Returns & Refund Policy

At The Warm Living, we aim to make returns clear, fair, and transparent. Please read the policy below carefully before requesting a return.

🔁 Damaged or Faulty Items

If your order arrives damaged or faulty, you are entitled to:

  • A replacement of the damaged part, or
  • A full or partial refund (where appropriate)

👉 Important requirements:

  • Damage must be reported immediately upon delivery via email
  • You must provide clear photographic evidence
  • Damaged items must remain in original packaging and on the pallet (if applicable)
  • Do NOT attempt to install or modify the product

For large items (log cabins, saunas, gazebos), we will arrange collection if required.

📦 Returns Process

Depending on item size:

Large items:

  • We arrange collection via our specialist transport partners
  • Items must be safely prepared for pickup

Smaller items:

  • You may be required to return items via tracked postal service
  • Return address will be provided after approval

👉 Customers are responsible for ensuring goods are safely returned until received by us or our carrier.

⏱️ Refund Timeline

Once your return is received and inspected:

  • Refunds are processed within up to 14 working days
  • In some cases, it may take up to 30 working days depending on banking

Refunds are issued using the original payment method.

❌ Cancelled Orders

Under UK Consumer Contracts Regulations:

  • You may cancel your order within 14 days of delivery
  • Items must be returned unused, unassembled, and in original packaging

Important conditions:

  • You are responsible for return shipping costs
  • Items must be returned in resellable condition
  • Made-to-order or customised products may not be eligible for cancellation

👉 A £25 administration fee applies to cancelled orders after payment has been processed.

📦 Condition of Returned Items

We cannot accept:

  • Assembled or modified products
  • Items without original packaging
  • Products not in resale condition

If returned items are found to be in good condition, any return costs will be deducted from the refund.

📧 How to Request a Return

All return requests must be submitted via:

👉 https://thewarmliving.com/pages/contact-us

Please include:

  • Order number
  • Photos (if damaged)
  • Reason for return

🇬🇧 Customer Protection

We follow UK consumer protection regulations to ensure fair handling of all returns, cancellations, and warranty claims.