Refund policy
At Nila Parmar Designs, we hope you will love every piece you welcome into your home. Every product is carefully selected to bring beauty, craftsmanship and timeless style into your living space. However, if you are not completely satisfied with your purchase, we're here to help.
All items must be returned to:
Unit 2, Sevenoaks Enterprise Centre, Bat & Ball Road, Sevenoaks, Kent TN14 5LJ
Returns
You may return eligible items within 14 days of receiving your order for a refund, provided they are returned in their original, unused condition, with all original packaging, labels and protective wrapping intact.
To request a return, please contact us at info@nilaparmardesigns.com with your order number and reason for your return. We will then provide you with instructions on how to return your item.
Unless an item is faulty, damaged or supplied in error, customers are responsible for the cost of returning their order. We recommend using a tracked service, as returned items remain your responsibility until they reach us safely.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If your return is approved, your refund will be processed to your original payment method within 5–10 working days. Please note that your payment provider may take additional time to process the refund.
Where you are exercising your statutory right to cancel your order under the Consumer Contracts Regulations 2013, we will also refund the cost of our standard delivery service where applicable. Any additional charges for express or upgraded delivery are non-refundable.
Damaged, Faulty or Incorrect Items
We take great care when preparing every order. However, if your item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery.
Please include your order number together with photographs of the item and its packaging so we can investigate and resolve the issue as quickly as possible.
Non-Returnable Items
Unless faulty, we are unable to accept returns on:
- Made-to-order or personalised items
- Gift cards
- Items that have been used, assembled, altered or damaged after delivery
- Items returned without their original packaging where this affects their resale value
- Customs duties, taxes and import fees paid to local authorities are non-refundable.
Furniture & Special Orders
Some furniture and larger items are made to order or shipped directly from our trusted suppliers. These products may have specific return conditions, which will always be stated on the relevant product page before purchase.
If you have any questions before ordering, please don't hesitate to get in touch.
Your Statutory Rights
Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If an item is faulty, not as described or unfit for purpose, you are entitled to the remedies available under the Consumer Rights Act 2015. Depending on the circumstances, this may include a repair, replacement or refund.
If you choose to cancel your online order within the statutory cancellation period, you may do so in accordance with the Consumer Contracts Regulations 2013. Certain products, including personalised and made-to-order items, are exempt from these cancellation rights where permitted by law.
Contact Us
If you have any questions about your order or this Returns Policy, please contact us at info@nilaparmardesigns.com. Our team will always do their best to help and ensure your experience with Nila Parmar Designs is a positive one.