Return & Refund Policy
Thirty days to change your mind, a refund within seven days of the item reaching us, and no restocking fee.
Last updated 5 September 2026
The short version
You have 30 days from the delivery date to ask to return most items. Send the item back unused and in its original packaging, and we refund you within 7 days of it reaching our warehouse. There is no restocking fee, ever. Return postage is yours if you simply changed your mind, and ours if the fault was ours.
Start a return by emailing info@dellisantidesign.com with your order number.
Your return window
The 30 days run from the day your order is delivered, not the day you ordered it. You need to request the return inside those 30 days. Once we approve it, please ship the item back within 14 days of that approval.
Requests made after the 30 day window has closed cannot be accepted, except where the item is faulty and covered by the section on faults below.
Reasons you can return something
We accept returns for any of the following.
Where the fault is ours. We pay the return postage and refund you in full, including any tax charged.
- The item arrived damaged or broken.
- The item is faulty, or fails in normal use inside 30 days of delivery.
- We sent the wrong item, the wrong colour, the wrong size or the wrong quantity.
- Parts, hardware, fittings or instructions were missing from the box.
- The item does not match its description, photographs or listed dimensions on this site.
- The order never arrived, or tracking shows delivered but nothing was received.
- The item arrived after the delivery estimate in a way that made it useless to you.
Where you simply changed your mind. You pay the return postage. Everything else is refunded in full and there is no restocking fee.
- It does not fit the space, or is not the size you pictured.
- The colour or finish is not what you wanted.
- You found something you prefer, or no longer need it.
- You ordered the wrong item or ordered twice by accident.
- It was a gift that did not suit.
- No reason at all. You do not have to give one.
Condition the item must be in
To be refunded, an item needs to be:
- Unused and unassembled.
- In its original packaging, with any protective film still on.
- Complete, with all hardware, fittings, manuals and accessories.
- Free of marks, scratches, odours, smoke or pet hair that were not there on delivery.
None of this applies when the item is damaged, faulty or wrong. In that case send it back however it arrived and we will sort it out.
What cannot be returned
- Items marked Final sale or Clearance on the product page.
- Gift cards.
- Items that have been assembled, modified, drilled, cut, mounted or installed.
- Items returned without their original packaging, where that packaging is needed to ship the item safely.
- Items damaged by misuse, accident, or by ignoring the assembly or care instructions.
- Items returned after the 30 day window has closed.
- Items sent back without a return authorisation, which we cannot match to an order.
How to start a return
- Email info@dellisantidesign.com within 30 days of delivery. Include your order number, which item you are returning, and the reason.
- If the item is damaged, faulty or wrong, attach photographs of the item and its packaging. This lets us settle it without sending the item back in most cases.
- We reply within one business day with a return authorisation and the return address. If the fault is ours we include a prepaid label.
- Pack the item securely, ideally in its original box, and ship it within 14 days of that approval.
- Send us the tracking number. Keep proof of postage until your refund lands.
Please do not send anything back before you have a return authorisation. Unannounced parcels cannot be matched to an order and cannot be refunded.
Who pays return shipping
| Reason for the return | Return postage | Restocking fee |
|---|---|---|
| Damaged in transit | Paid by us, prepaid label | None |
| Faulty item | Paid by us, prepaid label | None |
| Wrong or incomplete item sent | Paid by us, prepaid label | None |
| Not as described | Paid by us, prepaid label | None |
| Change of mind | Paid by you | None |
Because shipping to you was free, there is no outbound shipping charge to deduct from any refund. You get the full price of the item back.
Refunds
When your return reaches our warehouse we inspect it and issue the refund within 7 days. Most are done sooner. We email you the moment it is sent.
Refunds go back to the original payment method. You cannot be refunded to a different card or account. Once we have sent the refund, how quickly it appears is up to your bank or card issuer, and that usually takes a further 3 to 5 business days. That part is outside our control.
A refund covers the full price you paid for the item plus any sales tax charged on it. Return postage you paid yourself is not refunded, unless the fault was ours.
Damaged, faulty or incorrect items
Email us within 7 days of delivery with your order number and photographs of the item and its packaging. We will send a replacement or a full refund, whichever you prefer, and cover shipping both ways.
In most cases you will not need to send a damaged item back. If we do need it returned, we send a prepaid label first.
If a return is rejected
If an item arrives back in a condition that does not meet the terms above, we will tell you why and send photographs. You can have the item shipped back to you at your cost, or ask us to dispose of it. We will not refuse a return without showing you the evidence.
Exchanges
We do not process direct exchanges, because it is slower for you. Return the original for a refund and place a new order for what you want instead. If the exchange is needed because of our error, tell us and we will ship the correct item straight away without waiting for the return to come back.
Cancelling an order
Email us within 12 hours of placing an order and we will cancel it and refund you in full, as long as it has not been dispatched. After dispatch, please use the return process above.
Late or missing refunds
If more than 10 business days have passed since we confirmed your refund and it has not appeared, check with your bank or card issuer first, since pending transactions can take time to clear. If it still has not landed, email us and we will send you the refund reference.
Your statutory rights
This policy sits on top of your rights under US consumer law. Nothing here limits any right you have to a remedy for a faulty or misdescribed item.
Contact
Returns team: info@dellisantidesign.com, or call (440) 406-9279. We reply within one business day, Monday to Friday, 9:00 AM to 6:00 PM Eastern Time.