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Refund Policy

Refund Policy:

Our refund process is designed to ensure your satisfaction with our products. Here are the key details:

  • Requesting a Refund: If you encounter any issues with your purchase, please promptly report them within 48 hours of receiving the item. Provide us with comprehensive information regarding the problem, this must include, images or videos as evidence. In instances where the packaging is damaged, please include photographic documentation.

  • Timely Reporting: It's vital to adhere to the 48-hour reporting window; failure to do so will regrettably result in the inability to receive a refund. Our primary commitment is to rectify the issue by means of repair or replacement. If, for any reason, this is not feasible, we will initiate a refund.

  • Return Process: Should we request the return of the item, kindly note that you will be responsible for the return shipping costs, as well as any damage incurred during transit. We strongly recommend diligent packaging, accompanied by proof of postage, preferably with insurance coverage. Any damages that have occurred due to the customer refutes the refund process. 

  • Self-Assembly Products: We kindly request your utmost caution when assembling self-assembly products. Regrettably, we are unable to accept returns or provide replacements for items that have been incorrectly assembled or damaged during assembly. Please be aware the installation is the customers responsibility, once the item has been installed we are longer able to accept the return. 

  • Faulty Items: Should you receive a faulty item, it is crucial to report it within the initial 48-hour window and return the item to us within 14 days of receipt. Ensure that you provide clear evidence of the fault. Once we confirm the fault upon the return, we will proceed with the refund or replacement as per your preference. If the items have been signed for a report will need to be made to the courier to initiate the refund process.

  • Restocking Fee: Please be informed that returns may be subject to a restocking fee ranging from 25-50% of the original product price, depending on the size and nature of the item. This fee is to cover the cost of processing returns and restoring the item to sellable condition.
  • Custom Colours / Fabrics: Any sale of a custom colour or fabric is final, these items are fully bespoke and cannot be exchange, refunded or returned.

Please be aware that our refund policy is focused on addressing situations involving incorrect or damaged items, and it does not extend to situations arising from buyer’s remorse. Given that our items are bespoke and individually produced, we are unable to accommodate refunds based on buyer’s remorse.

Order Cancellation:

We understand that circumstances can change. Here's our order cancellation policy:

  • Cancellation Window: You have the option to cancel your order within 24 hours of placing it. To ensure a valid cancellation, please provide your request via email to info@sienahome.co.uk. No other form of communication will be considered valid for cancellation purposes. Once this window has passed, production begins, and we cannot accommodate cancellations. After an item is shipped, it cannot be canceled. If needed, please refer to our Returns and Refunds policy.

Discount Codes:

When it comes to discount codes, please keep these points in mind:

  • At the Time of Purchase: Discounts are applicable only at the time of purchase and cannot be applied retroactively. They also cannot be used to facilitate order cancellations.

We hope this information clarifies our policies and ensures a smooth shopping experience for you. If you have any questions or concerns, don't hesitate to reach out to our customer service team.

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