At DeNotoDesign, we want you to be happy with your purchase and confident in your choices. 

Because many of our pieces are carefully sourced, produced, or finished to order, we operate a considered returns policy. 

Returns

If your item arrives damaged or faulty, please contact us as soon as possible, within 48 hours of delivery, or as soon as reasonably possible with clear photographs and your order number. We'll assess the issue promptly and work with you to resolve it. 

For change-of-mind returns, items must be unused, in their original condition and packaging where reasonably possible, and returned within 14 days of delivery. Return shipping costs are the responsibility of the customer. Where an item is faulty, damaged, or not as described, we will cover reasonable return shipping costs in line with UK consumer law.  

Returned items will be assessed on receipt. Where an item shows signs of use, fitting, installation, or handling beyond what would be considered reasonable inspection, a refund may be reduced to reflect any loss in value, in line with UK consumer law. 

Refunds are processed only once returned items have been received, inspected, and confirmed to meet the return conditions outlined above. 

Please note: Any manufacturer or supplier documentation included with your order is provided for general reference only. All returns and refunds must be requested through DeNotoDesign and are handled in accordance with the policies stated on this website. 

Customers are responsible for taking reasonable care of the goods while in their possession prior to return. 

Made-to-order & Custom items 

Items that are made to order, customised, or produced specifically for you - including custom wallpaper - are non-returnable and non-exchangeable in the event of change of mind. 

Where an item is custom-made or non returnable, this will always be clearly stated on the product page before purchase. This does not affect your statutory rights where an item is faulty or not as described.  

Some large or fragile items require specialist two-person delivery services. Where applicable delivery costs are included in the product price and are non-refundable once delivery has taken place. In the event of a change-of-mind return, any delivery service already provided will be deducted from the refund, in line with UK consumer law. This does not affect your statutory rights. 

To ensure your returns reaches the correct location, all returns must be requested and approved before items are sent back. We will provide the appropriate return address and instructions once your request has been reviewed.

Partial Refunds

In some circumstances, a partial refund may be issued where returned items show a reduction in resale value. This may include, but is not limited to:

• Items returned without original packaging or protective materials

• Items showing signs of use, handling, fitting, installation, or damage beyond reasonable inspection

• Items returned incomplete or missing components

Any deduction applied will reflect the diminished value of the item and will be assessed fairly, in line with UK consumer law.

Proof of Purchase

All returns must be accompanied by valid proof of purchase ( such as an order number or confirmation email). This helps us ensure returns are processed correctly and protects against unauthorised or third-party returns.

Please note: We cannot accept responsibility for items returned without prior approval, sent to an incorrect address, or returned without proof of purchase. 

Refunds

Once a return has been approved and received, refunds will be processed to the original payment method within 5-10 workings days. 

Where a customer cancels an order under their statutory right to cancel, the original standard delivery charge will be refunded. Any premium or upgraded delivery charges are non-refundable. 

How to request a return 

To start a return, please contact us via our Contact page with: 

• Your order number 
• The item(s) concerned
• A brief description of the issue 

We're always happy to help and will guide you through the next steps. 

Returns Discretion & Fair Use

We aim to offer a fair and considered returns process for all customers. In rare cases where we identify repeated or excessive misuse of our returns policy, we reserve the right to restrict or decline future returns.

Any such decisions will always be made fairly and will not affect your statutory consumer rights.

Statutory Rights 

Nothing in this Returns & Refunds policy affects your statutory rights under UK consumer law. 

Under the Consumer Contracts Regulations, you may have the right to cancel your order within 14 days of receiving your goods, subject to applicable exclusions for made-to-order or personalised items. 

Where statutory rights apply, these will always take precedence over our own store policy.