Refund & Return Policy


1. Overview

We hope you love your Ambientco purchase. If something is not quite right, we are here to help with a clear, fair, and straightforward returns process.

This policy applies to UK deliveries only and should be read alongside our Terms & Conditions.

2. Your Right to Cancel (Consumer Contracts Regulations)

If you are a consumer, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason.

To exercise your right to cancel:

  • You must notify us within 14 days of delivery

  • You then have a further 14 days to return the goods

Items must be returned in a resaleable condition. We may make a deduction if the value of the goods has been reduced due to handling beyond what is necessary to inspect them.

Exclusions:

This right does not apply to:

  • Made-to-order items

  • Bespoke or customised goods

  • Personalised products

3. 30-Day Returns (Extended Policy)

In addition to your statutory rights, we offer a 30-day returns policy for eligible items.

You may request a return within 30 days of delivery provided that:

  • The item is unused, uninstalled, and in a resaleable condition

  • It is returned in its original packaging with all parts, accessories, and inserts

  • The item is not damaged, marked, or altered

  • Proof of purchase is provided (order number or receipt)

To begin a return, please email info@ambientco.co.uk with your order details. We will confirm eligibility and provide return instructions.

4. Non-Returnable Items

To reduce waste and ensure product integrity, the following items are non-returnable unless faulty or damaged:

  • Made-to-order items

  • Bespoke items

  • Customised or personalised products

  • Special order items sourced specifically for you

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at info@ambientco.co.uk.

Please include:

  • Your order number

  • Clear photographs of the item and packaging

  • A description of the issue

This allows us to resolve the issue quickly with couriers and suppliers.

Important: This timeframe is for operational efficiency and does not affect your statutory rights under UK consumer law.

6. Return Shipping and Fees

Standard Returns (Change of Mind)

  • Customers are responsible for return shipping costs

  • Original delivery charges are non-refundable (unless required by law)

Faulty, Damaged or Incorrect Items

  • We will cover reasonable return or collection costs where applicable

Mirrors and Fragile Items

Due to specialist courier handling:

  • Mirror returns are subject to a £25 collection fee

  • Items must be repackaged in their original packaging

  • If packaging is inadequate, additional charges may apply or the return may be refused

7. Refunds

Once your return is received and inspected, we will confirm eligibility.

If approved:

  • Refunds will be issued to your original payment method

  • Any applicable return shipping costs or collection fees may be deducted

We reserve the right to reduce refunds if items are returned in a condition that diminishes their value.

8. Exchanges

If you would prefer an exchange, please let us know when contacting us.

Exchanges are subject to stock availability and eligibility. Replacement items will be dispatched once the returned item has been received and approved.

9. Processing Times

Please allow 5–14 business days from receipt of your return for:

  • Inspection

  • Refund processing or exchange dispatch

Your bank or payment provider may take additional time to process the refund.

10. Important Conditions

  • Items returned used, installed, incomplete, or without original packaging may be refused or subject to deductions

  • We recommend using a tracked and insured service

  • Until we receive the item, it remains your responsibility

11. Chargebacks and Disputes

We encourage customers to contact us directly to resolve any issues before initiating a chargeback or payment dispute.

We reserve the right to dispute chargebacks where our Returns Policy has not been followed.

12. Contact

For all returns, queries, or support, please contact us:

Email: info@ambientco.co.uk

Thank you for choosing Ambientco. We are committed to providing a smooth, fair, and reliable shopping experience.