Returns & Refunds
We want you to love what you order from Indoor Living Ltd. If something isn't right, this policy explains how to return it and how refunds work. Nothing here affects your legal rights as a consumer.
1. Changed your mind? 30-day returns
If you simply change your mind, you can return most items within 30 days of receiving your order. This is more generous than the 14-day right you have by law under the Consumer Contracts Regulations 2013, and sits alongside it. To qualify, items should be unused, in a resaleable condition and, where practical, returned with their original packaging.
For change-of-mind returns, you are responsible for the cost of returning the goods to us. We recommend using a tracked service, as the items remain your responsibility until they reach us.
2. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, the goods we supply must be as described, fit for purpose and of satisfactory quality. If an item arrives faulty, damaged or not as ordered, we will put it right at no cost to you — including covering return postage. Depending on the situation and your preference, you may be entitled to a repair, a replacement or a refund.
Please tell us as soon as you can, and where possible include photographs of the fault or damage, so we can resolve it quickly.
3. Items that can't be returned
Some items are excluded from the change-of-mind right, including goods made to your specification or clearly personalised, and items that have been used beyond what is needed to check them. This does not affect your rights if such an item is faulty.
4. How to start a return
To start a return, email us at customercare@payityourway.co.uk with your order number and the item(s) you wish to return. We will confirm the return address and the next steps. For change-of-mind returns, please return the goods within 14 days of telling us.
5. How refunds work
Refunds are issued to the original payment method used for the order. Once we have received the returned goods, or proof that you have sent them back, we will process your refund within 14 days. For change-of-mind returns, we refund the price of the goods; the original delivery charge is refunded only where required by law.
6. Orders paid using a finance provider
If you paid using one of our finance partners (such as Klarna, Snap Finance, PayPal or Clearpay), your refund is processed back through that provider so your balance or credit agreement can be adjusted or cancelled. We will notify the provider once your return is accepted.
Until the provider confirms the adjustment, you may still be due to make scheduled payments under your agreement. To avoid missed-payment charges, please continue any payments due until the provider tells you your balance has been updated. If you have questions about your agreement, contact your provider directly.
7. Collection of large items
For larger furniture, it may not be practical to return items by post. Where that's the case, contact us and we will arrange a suitable collection method with you. Where a collection charge applies to a change-of-mind return, we will tell you the cost before arranging it.
8. Need help?
If you have any questions about returning an item or about your refund, email customercare@payityourway.co.uk and we will be glad to help.