Refund policy

Returns & Cancellations

Order with confidence. If something isn't right, we're here to help.

30-day free returns

We offer a 30-day free returns policy, meaning you have 30 days from the date you receive your item to request a return. Once your return is approved, items must be dispatched back to us within 14 days of approval.

To be eligible for a return, items must be:

• In the same condition you received them
• Unused, uninstalled, and uncut
• In their original packaging, with the seal intact and the manufacturer's box clean and undamaged
• Accompanied by proof of purchase

How to start a return

To request a return, please contact us at support@rainbowhome.co.uk with your order number and reason for return. Once approved, we'll send you instructions on how and where to send your item.

Returns sent without prior approval will not be accepted.

Returning your items

Please note the following when sending your return back to us:

• You're responsible for the goods until they reach us — we recommend using a carrier that offers insurance, as we're unable to issue a refund for items that arrive damaged
• Please add outer packaging to protect the manufacturer's box on its journey back
• We recommend taking a photo when handing your return to the delivery company, just in case

Free return shipping (UK mainland only)

Free return shipping applies to UK mainland addresses only. The following locations are excluded and will need to arrange and cover their own return shipping costs:

• Scottish Highlands & Islands
• Northern Ireland
• Isle of Man
• Channel Islands
• Isle of Wight
• Isles of Scilly
• Any other offshore or remote islands

If you're unsure whether your address is affected, please contact us before ordering.

Damaged or incorrect items

Please inspect your order on delivery. If your item arrives damaged, faulty, or incorrect, contact us as soon as possible so we can resolve the issue promptly.

Non-returnable items

The following items are non-returnable, unless faulty:

• Custom, made-to-order, or cut-to-length items (including all carpet, winder sets, and quarter landing turns)
• Samples
• Sale items
• Gift cards
• Items that have been installed or used

If you're unsure whether an item is returnable, please contact us before ordering.

Exchanges

We do not offer direct exchanges. The quickest way to receive a different item is to return your original purchase and place a new order once your return has been approved.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome. If approved, refunds are issued to the original payment method — please allow up to 10 business days for the refund to appear. Banks and card providers may take additional time to process funds.

Cancellations

• Before dispatch: Changed your mind? No problem — contact us and we'll refund you in full.
• After delivery: You have 30 days from the delivery date to request a return.
• Please note: Orders cannot be cancelled and reordered in a sale or using a discount code. The original order will remain valid in all cases.

Questions?

Contact us at support@rainbowhome.co.uk