Returns & Refund Policy

Last Updated: October 2025

At Spinasshop, we want you to love your new furniture, rugs, mats, or artificial plants. If something isn’t quite right, we’re here to help. This Returns and Refund Policy explains how to return items, what our process looks like, and when you can expect your refund.

We’re committed to making returns as straightforward as possible while following UK consumer law. Your satisfaction and statutory rights are important to us.

Your 14-Day Right to Return

Under the UK Consumer Contracts Regulations 2013, you have the right to change your mind about most purchases made online. You have 14 days from the date you receive your order to decide if you want to keep it. This is often called the “cooling-off period.”

If you decide to return something, you must notify us within these 14 days. You then have another 14 days to send the items back to us. This gives you plenty of time to try furniture in your space, see how rugs look in your room, or decide if that dining set is the perfect fit.

This right applies to most items we sell, but there are some exceptions (see “Items We Can’t Accept as Returns” below).

How to Start a Return

Returning items is easy. Just follow these steps:

Step 1: Contact Us

Email us at support@spinasshop.com or call +44 7848 157847 within 14 days of receiving your order. Please include:

Your order number (found in your confirmation email) Which item(s) you want to return Your reason for the return (this helps us improve, but isn’t required) Photos if the item is damaged or faulty

We’re available Monday-Friday, 9 AM-5 PM, and we’ll respond within 48 hours.

Step 2: Get Your Returns Authorization

We’ll send you a Returns Authorization Number and detailed instructions for returning your items. Please don’t send anything back without contacting us first—we can’t accept unauthorized returns and won’t be able to process refunds for them.

Step 3: Pack Your Items Carefully

Return items in their original condition and packaging whenever possible. This means:

Unused and unmarked (like you just received them) All original tags, labels, and documentation included Original packaging or similarly protective packaging All parts, fixings, and accessories included for furniture items

If the original packaging was damaged during delivery, pack the item securely in alternative packaging to prevent damage in transit. You’re responsible for the item until it reaches us, so please pack carefully.

Step 4: Send Your Return

You’re responsible for arranging and paying for return postage unless the item is faulty or we sent you the wrong product. We recommend using a tracked and insured delivery service, especially for valuable items. Keep your postage receipt as proof of return.

For large furniture items, you may want to use a specialist courier. We can recommend affordable options if you need help—just ask when you contact us.

Send returns to the address we provide in your Returns Authorization email. This may differ from our office address to ensure items go to our returns warehouse.

Step 5: We’ll Process Your Refund

Once your return arrives at our warehouse, we’ll inspect it within 3 working days. If everything is in good order, we’ll process your refund within 14 days of receiving the items.

Refund Details

What You’ll Get Back

When we approve your return, you’ll receive a full refund for:

The price you paid for the returned item(s) The original standard delivery charge (if you’re returning everything from that order)

We won’t refund:

Return postage costs (unless the return is our fault) Any premium or expedited delivery charges you chose at checkout Assembly services you may have purchased

How You’ll Get Your Refund

We’ll refund you using the same payment method you used to place the order:

Card payments: Refunds typically appear in 5-10 working days after we process them PayPal: Refunds appear in your PayPal account within 24-48 hours Klarna: Your Klarna payment plan will be adjusted automatically

If you paid using Klarna and have already made payments, we’ll refund to your original payment method through Klarna’s system. Contact Klarna support if you have questions about this process.

Faulty, Damaged, or Incorrect Items

If you receive something faulty, damaged, or just plain wrong, we’ll sort it out quickly at no cost to you.

What Counts as Faulty or Damaged?

Manufacturing defects (broken parts, structural faults, material flaws) Items damaged in transit (even if packaging looks fine) Furniture that doesn’t match the description on our website Missing parts or components Wrong item or wrong size delivered

What to Do

Your order number Clear photos showing the damage or fault A description of the problem

We’ll arrange a free collection and send you a replacement or provide a full refund, including all delivery charges. You choose which option you prefer. If you need the item urgently, we can sometimes send a replacement before collecting the faulty item.

Your statutory rights under the Consumer Rights Act 2015 aren’t affected by our returns policy. If goods are faulty, you’re entitled to a repair, replacement, or refund.

Items We Can’t Accept as Returns

For hygiene, safety, and practical reasons, some items can’t be returned unless they’re faulty:

Artificial Plants: Once unpacked and displayed, artificial plants can’t be returned for hygiene and quality reasons. Make sure you check them carefully as soon as they arrive.

Mats: Once removed from packaging and used, mats can’t be returned due to hygiene standards.

Made-to-Order Items: Custom furniture, bespoke dining sets, or items made to your specific measurements can’t be returned unless faulty. We’ll always confirm customization details with you before starting production.

Sale Items: Items purchased in our clearance or sale sections may have different return terms. These will be clearly marked on the product page.

Assembled Furniture: If you’ve assembled furniture that wasn’t faulty, returning it may be difficult or impossible. We recommend checking items before assembly.

If you’re unsure whether an item can be returned, contact us before ordering and we’ll clarify.

Exchanges

We don’t offer direct exchanges at the moment. If you’d like a different size, color, or product, please return your original item for a refund and place a new order for what you want. This ensures you don’t lose out if your preferred item is out of stock.

If you’re exchanging due to a fault or error on our part, contact us and we’ll prioritize getting your replacement to you quickly.

Restocking Fees

We don’t charge restocking fees for standard returns within the 14-day period. However, if items are returned in unsuitable condition (damaged due to inadequate packaging, missing parts, excessively dirty, or clearly used beyond reasonable inspection), we may deduct a reasonable amount from your refund to cover the loss in value.

We’ll always contact you before making any deductions to explain the situation and give you the option to have the item returned to you instead.

After the 14-Day Period

If you miss the 14-day return window, you may still have rights under UK consumer law:

Within 30 days: If goods are faulty, you can reject them for a full refund Within 6 months: If goods develop a fault, we’ll repair or replace them Up to 6 years: You may have rights to a repair, replacement, or partial refund for inherent faults

Contact us if you discover a fault outside the 14-day period. We’re here to help and will work with you to find a fair solution.

Furniture Assembly Returns

If you’ve purchased and used our assembly service, returning the item becomes more complex. We can still accept returns if:

The item is faulty We sent the wrong item You cancel before assembly takes place

If you change your mind after assembly, return costs may be higher as items need to be disassembled and safely packaged. Contact us to discuss your options.

Questions About Returns?

We understand returns can be stressful, especially with large furniture items. If you have any questions or concerns about returning your order, we’re here to help.

Spinasshop Limited

Business Name: PATRICK DEALS LTD
Email: support@spinasshop.com
Phone: +44 7848 157847
Address: 83 Foulden Rd, London, United Kingdom, N16 7UH
Hours: Monday-Friday, 9 AM-5 PM

Our friendly team will guide you through the process and make everything as smooth as possible. Your satisfaction is our priority, and we’ll always do our best to help you find the right solution.

Thank you for choosing Spinasshop for your home furnishing needs.