Return & Refund Policy
Thirty days to change your mind. Here is exactly how a return works, who pays for what, and when the money lands.
Last updated 25 August 2026
The short version
You have 30 days from the delivery date to return most items for a refund. The item needs to be unused, in resalable condition, and back in its original packaging. Start a return by emailing info@dellisantidesign.com with your order number.
What can be returned
Almost everything we sell. An item qualifies if it is unused and unassembled, still has its original packaging and any protective film, includes all hardware, fittings, manuals and accessories, and is free of marks, odours, pet hair or damage that was not there on delivery.
What cannot be returned
- Items marked Final sale or Clearance on the product page
- Gift cards
- Items that have been assembled, modified, drilled, cut or installed
- Items returned after the 30 day window has closed
- Items returned without their original packaging, where that packaging is needed to ship them safely
None of this affects your rights where a product arrives damaged, faulty, or is not what you ordered. Those are covered below and always at our cost.
How to start a return
- Email info@dellisantidesign.com within 30 days of delivery with your order number, the item you want to return, and the reason.
- We reply within one business day with a Return Merchandise Authorization number and the correct return address. Please do not ship anything back before you have that number, because unauthorized returns can be refused.
- Pack the item in its original packaging, write the RMA number clearly on the outside, and send it with a tracked service.
- Email us the tracking number so we can watch for it.
Who pays return shipping
| Reason for return | Return shipping | Restocking fee |
|---|---|---|
| Changed your mind, wrong size, no longer needed | Paid by you | None |
| Arrived damaged or faulty | Paid by us, prepaid label provided | None |
| Wrong item sent | Paid by us, prepaid label provided | None |
| Freight or oversized furniture, change of mind | Paid by you, at actual freight cost | None |
We do not charge restocking fees. Original outbound shipping is refunded only when the return is our fault.
Refunds
Once your return reaches our warehouse we inspect it within 2 business days and email you the outcome. Approved refunds are issued to the original payment method within 5 to 10 business days. How quickly the money appears after that is up to your bank or card issuer, and usually takes another 3 to 5 business days.
If a return is rejected because the item does not meet the conditions above, we will tell you why, send photographs, and offer to ship it back to you at your cost.
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 all shipping either way. You will not usually need to return a damaged item, and if we do need it back we will send a prepaid label.
Exchanges
We do not process direct exchanges, because it is slower for you. Return the original item for a refund and place a new order for what you want instead. If the exchange is because of our error, tell us and we will ship the correct item straight away without waiting for the return.
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 already 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.
Contact
Returns team: info@dellisantidesign.com. We reply within one business day, Monday to Friday.