sure every customer is 100% happy with their order.
Damages and issues
Please inspect your order upon arrival and contact us immediately if:
- the item is damaged,
- defective, or
- you receive the wrong product.
This allows us to investigate and put things right as quickly as possible.
Where possible, please take photos of any damage or issues to help us identify the problem and process a return claim more quickly.
If you’re otherwise unsatisfied with your product for any reason, please let us know. We value customer feedback and would love the chance to make things right.
Returns
If you need to return your item for any reason, you must notify us within 14 days of receiving your item.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please email us at info@freebirdinteriors.co.uk within 14 days of receipt of your purchase, using the same email you used to place your order.
Please provide us with as much detail as possible, including your reasons for return and any supporting evidence, e.g. photos of damage, if relevant, to help us process your claim as quickly as possible.
If your return is accepted, we’ll send you instructions on how and where to send your package. You will then have a further 14 days to return your item. Items sent back to us without first requesting a return will not be accepted. Your item must be received by us in the same condition that you received it.
Customers are responsible for the cost of returns. Please obtain proof of return postage and keep hold of this until your return is complete. We strongly recommend that you use a tracked delivery service. If your return is not received by us and you do not have proof of returns shipping, you will not be eligible for any refund.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.
Exchanges
If you are returning your product because it is faulty or damaged, we may be able to send out a replacement item without processing a refund. Please request an exchange in your returns email (as above) and we will confirm if this is possible.
Otherwise, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if your refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, you have evidence of return postage, and you have not yet received your refund, please contact us at info@freebirdinteriors.co.uk.
Exceptions / non-returnable items
Certain types of items cannot be returned. This includes custom products (such as special orders or personalised items) and digital products.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.