Returns & Refunds
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30-Day Return Policy
We offer a 30-calendar-day return window from the date you receive an eligible item.
This voluntary policy is provided in addition to your statutory consumer rights.
01 / Your Legal Right to Withdraw
For most online purchases, consumers in the European Union may withdraw from a distance sales contract within 14 days after receiving the goods, without giving a reason.
To exercise this right, notify us by email before the deadline with a clear statement of withdrawal.
After notifying us, return the goods within 14 days.
You may examine the product as you would in a physical shop. Excessive handling may result in a deduction for diminished value, where permitted by applicable law.
Original packaging is not a mandatory condition for exercising your statutory withdrawal right.
02 / Additional Returns: Days 15–30
For returns made under our voluntary policy after the statutory withdrawal period, the item should be:
- Unused and in resalable condition.
- Free from avoidable damage.
- Returned with included accessories.
- In original packaging where reasonably possible.
- Accompanied by proof of purchase or an order number.
These additional conditions do not restrict your legal withdrawal or defective-goods rights.
03 / Personalised Products
Products genuinely made to a customer's individual specifications or clearly personalised may be excluded from the statutory change-of-mind withdrawal right.
Choosing a standard size, frame or design from our regular catalogue does not automatically make an item personalised for this purpose.
Your statutory rights regarding defective or non-conforming products always remain in place.
04 / Refunds
Once your return has been received and assessed, we will process the appropriate refund.
For statutory withdrawals, eligible payments, including qualifying standard outbound delivery costs, are refunded within 14 days of receiving your withdrawal notice.
We may withhold reimbursement until the goods have been returned or proof of return has been supplied, whichever happens first.
Refunds are issued to the original payment method unless another arrangement is lawfully agreed.
Your payment provider may require additional time to display the refund.
05 / Return Shipping Costs
For change-of-mind returns, customers are responsible for direct return shipping costs where permitted by law and disclosed before purchase.
For voluntary returns on days 15–30, original outbound shipping charges are not refunded unless required by law or agreed otherwise.
For defective or incorrect goods where the seller is responsible, necessary return costs are covered by us in accordance with applicable law.
06 / Damaged or Defective Products
If your product arrives damaged, defective or incorrect, contact us with your order number and photographs where helpful.
We will review the issue and arrange a legally appropriate solution, which may include repair, replacement, price reduction or refund.
EU consumers benefit from a minimum two-year legal guarantee for goods that do not conform to the contract.
07 / How to Start a Return
Email info@deskcave.com with your order number.
We'll provide the appropriate return instructions and address.
Package the item securely and keep proof of postage.
We'll process the refund or applicable remedy.
Please contact us before sending a return. Our production facility is not a walk-in returns counter.
08 / Withdrawal Notice Template
You may use the following wording:
"I hereby give notice that I withdraw from my contract for the purchase of the following goods: [product and order number]. Ordered on [date], received on [date]. Name: [name]. Address: [address]. Date: [date]."
This template is optional. Any clear statement of withdrawal is sufficient.
09 / Contact Support
For returns, exchanges or refunds, contact: info@deskcave.com
