Refund Policy

At Dremo Homes, we want you to love your kitchenware, bedding, and bathroom accessories. If something isn’t right, our Refund Policy explains your options for returns and refunds, whether you shopped online, by phone, or in-store. Please read this carefully—it works alongside our Terms of Sale.

1. Overview

We offer refunds or exchanges for:

• Items you change your mind about (online/phone orders only, within 14 days).
• Faulty or incorrect items (all purchases, within set timeframes).
  Returns must meet our conditions below. All refunds are processed to your original payment method unless otherwise stated.

2. Online and Phone Orders

• 2.1 Change of Mind
  • Timeframe: You have 14 days from receiving your order to notify us you want to cancel, and another 14 days to return it.
  • Conditions: Items must be unused, in original packaging, and in resalable condition. Hygiene-sealed products (e.g., bedding, towels) must remain unopened.
  • Process: Email [returns@dremo.co.uk] or call [insert phone] with your order number. We’ll provide a return address and instructions.
  • Costs: You pay return shipping unless we sent the wrong item or it’s faulty.
  • Refund: Issued within 14 days of us receiving the return, including the original delivery cost (standard rate only).
• 2.2 Faulty or Incorrect Items
  • Timeframe: Notify us within 30 days of receipt for a full refund or replacement. After 30 days but within 6 months, we’ll assess if the fault was present at delivery.
  • Conditions: Proof of purchase (e.g., order confirmation) required. For faults, include photos or details.
  • Process: Contact [support@dremo.co.uk]. We’ll cover return shipping and offer a refund, replacement, or repair (your choice, subject to availability).
  • Refund: Processed within 14 days of return receipt or, if not returned, within 14 days of fault confirmation.

3. In-Store Purchases

• 3.1 Change of Mind
  • Timeframe: Return within 28 days of purchase.
  • Conditions: Items must be unused, in original packaging, and with a receipt. Hygiene-sealed items must be unopened.
  • Process: Bring the item and receipt to any Dremo Homes store. No shipping costs apply.
  • Refund: Issued immediately via original payment method or store credit if preferred.
• 3.2 Faulty or Incorrect Items
  • Same as online/phone (Section 2.2), but return to a store with your receipt for faster service.

4. Exclusions

We can’t accept returns for:

• Personalized or custom-made items (unless faulty).
• Items damaged by misuse, wear and tear, or improper care (e.g., machine-washing a hand-wash-only towel).
• Products past the return window unless faulty under warranty (see Section 6).

5. How Refunds Work

• Timing: Refunds take 5-10 business days to appear, depending on your bank or payment provider.
• Partial Refunds: If part of an order is returned, we refund only that portion (plus proportional delivery costs for change-of-mind returns).
• Non-Refundable Costs: Expedited shipping fees aren’t refunded for change-of-mind returns.

6. Warranty

• Most products come with a 1-year warranty against manufacturing defects. Contact [support@dremo.co.uk] with your order details to claim. Excludes normal wear or misuse.

7. Contact Us

Need to return something or have questions? Reach out:

• Email: [returns@dremo.co.uk]

We’re here to help make things right. Thank you for choosing Dremo Homes!