By placing an order through Living and Home you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to (United Kingdom) country.
A. 30-DAY RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need provide the receipt or proof of purchase to our after-sale team via email.
Free Gifts Policy
All free gifts included with your purchase are valued at £0 and therefore are not eligible for return or refund due to personal preference or any non-quality-related reasons.
1. Quality – Replacement Only (No Repair)
We offer a one-time free replacement for material defects or significant damage (e.g. not working, shattered).
No replacement for: subjective preference, minor scratches, slight colour/size variation, or misuse.
2. Gift Defect Does Not Justify Returning the Main Order
A faulty gift alone is not grounds to return or refund the paid main product or the entire order.
If you return the main product, the gift must be returned too; otherwise its value may be deducted.
3. Out of Stock – Substitution
If a gift is unavailable, we may substitute with an item of comparable value. This does not give you a right to cancel the main order.
4. Time to Report
- Visible damage: within 48 hours
- Functional defect: within 14 days
Evidence required: photo/video + order number.
In the event that a free gift becomes out of stock, our customer service team will contact you to discuss an alternative option. Customers cannot request monetary compensation, discounts, or cash equivalents in place of the free gift.
B. LIMITED ONE-YEAR WARRANTY
Living and Home provides a limited warranty for all products, effective for one year from the original date of purchase, except for Cottonfy products. This warranty is restricted to defects in workmanship that result in the product becoming non-functional under normal usage conditions. In the event that your product exhibits such defects within this period, we invite you to contact our After Sales team for assessment and appropriate remedial action, including repair or replacement of the product.
Please retain all original packaging and accompanying materials (including warranty cards) throughout the warranty period.
C. SUPPORT POST-WARRANTY
If your product becomes unusable after the warranty period, we still want to support your continued use of our products. Contact our After Sales team, and we’ll offer a discount on your next purchase as a gesture of goodwill and appreciation for your loyalty.
D. RETURN PROCESS
To start a return, you need to contact us at enquiries@livingandhome.co.uk first. Then we will notify you of other solutions or approval or rejection of your request. If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
E. DAMAGED AND WRONG PRODUCTS OR ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
To return your product, you should contact our email.
Depending on where you live, the time for your exchanged product to reach you may vary.
F. EXCHANGES
We only exchange products that are damaged, wrong product, wrong size or defective. If you need to exchange an item please contact us at enquiries@livingandhome.co.uk.
G. RETURN SHIPPING FEE
If the package is damaged, wrongly delivered, or defective, the fee generated in this process will be borne by us Living and Home. Otherwise, the fee should be borne by the customers.
H. REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, the bill will be automatically refunded on your original payment method within 5-7 days. Please remember it can take some time for your bank or credit card company to process the refund too.
Note: The return address has been updated. For the latest return address, please contact our customer service team via email.
Y. Additional Policies for Cottonfy Products
- If a return is arranged by our authorised logistics provider, customers must cooperate by answering the carrier’s phone calls.
- If the return fails due to a lack of cooperation, the customer will be responsible for any related costs.
Returns due to quality issues must be in their original packaging and in a condition suitable for resale.
- If the original packaging is unavailable, a 5% packaging fee will be deducted before arranging the return.
- To help confirm the product’s condition at delivery and avoid after-sales disputes, customers are advised to record a complete unboxing video upon receipt.
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Delivery Access ＆ Measurement Responsibility
To help ensure a successful delivery, customers are kindly reminded to confirm in advance that the product dimensions are suitable for access into the property, including entrances, doorways, staircases, corridors, and lifts.
If delivery or return is required due to access limitations that were not checked beforehand:
- Return shipping costs may be deducted from the refund.
- If the product or packaging is damaged or no longer suitable for resale, a 10% repackaging and handling fee may apply.
We are always happy to assist with measurements before purchase—please feel free to contact us.
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Incorrect or Damaged Items
Before Use:
We strive for accuracy, but please note:
- Color: Due to different monitor settings and lighting (natural vs. artificial), actual colors may vary slightly.
- Size: Hand-measured furniture may have a tolerance of +/- 3cm.
- Comfort: Subjective feelings (e.g., 'too firm' or 'too soft') do not constitute a quality defect.
Returns for these reasons will be treated as 'Personal Reasons' and are subject to restocking and shipping fees.
After Use:
Unboxing Video - For Your Protection
To help us resolve any issues quickly and fairly, we kindly ask customers to record a complete unboxing video upon delivery, showing:
-The unopened package
-The full unboxing process
If any damage is found, please include clear close-up footage of the affected area, held steadily for 3–5 seconds.
This helps us provide faster support and protects your after-sales rights
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24-Hour Reporting Window
If an issue is identified during unboxing, please submit the details within 24 hours of delivery using our claim form, including:
- Order number
- Description of the issue
- Photo or video evidence
- Contact information
This allows us to assist you as efficiently as possible.
For more detailed policies related to Cottonfy sofas, please click the link below to view:
👉 Cottonfy Sofa Retund And Refund Police
Contact Information
Email: enquiries@livingandhome.co.uk
Address: Kay Street 22, Manchester, M11 2DU, United Kingdom
Working Hours:
Monday-Friday: 9:30 am - 5:00 pm
Saturday and Sunday: Closed
Bank Holiday: Closed
