Tesoro Direct Returns & Exchange Policy
Hassle‑Free Returns for Peace of Mind
At Tesoro Direct, we want you to love your furniture. If you change your mind or encounter an issue, our returns process is simple, transparent, and fully compliant with UK consumer protection laws.
🕒 14‑Day Return & Exchange Window
You can request a return or exchange within 14 days of receiving your order. To start the process, email info@mediumvioletred-meerkat-749898.hostingersite.com with your order number and reason for return. We’ll guide you through packaging, collection, or depot return instructions.
Refunds are processed once items are inspected and confirmed to be in their original condition. Refunds are issued to the same payment method used for purchase and typically appear within 7–14 working days, depending on your provider.
✅ Return Eligibility
To qualify for a return or exchange, items must be:
Unused, unassembled, and in perfect, re‑saleable condition
Complete with all parts and accessories
Packaged securely in the original packaging
Free from damage, modification, or installation marks
Items that have been assembled, altered, or damaged after delivery cannot be accepted for return unless a manufacturing defect is confirmed.
🔍 Inspection Before Assembly
Please inspect all items upon delivery. Report any visible damage, missing parts, or defects within 48 hours by emailing info@mediumvioletred-meerkat-749898.hostingersite.com with clear photographs. Assembly confirms acceptance of the item’s condition unless a hidden manufacturing defect is later verified.
🚫 Non‑Returnable Items
Certain items are excluded from returns unless faulty:
Clearance or sale items
Custom‑made or made‑to‑order furniture
Assembled or modified products
Accessories and add‑ons sold separately
Items marked “Non‑Returnable” on the product page
Made‑to‑order items may incur a cancellation fee of up to 50% once production begins.
📦 How to Return
Email info@mediumvioletred-meerkat-749898.hostingersite.com within 14 days of delivery.
Include your order number, item details, and reason for return.
Provide photos or videos if requested.
Re‑seal items in original packaging.
Prepare items for collection or drop‑off at the agreed depot.
You’ll receive confirmation once your return is inspected and your refund processed.
💡 Change‑of‑Mind Returns
If you simply change your mind:
You cover the return shipping cost and any original delivery fee.
A restocking fee (up to 15 %) may apply if packaging or condition is incomplete.
Collection charges for large furniture typically range from £75 – £200, depending on size and location.
Delivery fees are non‑refundable once an order has been delivered.
🧰 Failed Assembly or Access Issues
If assembly cannot proceed due to insufficient space or access, the assembly and delivery fees are non‑refundable. If the item must be returned, a return delivery charge equal to twice the original delivery fee will apply.
🪵 Bulky Item Returns & Inspection
For wardrobes and other large items, we may arrange collection for inspection. Refunds or exchanges are issued only after inspection confirms a manufacturing defect. If damage is caused by misuse or assembly error, no refund will be granted.
🚚 Collection Charges
Collection fees are quoted based on item size, weight, and location, and must be paid before collection. If a manufacturing defect is confirmed, collection fees will be reimbursed.
⚙️ Defective or Damaged Items
If your item arrives damaged or faulty:
Report it within 48 hours of delivery.
Include photos and your order details.
We’ll offer a repair, replacement, or refund depending on the assessment.
After 14 days, manufacturer warranty terms may apply.
📦 Packaging Requirement
Keep all original packaging until your item is inspected and accepted. Missing packaging may result in deductions or refusal of refund.
🔄 Exchanges
Eligible items can be exchanged for a different colour or size. You’ll pay for the new item upfront; once the original passes inspection, we’ll refund the returned item. Delivery and collection fees remain non‑refundable.
💳 Refunds
Refunds are processed to the original payment method:
Card payments: up to one billing cycle
PayPal: typically within 5 working days
Finance options (Affirm UK, Klarna, PayPal Pay Later): processed per provider’s terms
The full return cycle — collection, inspection, and refund — may take up to 28 days.
⚠️ Supplementary Terms
Report shipping damage within 48 hours.
Do not discard packaging until resolution is confirmed.
Refused or undeliverable deliveries may incur additional handling fees.
Chargebacks without returned goods may trigger recovery action for outstanding balances and associated costs.