Refund Policy
Last updated: 23 October 2026
Kayluz Home is a trading name of Kayluz Ltd, 124 City Road, London EC1V 2NX, United Kingdom (company no. 15872404). We want you to love your order. If something isn't right, this policy explains what you can do.
Changed your mind? You can return it
You can cancel your order and send it back for any reason. You have:
- Furniture and rugs: 30 days from the day you receive them
- Everything else: 14 days from the day you receive it
- Christmas orders: anything ordered between 1 November and 31 December can be returned until 31 January
Just email us within that time to tell us. You then have 14 days to send the item back.
How to return an item
- Email info@kayluzhome.com with your order number and the item(s) you want to return. Telling us why is optional, but it helps us improve.
- We'll reply with the return address and packing instructions. Please wait for our reply before sending anything, because the return address depends on the item.
- Pack the item well, send it with a tracked service and keep your proof of postage.
Condition of returned items
Please send items back unused and complete, with all parts, fittings and instructions, in the original packaging if possible (or other sturdy packaging). You can check an item as you would in a shop. If it comes back used or damaged beyond that, we may reduce your refund to cover the loss in value.
Return costs
Smaller items (decor, lighting, textiles and similar): if you return an item because you changed your mind, you pay the cost of posting it back to the address we give you.
Furniture and other large items: these can't be sent back by normal post. If you return furniture because you changed your mind, we arrange the collection and charge a fixed return fee of £75 per item, which we take off your refund. Please:
- take the item apart again if you assembled it, so it's in the same pieces it arrived in;
- pack it in the original packaging if you still have it, or wrap it well so it's protected (sofas that arrive compressed can't be compressed again, so please keep the box);
- have it ready at your front door or on the ground floor on the agreed collection day.
If an item is faulty, damaged or not what you ordered, you don't pay anything to return it (see below).
Refunds
We refund you within 14 days of receiving the item back, or of you showing us proof that you sent it, whichever is sooner. Your refund includes the standard delivery charge you paid when you ordered (we don't refund the extra cost if you chose a more expensive delivery option). For furniture returned because you changed your mind, the £75 return fee per item is taken off your refund. We refund to your original payment method. Your bank may take a few extra days to show it.
Damaged, faulty or wrong items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email info@kayluzhome.com with your order number and photos, ideally within 48 hours so we can sort it out with the courier quickly. We'll send a replacement or give you a full refund including delivery, and we'll cover any cost of returning the item. This does not affect your legal rights under the Consumer Rights Act 2015.
Items we can't take back
- Personalised or made-to-order items
- Gift cards
- Items damaged through misuse after delivery
Faulty items are always covered.
Orders outside the UK
If you live outside the UK, you have the same right to change your mind within the times above. Import duties or taxes charged by your country's customs are not paid to us, so we can only refund the amount you paid us.
Contact us
Email info@kayluzhome.com or use the chat on our website, and include your order number if you have one. For delivery costs and times, see our Shipping Policy.