Returns, Exchanges & Refunds

1. Overview

If you need support with a return, exchange or refund request, please contact us before sending any item back. This helps us review the order, confirm the appropriate return route and provide the correct return instructions. Unauthorised returns may be delayed or refused until the goods have been identified and inspected. This administrative requirement does not remove any legal rights you may have.

2. Change-of-Mind Cancellations

If you purchase from Arisée online, by phone or by email as a consumer, you generally have the right to cancel your order for change of mind within 14 days after the day you confirmed the order or before dispatched. Once you have told us that you wish to cancel, you should send the goods back without undue delay and, in any event, within 14 days.

To exercise this right, please contact us by email with your order number and a clear statement that you wish to cancel. You do not need to give a reason for cancelling within this statutory period.

3. Items Not Eligible for Change-of-Mind Return

The statutory change-of-mind cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised goods. For Arisée, this may include bespoke finishes, custom upholstery selections, made-to-order specification changes, or any item clearly confirmed as custom-made for your order. These items remain eligible for a remedy if faulty, damaged, misdescribed or otherwise not in conformity with your legal rights.

4. Return Conditions for Change-of-Mind Orders

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you might inspect them in a physical retail setting. If returned goods show use, assembly, wear, damage, missing parts, missing packaging, or handling beyond what is reasonably necessary for inspection, we may make a lawful deduction from the refund to reflect any diminished value.

To help avoid delay, returned items should be sent back complete with all parts, fittings, instructions, accessories and original packaging where reasonably possible. Goods should be packed appropriately for safe return transit.

5. Return Shipping and Collection

Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, the direct cost of returning a change-of-mind order is the customer’s responsibility, provided this was made clear before purchase. For larger items that cannot normally be returned by standard post, return collection charges may apply. Where a return collection is required, the applicable arrangement and direct cost will be confirmed before collection is booked.

We recommend using a tracked return service where possible. Returned goods remain your responsibility until they are safely received back by Arisée, unless we have arranged the collection ourselves.

6. Exchanges

Exchanges are subject to stock availability and are not guaranteed until confirmed by our team. If you would like to request an exchange, please contact us first so we can review the order and advise the available options.

For change-of-mind exchange requests, any replacement item will usually only be arranged once the original goods have been returned to Arisée and inspected. If the requested replacement item is not available, we may instead offer a refund where appropriate or invite you to place a new order separately.

Where an exchange is requested for a product of different value, any price difference, additional shipping cost, or collection charge will be confirmed before the exchange is processed.

7. Faulty, Damaged or Incorrect Goods

If your item arrives faulty, damaged, incomplete or incorrect, please contact us as soon as reasonably possible and include your order number, a brief description of the issue, and clear photographs of the item and outer packaging. Prompt reporting helps us assess the matter efficiently and support the most appropriate remedy.

The goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and timing of the issue.

8. Faults Reported Within 30 Days

If goods do not conform to contract, consumers generally have a short-term right to reject within 30 days and receive a refund, subject to the legal framework applying to the particular facts. If you report a qualifying fault within this period and reject the goods, any refund due must be given without undue delay and, in any event, within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

9. Faults Reported After 30 Days and Within 6 Months

If a fault arises after the first 30 days but within the first 6 months, you are generally entitled in the first instance to a repair or replacement, unless that remedy is impossible or disproportionate. During this period, the trader must repair or replace unless it can prove the goods were not faulty at the time of sale.

Any repair or replacement must be provided at no cost to the consumer, within a reasonable time and without significant inconvenience. If repair or replacement is not possible, is unsuccessful, or is not carried out within a reasonable time and without significant inconvenience, you may become entitled to a price reduction or a final right to reject the goods.

10. Faults Reported After 6 Months

After the first 6 months, you may still have rights if the goods did not last a reasonable length of time, but we may ask for evidence that the problem was present at the time of sale or arises from an inherent issue rather than wear and tear, misuse, accidental damage or external causes.

11. Refunds

For valid change-of-mind cancellations, refunds are generally made within 14 days of us receiving the goods back or receiving evidence that they have been sent back, whichever is earlier in line with the Regulations. We will usually refund the original standard outbound delivery cost, but we do not have to refund any additional premium delivery upgrade above the basic standard service.

Refunds will be made to the original payment method unless otherwise agreed. We may withhold a change-of-mind refund until the returned goods are received back by us or until appropriate proof of return has been provided.

Where permitted by law, we may make a deduction from a change-of-mind refund for any diminished value caused by handling beyond what is reasonably necessary to inspect the goods. We do not make deductions that would conflict with your statutory rights.

12. Non-Refundable Charges and Deductions

Unless required by law, original delivery charges beyond the standard delivery option, return shipping costs, collection costs, storage charges, failed-delivery costs and direct re-delivery costs are non-refundable and may be deducted where they arise from customer-caused failed delivery, non-collection, unauthorised refusal, or a discretionary return arrangement outside your statutory rights. Any such deduction will be limited to direct costs actually incurred where permitted by law.

13. Sale Items and Promotional Orders

Items purchased at a promotional or discounted price are still covered by your statutory rights if faulty, misdescribed or otherwise not in conformity with contract. However, any additional goodwill return or exchange arrangements outside statutory rights may be limited on clearance, final-sale or specially discounted lines where this has been clearly stated before purchase. Consumers’ legal rights cannot be excluded or restricted by policy wording.

14. Unauthorised Returns, Refused Deliveries and Failure to Collect

Refusal of delivery, failure to collect a parcel after carrier notification, or sending goods back without prior return authorisation does not automatically cancel the order or create an automatic right to immediate refund outside your statutory rights. Any refund, replacement or exchange arrangement will normally only be assessed once the goods have been received back by Arisée and inspected. If the goods are not returned to Arisée, or are lost during the return process, we may be unable to process any refund or replacement unless and until the goods are recovered or the relevant carrier matter has been resolved. Nothing in this section affects your statutory rights.

15. Chargebacks and Direct Resolution

If there is an issue with your order, we ask that you contact us first so that we can review the matter and try to resolve it through the most appropriate route, whether that is updated delivery support, return approval, replacement, repair, collection or refund where applicable.