Refund policy

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This voluntary returns window is offered in addition to your legal rights set out below.

To be eligible for a return under our 30-day policy, your item must be in resellable condition — unused, with all tags and labels, and in its original packaging. You'll also need the receipt or proof of purchase. We cannot accept returns under this policy if the product has been altered or previously installed. (This does not affect your rights if an item is faulty — see "Damaged, defective or faulty items" below.)

To start a return, contact us at sales@visionspaces.co.uk with the order number, your name, address and contact details, and the reason for the return. We aim to respond within three working days.

Returns are sent at your own risk, so we recommend using a tracked or courier service. Please send returns to:

Vision Spaces UK, Unit 18, 53 Clark Street, Paisley, PA3 1QS.

You are responsible for return delivery costs, except where we have sent the wrong item or the item is faulty, in which case we will cover the cost. (Slight colour differences compared with our website are not a fault, as wood is a natural product.)

Please take reasonable care of items while they are in your possession. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to check the nature and characteristics of the item.

YOUR LEGAL RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Separately from our 30-day policy, if you bought online you have a legal right to cancel your order for any reason, from the moment you place it until 14 days after the day you receive the goods. To cancel, simply let us know at sales@visionspaces.co.uk. You then have 14 days to return the goods to us. Within this cancellation period you may examine items as you would in a shop, so this right applies even if packaging has been opened — although we may make a deduction if items have been handled more than was necessary. This right does not apply to bespoke or made-to-order items (see "Non-returnable items" below).

REFUNDS

We will notify you once we've received and inspected your return, and let you know whether the refund has been approved. If approved, we'll refund your original payment method as soon as possible, and within 14 days at the latest. It can then take your bank or card provider additional time to process and post the refund. If you have not received an approved refund within 14 days, please contact us at sales@visionspaces.co.uk.

DAMAGED, DEFECTIVE OR FAULTY ITEMS

Please inspect your order on arrival and contact us as soon as possible — ideally within 48 hours — if an item is damaged in transit, defective, or you have received the wrong item. Please email images of the damage or defect to sales@visionspaces.co.uk so we can arrange a replacement or refund. Letting us know promptly helps us, but it does not affect your statutory rights: under the Consumer Rights Act 2015 you have up to 30 days to reject faulty goods for a full refund, and further rights to a repair or replacement after that.

NON-RETURNABLE ITEMS

Bespoke and made-to-order items (anything produced or customised specifically to your order) cannot be returned or cancelled under either our 30-day policy or the 14-day cooling-off period.

End-of-line items are not eligible for our voluntary 30-day returns. Items bought at a promotional price, including our Black Friday bundle, are still covered by the 30-day policy, as long as they are in our standard stock colours and meet the conditions above. Your legal right to cancel within 14 days and your rights in respect of faulty goods are unaffected and still apply to all items.

If any non-returnable item arrives faulty or damaged, please contact us to discuss your options.

EXCHANGES

For any exchanges, we recommend you return the item you have and, once the return is accepted, place a separate order for the replacement.

If you have any questions, you can contact us any time at sales@visionspaces.co.uk.