Refund & Returns Policy

This policy was last updated on the date of publication.

At Delura Home we want you to be completely satisfied with your purchase. This Refund & Returns Policy explains your rights and how to return an item. It applies to all orders placed through outletcity-essenz.com.

Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts Regulations, if you are a consumer based in the UK you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must inform us of your decision to cancel before the 14-day period expires by emailing service@delurishop.com with your order number.

Return window

You have 14 days from the day you notify us to send the goods back.
Items must be returned in their original condition, unused and, where possible, in their original packaging.

How to return an item

Email service@delurishop.com with your order number and the item(s) you wish to return.
We will provide the return address and instructions.
Package the item securely and send it back within 14 days.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval of your refund.
Approved refunds are processed to your original payment method within 14 days of receiving the returned goods.
We refund the full price of the goods. The cost of the original standard delivery is also refunded where you cancel the entire order under your statutory right.

Return shipping costs

Unless the item is faulty or not as described, you are responsible for the cost of returning the goods to us. We recommend using a tracked service, as we cannot be held responsible for items lost in transit on their way back to us.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, please contact us at service@delurishop.com within a reasonable time. You are entitled to a repair, replacement or full refund (including return postage) under the Consumer Rights Act 2015.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned once opened or used, unless faulty. Custom-made or cut-to-size products may also be excluded from the standard cancellation right. Any exclusions will be made clear before you purchase.