Refund policy
Overview
If something about your order isn't right, we'll sort it out. This page covers cancellations, returns, exchanges, refunds, and what happens if an item arrives damaged, wrong, or doesn't turn up.
Order cancellation and changes
To cancel or change an order, email support@linneahome.co.uk with your order number within 2 hours of placing it. After that window, we can't guarantee a change, since the order may already be in picking or dispatch.
If you cancel within the 2-hour window, we'll issue a full refund within 7 business days.
Returns and exchanges
- 30-day return window: you have 30 days from the date you receive your order to return or exchange an item
- We accept returns for both defective and non-defective items
- Exchanges are welcome
- No restocking fees
- Items must be new, unused, unopened, and in their original packaging
To start a return or exchange, email support@linneahome.co.uk and we'll send instructions.
Refunds
- Processing time: refunds are issued within 7 business days of us receiving and inspecting the returned item
- Refund method: refunds go back to your original payment method. If you need a different method, email support@linneahome.co.uk to arrange it
- All amounts on this page are in GBP
If your refund hasn't arrived within the expected time, contact support@linneahome.co.uk.
Defective, damaged, or incorrect items
If your item arrives defective, damaged, or wrong, email us your order number, a description of the issue, and photos or a video showing the problem.
Once we've reviewed it: for a first occurrence, we'll send a free replacement of the same product where available. If a replacement isn't available within a reasonable time, or another remedy applies under UK consumer law, we may offer a partial or full refund instead.
If we've offered a replacement or partial refund and you'd rather not accept it, we can ask for the item back before issuing a full refund. Any full refund in that case depends on us receiving and inspecting the returned item, in line with UK consumer protection law.
Lost or undelivered packages
If a package is lost or can't be delivered, we'll investigate with the courier. For a first occurrence, we'll send a free replacement of the same product where available. If the replacement is also lost or undeliverable, we'll issue a full refund.
Return method and fees
Returns are sent by mail. You're responsible for generating and providing your own return label, and for the cost of return postage.
Shipping address accuracy
Please check your shipping address carefully at checkout. If you spot an error, email support@linneahome.co.uk right away so we can correct it.
We can't be held responsible for incorrect or incomplete addresses supplied at checkout. If a package is returned to us as undeliverable, you can choose between a refund or having it reshipped.
Your statutory rights
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015.
Contact us
Trade name: LINNEA HOME
Address: 32 Harston Walk, London E3 3FE, UK
Phone: +44 (0)20 3488 5560
Email: support@linneahome.co.uk
Customer service hours: Monday to Friday, 9am to 5pm GMT. We aim to reply within 1 to 2 days.
LINNEA HOME is a trading name of ALDERSTEEL LTD (Company No. 17243968).