Refund and Returns Policy

Effective date: 3 September 2026

Before you publish: everything in bold brackets is a placeholder. Replace it with your real windows, addresses and contact details. The wording is original and follows the same structure as the Decors Deluxe policy, rather than copying it. Claude is not a lawyer, so have a professional check the final version against UK consumer law.

We want you to be happy with what arrives. If a piece is not right for your space, here is how to send it back.

Return window

You have 30 days from the day your order is delivered to tell us you want to return it.

Customers in the UK and the EU also have a separate statutory right to cancel most online orders within 14 days of delivery, without giving a reason. Our 30 day window sits on top of that right and does not replace it.

Once we have accepted your return, you have a further 14 days to post the item back to us.

Condition of returned items

To be accepted, an item must come back:

• unused and unworn, in the same condition you received it
• in its original packaging, with any tags, fittings and protective inserts
• with your order number or proof of purchase

We cannot accept items that have been installed, wired in, assembled beyond what was needed to inspect them, or damaged after delivery.

Who pays return postage

If you are returning because the item is faulty, damaged, or not what you ordered, we pay. We will send you a prepaid label and you will not be out of pocket.

If you are returning because you changed your mind, the customer pays the actual cost of return delivery. We recommend a tracked service, as we cannot refund an item that does not reach us.

Exchanges

We do not process direct exchanges. The fastest route is to return the item you have and place a new order for the one you want, so you are not waiting on two shipments in sequence.

Damaged, faulty or incorrect items

Contact us as soon as you can if an item arrives defective or damaged, or if the wrong item was sent.

For visible damage, email photographs of the item and the outer packaging within 48 hours of delivery. We will arrange a replacement or a full refund at no cost to you, including postage.

Nothing here affects your rights under the Consumer Rights Act 2015, which cover goods that are faulty, not as described, or not fit for purpose.

Items we cannot take back

• Custom, made to order or personalised pieces
• Gift cards
• Items marked as final sale or clearance

How to start a return

1. Email parlorashop@gmail.com with your order number and a short note on the reason.
2. We reply within 24 to 48 hours on working days with instructions and, where it applies, a prepaid label.
3. Post the item back within 14 days of that approval.

Please do not send anything back before we have confirmed the return. Parcels sent without approval may not be accepted.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 10 working days.

Your bank or card provider may take a few more days to show it on your statement. If 15 working days have passed since we confirmed your refund and nothing has landed, get in touch and we will chase it.

Original delivery charges are refunded when the return is due to a fault or an error on our side.

Contact

parlorashop@gmail.com Monday to Friday, 9am to 5pm GMT. We reply within 24 to 48 hours on working days.

Parlora, United Kingdom at 11 Church Road, Street, BA16 0AA.