Refund policy

Returns, cancellations and refunds

Last updated: 25 September 2026

This policy does not reduce your statutory rights under UK consumer law.

Cancelling an online order because you changed your mind

For most goods bought online, you may cancel without giving a reason. Tell us within 14 days after the goods are delivered to you, or to a person you nominated to receive them. If one order is delivered in separate parts, the period normally runs from delivery of the final part.

After telling us that you wish to cancel, you normally have a further 14 days to send the goods back.

Email hello@dwellbright.co.uk before returning anything. Include your name, order number, the item you wish to return and a clear statement that you are cancelling. We will provide the correct return instructions and return address. Do not send returns to our registered office unless we specifically instruct you to do so.

You may also use this model cancellation wording:

To Dwellbright, operated by Vistaar Ltd, at hello@dwellbright.co.uk: I give notice that I cancel my contract for the sale of the following goods: [describe goods]. Ordered on/received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].

Condition of change-of-mind returns

You may inspect goods as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Unless the goods are faulty, damaged, incorrect or otherwise not as described, you are responsible for the direct cost of returning a change-of-mind item. Use suitable packaging and retain proof of posting. We may give product-specific instructions because different supplier partners use different return facilities.

Some statutory cancellation exceptions may apply, including goods made to your specification and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. We will not rely on an exception unless it genuinely applies to the item and circumstances.

Refund timing and delivery charges

For a valid cancellation, we will refund the price paid and the cost of our least expensive standard outbound delivery option. We do not have to refund the additional cost of a premium delivery option you chose.

We will issue the refund without undue delay and normally within 14 days after we receive the returned goods or you provide evidence that they were sent back, whichever occurs first. We may withhold the refund until then. Refunds are normally made to the original payment method.

Faulty, damaged, incorrect or misdescribed goods

Contact us promptly with the order number, a description of the problem and appropriate photographs where useful. Do not arrange a supplier return yourself. We will provide instructions and, where required by law, arrange an appropriate repair, replacement, price reduction or refund. We will cover reasonable return costs when goods are faulty, damaged, incorrect or not as described.

Contact

Dwellbright is a trading name of Vistaar Ltd, company number 16097083, registered in England and Wales. Registered office: 8 Trelawn Terrace, Leeds, England, LS6 3JQ. Email: hello@dwellbright.co.uk.