Refund and Returns Policy
At New Heights Collective, we want you to be happy with your purchase. If you change your mind or there is an issue with your order, please contact us at contact@newheightscollective.co.
Nothing in this policy affects your statutory consumer rights.
1. Our Policy
For eligible online purchases, you may cancel your order within 14 days of receiving your goods.
After notifying us of your cancellation, you normally have a further 14 days to return the item.
To request a return, email contact@newheightscollective.co with your order number and the item you wish to return.
2. Eligibility for Exchange
Returned products should be kept in good condition and appropriately protected for return.
You may inspect an item as you reasonably would in a shop. If an item has been used or handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by law.
3. Items Not Eligible for Exchange
For change-of-mind returns, customers may be responsible for the cost of returning or collecting the furniture where permitted by law and where this has been communicated before purchase.
For large furniture that requires collection, please contact us so we can advise you about the available collection arrangements and any applicable cost.
4. How to Request an Exchange
If your furniture arrives damaged, faulty, incorrect or not as described, contact us as soon as possible.
Email contact@newheightscollective.co and include:
- Your order number
- A brief description of the issue
- Clear photographs or video where relevant
We will review the issue and provide an appropriate solution in line with your statutory rights.
5. Collection of Items
Once an eligible return has been received or the required evidence of return has been provided, refunds will be processed in accordance with applicable consumer law.
Refunds will normally be issued to the original payment method.
Your bank or payment provider may require additional time for the funds to appear in your account.
6. Faulty or Incorrect Items
Change-of-mind cancellation rights may not apply to certain products, including goods that are:
- Made to your specifications
- Clearly personalised
- Otherwise exempt from cancellation rights under applicable law
This does not affect your rights if an item is faulty, damaged or not as described.
7. Faulty or Incorrect Items
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at contact@newheightscollective.co.
If your order has already entered dispatch or delivery, it may need to be handled as a return.
Contact Us
For returns, refunds or order-related questions:
New Heights Collective
Website: newheightscollective.co
Email: contact@newheightscollective.co