Refunds & Returns

Last updated 24 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under UK law

The Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also give consumers cancellation rights for most online purchases. Nothing on this page limits a right under UK law that cannot be excluded.

Damaged, incorrect or missing orders

If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.

Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
Order not received. If your order does not arrive, please tell us straight away.

Email theteam@roomdivider.uk with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.

Faulty or not as described

If goods are faulty, not fit for purpose or not as described, contact us promptly. We cover the reasonable return cost and provide the repair, replacement, price reduction or refund required by the Consumer Rights Act 2015.

Changing your mind

For most products bought online, you can cancel without giving a reason by telling us within 14 days after the day the goods are delivered. If one order arrives in separate deliveries, the period starts after the last item is delivered. Some statutory exceptions can apply, including goods made to your specification or clearly personalised.

After telling us you are cancelling, send the goods back within another 14 days. Please:

Include your order number or other proof of purchase from this website.
Take reasonable care of the goods and package them securely for return.
Use a tracked service and keep the tracking details until the return is complete.

For a change-of-mind return, you pay the direct return cost. We may reduce the refund if handling beyond what would be reasonable in a shop has reduced the value of the goods. We refund the price paid and the cost of our least expensive standard delivery option; an extra amount paid for express delivery is not refundable beyond that standard-delivery amount.

We cannot accept returns of purchases made from third-party retailers. This does not affect what we do for damaged, incorrect, missing, faulty or not-as-described orders.

Cancelling an order

Contact us as soon as possible if you want to stop an order before dispatch; within 12 hours gives us the best chance because orders are handled within 24 to 48 hours. There is no charge for cancelling before dispatch.

If the order has already shipped, your online cancellation rights do not disappear. Tell us clearly that you are cancelling and follow the return steps above.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How refunds are paid

For a cancelled online purchase, we issue the refund no later than 14 days after receiving the goods back, or after you provide evidence that you sent them back if that is earlier. It goes back using the original payment method unless you expressly agree otherwise. Payment providers may take additional working days to show the money on your statement.

How to start a return

Email theteam@roomdivider.uk with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address and credit the return to your order. For a change of mind return, send us the tracking details once you have posted it.

We do our very best to reply to support emails within 24 hours.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. If we still cannot agree, you can contact Citizens Advice or use any court or alternative dispute-resolution route available to you.