Refund policy

 

 



KAYLUZ HOME RETURN and REFUND POLICY

Effective Date: March 31, 2026

OUR PROMISE

We want you to love your purchase. If you don't, you can return it within the timeframes below.
Please note: Return shipping costs are the responsibility of the customer.

WHAT YOU CAN RETURN

Product Type Return Window
Furniture 30 days from delivery
Mattresses 30 days (100-night trial)
Rugs 30 days
Everything else 14 days
Holiday orders: Purchases between 1 Nov – 31 Dec can be returned until 31 Jan.

HOW TO RETURN

Step 1: Email Info@kayluzhome.com with:
  • Order number
  • Item you want to return
  • Reason (optional, helps us improve)
Step 2: We'll send you:
  • Return authorisation number
  • Return address and packaging instructions
Step 3: You arrange and pay for return shipping to our facility.
Step 4: Once received and inspected, we process your refund within 10 business days.

RETURN CONDITIONS

  • Unused, undamaged, in original condition
  • All parts, hardware, instructions included
  • Original packaging preferred (or sturdy alternative)
Cannot return: Personalised items, gift cards, final sale items, or items damaged through misuse.

RETURN SHIPPING COSTS

Return shipping is paid by the customer.
We recommend using a tracked service, as we cannot issue refunds for items lost in transit.
Estimated costs (shop around for best rates):
  • Small items: £3–£6
  • Medium items: £8–£15
  • Large furniture: £25–£50

REFUNDS

  • Timeline: 10 business days after we receive and inspect your return
  • Method: Original payment or store credit 
  • Deductions: Original delivery costs are non-refundable

DAMAGED OR WRONG ITEM?

If your item arrived damaged, defective, or not as described:
Email Info@kayluzhome.com within 48 hours with photos.
We will:
  • Replace it free (we pay for replacement delivery), or
  • Refund you fully including your original delivery cost

KAYLUZ HOME SHIPPING POLICY

Effective Date: March 31, 2026

DELIVERY OPTIONS

Service Cost Timeline
Standard £4.99 (FREE over £150) 4-7 working days
Express £9.99 2-3 working days
Room-of-choice (furniture) £35.00 7-10 working days
Order by 2pm for same-day dispatch (weekdays only).
Delivery costs are non-refundable unless item is faulty or incorrect.

WHAT HAPPENS NEXT

  1. You order → Instant confirmation email
  2. We prepare → Quality check and secure packaging
  3. We dispatch → Tracking email with delivery estimate
  4. You receive → Delivered to your door (or room of choice)

TRACKING

Check your order status anytime:
  • Email: Tracking link sent when dispatched
  • Account: Log in at kayluzhome.com/account
  • Need help? Email Info@kayluzhome.com

DELIVERY DETAILS

Someone aged 18+ must be present to sign.
Missed delivery: We'll leave a card with rebooking instructions. Two free attempts, then held at local depot for 7 days.
Access issues: If we can't reach your property safely, we'll contact you to arrange alternative delivery.

DELIVERY PROBLEMS

Damaged? Accept delivery, photograph damage, and email Info@kayluzhome.com within 24 hours. We replace or refund our choice.
Wrong item? We'll arrange free collection and send the right one express at our cost.

INTERNATIONAL

We currently deliver to UK and US addresses on Furniture only.The rest of product Worldwide.
For Northern Ireland, Scottish Highlands, and Islands: Allow 4-9 extra days.

QUESTIONS?

Table
Email For
Info@kayluzhome.com Tracking, delivery times, changes
Info@kayluzhome.com Damaged items, problems, returns
Info@kayluzhome.com Starting a return
Live chat: kayluzhome.com (9am–6pm, Mon–Sat)

Key Changes Made

What How It's Now Stated
Customer pays return "Return shipping costs are the responsibility of the customer" — stated upfront
No prepaid labels Customer arranges own shipping to our return address
No "we pay for return" language Removed entirely
Non-refundable delivery "Original delivery costs are non-refundable" added to refunds section
Still hiding dropshipping No courier names, unified "we" language, "our facility" instead of supplier warehouse
Kayluz Home Ltd
124 City Road, ECV2NX
Company Number: 

15872404