Refund policy

Returns, Refunds & Comfort Trial Policy

Last updated: 24 October 2026

Britishhomeco offers bespoke, handmade, and made-to-order products based on the selections made by customers at checkout.

We offer a 30-day returns policy, together with a 30-night comfort trial on eligible products where specifically advertised on the product page, subject to the terms below.

This policy is in addition to, and does not affect, your statutory rights.

1. 30-Day Returns

You may request a return within 30 days of delivery.

For a standard return, the product must be:

  • Unused

  • Clean and in resaleable condition

  • Free from stains, marks, odours, damage, misuse, or excessive wear

  • Complete with all parts, fittings, accessories, and components where possible

  • Securely packaged for safe transportation

You must contact us within the 30-day period before returning any item.

We reserve the right to refuse a return or reduce the refund where an item has been damaged, altered, misused, returned incomplete, or is no longer in a resaleable condition.

2. 30-Night Comfort Trial

Where a product page specifically states that a 30-Night Trial applies, you may try the eligible product at home for up to 30 nights from the date of delivery.

Unlike a standard change-of-mind return, reasonable household use during the comfort trial is permitted.

To qualify for the 30-night comfort trial:

  • You must contact us within 30 nights of delivery.

  • The product must have been used normally and responsibly.

  • The product must be clean and hygienic.

  • It must be free from stains, damage, misuse, excessive wear, odours, or alteration.

  • All applicable parts and components must be returned.

  • Any care or usage instructions supplied with the product must have been followed.

The 30-night comfort trial only applies to products where it is expressly advertised on the relevant product page.

The collection fee will either be deducted from your refund or payable before collection is arranged.

3. Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of delivery.

Examples of change-of-mind returns include:

  • You no longer want the item.

  • You ordered the wrong size, colour, fabric, or configuration.

  • The item does not fit due to access restrictions.

  • You changed your mind after placing the order.

  • The product was manufactured correctly according to the specifications selected at checkout.

Products returned under the standard change-of-mind policy must meet the condition requirements set out in Section 1.

4. Made-to-Order & Bespoke Products

Many Co.co.uk products are handmade or manufactured according to the size, fabric, colour, storage option, configuration, or other specifications selected by the customer.

Our voluntary 30-day returns policy and any applicable 30-night comfort trial are offered subject to the conditions in this policy.

Nothing in this policy limits any rights you may have where a product is faulty, damaged, incorrect, or not as described.

5. Faulty, Damaged, Incorrect or Not as Described Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

Depending on the circumstances, we may offer:

  • Replacement parts

  • Product repair

  • Replacement item

  • Collection

  • Partial refund

  • Full refund

To assess the issue, we may request photographs, videos, measurements, or other relevant supporting information.

If we confirm that the product is faulty, damaged, incorrect, or not as described, any required collection will be arranged free of charge.

6. Cancellations & Order Amendments

If you need to cancel or amend an order, please contact us as soon as possible at:

 hello@britishhomeco.co.uk

Because our products are bespoke and made to order, changes or cancellations may not always be possible once production has begun.

If your cancellation or amendment can still be accommodated, we will confirm this to you by email.

If production has already started or the order has been dispatched, your request may need to be handled through the applicable returns process after delivery.

7. How to Request a Return

To request a return, contact:

 hello@britishhomeco.co.uk

Please provide:

  • Your order number

  • Full name

  • Delivery postcode

  • Item(s) you wish to return

  • Reason for the return

  • Photographs where applicable

Please do not return or arrange transportation of an item until you have received return instructions from us.

Returns sent without prior approval may be delayed, refused, or returned to you.

8. Collections

Where a collection is required, we will arrange this with you.ns.

The collection fee does not apply where we confirm that the product is faulty, damaged, incorrect, or not as described.

Customers are responsible for ensuring that the item can be safely accessed and collected from the delivery address.

Additional charges may apply if a collection fails because suitable access was not provided or the item was not available at the agreed time.

9. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

Refunds are normally processed within 5 working days after inspection.

Depending on your payment provider, including your bank, card issuer, Klarna, Clearpay, or PayPal, additional processing time may be required before the funds appear in your account.

No collection fee will be deducted for confirmed faulty, damaged, incorrect, or not-as-described products.

10. Refund Deductions

We may reduce a refund where the returned product has lost value because of handling, misuse, damage, or condition beyond what is permitted under the applicable return or trial policy.

This may include:

  • Damage occurring after delivery

  • Stains, marks, or odours

  • Excessive wear

  • Missing parts, fittings, or accessories

  • Incorrect assembly

  • Alteration or modification

  • Damage caused by inadequate packaging

  • Failure to follow care or assembly instructions

  • Misuse of the product

Any deduction will be assessed fairly following inspection and will be explained to you.

Reasonable use of an eligible product during an advertised 30-night comfort trial will not, by itself, invalidate a return.

11. Items That May Be Refused

We may refuse a return, or reduce the refund where appropriate, if an item:

  • Has been damaged after delivery

  • Has been misused

  • Has excessive wear

  • Has stains, marks, or strong odours

  • Has been altered or modified

  • Has missing parts, fittings, or accessories

  • Has been damaged through incorrect assembly

  • Has not been cared for in accordance with supplied instructions

  • Cannot be safely collected because of access restrictions

For standard returns, products must remain unused and resaleable.

For products covered by an advertised 30-night comfort trial, reasonable use is permitted subject to the conditions in Section 2.

This does not affect your statutory rights where a product is faulty, damaged, incorrect, or not as described.

12. Faulty Products & Warranty

If your product develops a fault, please contact us with:

  • Your order number

  • A description of the issue

  • Photographs or videos where possible

Selected britishhomeco products include a 5-year warranty covering manufacturing defects in materials and workmanship under normal household use.

Full coverage, conditions, and exclusions are set out in our Warranty Policy.

The warranty is provided in addition to your statutory rights.

13. Contact Us

If you have any questions regarding a return, refund, or comfort trial, please contact us:

Email:  hello@britishhomeco.co.uk

Address:
Alexandra Mills
Alexandra Road
Batley
WF17 6JA
United Kingdom

Opening Hours:
Monday to Friday, 9:00 am – 5:00 pm