Questions about a return? Email us at support@avoryhome.com and a real person will reply.
Your 14-day right to cancel
You can cancel any order within 14 days of the day it’s delivered, for any reason. This is your legal right when you buy online in the UK. To cancel, email support@avoryhome.com within those 14 days, then send the item back within 14 days of telling us.
Our 30-day money-back guarantee
Some of our products come with a longer guarantee, and it’s shown on the product page. For our pendulum wall clocks, orders of 2 or more clocks have 30 days from delivery to send them back for a full refund, for any reason.
How to return an item
Email support@avoryhome.com before you send anything back, and we’ll reply with where and how to send it. Please return items in the condition you received them, in their original packaging where you can.
Return postage for a change-of-mind return is paid by you. If the item is faulty, damaged or not what you ordered, we pay.
Faulty, damaged or wrong items
Please check your order when it arrives, and email support@avoryhome.com straight away if anything is faulty, damaged or not what you ordered. You have 30 days from delivery to reject a faulty item for a full refund, whatever you ordered, and we’ll cover the cost of sending it back.
Refunds
Once we receive your return, or proof that you’ve sent it, we’ll refund you within 14 days to your original payment method. If you cancel a whole order, the refund includes the standard delivery charge you paid. Your bank may take a few extra days to show it. If more than 15 working days have passed since we approved your return, email support@avoryhome.com.
Exchanges
The quickest way to get something different is to return the item you have and, once the return is accepted, place a new order.
Items we can’t take back
Personalised or custom-made items (unless they’re faulty) and gift cards.