Aluma 30-Day Returns Policy
At Aluma, every piece is chosen, checked and packed by hand. If something isn't right for your home, we want the return to be as considered as the purchase.
You have 30 days from the day your order is delivered to return an item for a refund, exchange or store credit. This is longer than the law requires, and it applies whether you've simply changed your mind or something has gone wrong.
1. Changing your mind
1.1. You may return any eligible item within 30 days of delivery for a full refund of the price you paid, including the standard delivery charge on your original order.
1.2. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a statutory right to cancel your order within 14 days of receiving it, and a further 14 days to send the item back. Our 30-day window is offered in addition to that right and does not replace or reduce it.
1.3. If you chose an upgraded delivery service, we will refund the cost of our standard delivery option. The additional cost of the upgrade is not refunded.
1.4. You are welcome to unwrap an item and inspect it as you would in a shop. Returning it does not affect your refund.
2. How to return an item
2.1. Start your return through our Returns Portal:
- Enter your order number (without the
#) and the email address used at checkout - Select the item or items you wish to return
- Choose a refund, exchange or store credit
- Select a return method and receive your QR code or shipping label
- Drop your parcel at the nearest designated location
2.2. If you'd rather not use the portal, simply email support@alumahome.co.uk with your order number and we'll arrange it with you directly.
2.3. Please post your return within 30 days of delivery.
3. Return postage
3.1. Return postage is at your own cost unless the item is faulty, damaged or not what you ordered — in which case we cover it in full.
3.2. We recommend a tracked service, and keeping your proof of postage until your refund has been issued. Please get in touch if a return goes missing in transit and we'll help you resolve it with the courier.
4. Condition of returned items
4.1. Please return items with their original packaging, protective materials and any inserts, so they arrive safely and can be resold.
4.2. You're free to handle an item to see whether you'd like to keep it. However, if it has been used beyond that — for example, it arrives with scratches, marks, residue, strong odours or pet hair that weren't there when we sent it — we may reduce your refund to reflect the loss in value. If we do, we will tell you why and by how much before processing it.
4.3. We do not charge restocking or handling fees.
5. Refunds
5.1. Refunds are issued to the original payment method used at checkout.
5.2. We will process your refund within 14 days of receiving the returned item, or of receiving your proof of postage, whichever comes first. Your bank or payment provider may take a few additional days to show the funds.
5.3. If you chose store credit or an exchange, we'll issue it within the same 14 days.
6. Faulty, damaged or incorrect items
6.1. If your order arrives damaged, faulty or incorrect, please email support@alumahome.co.uk with your order number and photographs of both the item and the outer packaging. Getting in touch soon after delivery helps us make a claim with the courier, but your rights are not affected if you contact us later.
6.2. Under the Consumer Rights Act 2015, if an item is faulty you have 30 days from delivery to reject it and receive a full refund, including all delivery costs.
6.3. If a fault appears after 30 days, you are entitled to a repair or a replacement at our cost. Where that isn't possible or doesn't resolve the problem, you may have the item refunded. Within the first six months, we treat a fault as having been present at delivery unless we can show otherwise.
6.4. Return postage for faulty, damaged or incorrect items is always covered by us.
7. Exceptions
7.1. The 30-day return window does not apply to items that have been personalised or made to your specification, or to sealed items where a hygiene seal has been broken. This does not affect your rights if an item is faulty.
7.2. Any item listed as Final Sale or Non-Returnable is marked clearly on its product page before you buy.
8. Pre-orders
Pre-ordered items are covered by this policy from the day they are delivered to you, not the day you placed the order. Full details are in our Pre-Order Policy.
9. Questions
We'd always rather hear from you than have you guess. Email support@alumahome.co.uk and a real person will reply.
10. Changes to this policy
We may update this policy from time to time. The version published on our website at the time you place your order is the one that applies to that order.
Nothing in this policy affects your statutory rights as a consumer.
At Aluma, we are committed to delivering beautifully crafted, high-quality home décor. If you’re not completely satisfied with your purchase, you may return your item within 14 days from the date of delivery, subject to the terms and conditions outlined below.
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1. Eligibility for Returns
1.1. Items must be returned in their original condition — unused, undamaged, unwashed and with all protective packaging, labels, and inserts intact.
1.2. Returns will not be accepted if the item shows signs of wear, use, scratches, marks, residue and hygiene seals, must be intact.
1.3. HYGIENE & TEXTILES: For health and safety reasons, items including pillows, duvets, mattress protectors, and bed linen are non-returnable once the original packaging or vacuum seal has been opened or broken.
1.4. Returns will not be accepted if the item shows signs of use, such as:
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Physical damage (scratches, marks, or snags).
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Evidence of laundering or dry cleaning.
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odour (perfume, smoke, or detergent).
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Presence of pet hair or biological traces.
1.5. Items marked as “Final Sale”, “Custom”, or “Non-Returnable” are not eligible for return. Returns must be initiated and posted within 30 days from the delivery date. Returns posted after this period will not be accepted or refunded.
1.6. For items that arrive damaged or faulty, please contact our Customer Service team within 48 hours of delivery. Include your order number and clear photographs of both the item and the outer packaging.
1.7. Items are considered faulty if they arrive damaged or develop a manufacturing defect within 30 days of purchase. Faults reported after this window will be treated as general wear and tear.
1.8. Original shipping fees are non-refundable.
1.9. Package Protection, if purchased at checkout, is non-refundable.
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2. How to Initiate a Return
2.1. To begin a return, please follow these steps via our Returns Portal:
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Visit the Returns Portal
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Enter your order number (excluding the ‘#’) and the email address used at checkout
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Select the item(s) you wish to return
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Choose whether you’d like a Refund, Exchange, or Store Credit
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Select your return method and receive a QR code or shipping label
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Drop off your parcel at the nearest designated location
Please ensure your return is posted within 30 days of the delivery date.
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3. Return Shipping
3.1. Customers are responsible for all return shipping costs unless the item is confirmed to be faulty or incorrect.
3.2. Original shipping fees are non-refundable.
3.3. If returning via your own courier, we recommend using a tracked and insured service. Aluma is not liable for returns lost or damaged in transit.
3.4. Returns received outside the 30-day window will not be accepted or refunded.
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4. Inspection & Approval
4.1. All returned items are subject to quality inspection. Items must meet our return eligibility standards (see Section 1).
4.2. If an item is returned in a condition that violates our hygiene or "as-new" standards (e.g., used bedding, broken seals, or pet hair), the return will be rejected. 4.3. In the event of a rejected return:
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No refund or store credit will be issued.
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The customer may choose to have the item shipped back to them at their own expense.
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If the customer does not arrange for redelivery within 14 days, the item will be disposed of.
4.3. If your return is approved, a £5.00 handling and restocking fee per item will be deducted from your refund amount.
4.4. If an item is returned not in resaleable condition, we reserve the right to deduct a portion of the refund to reflect any loss in value or reject the return entirely.
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5. Refunds
5.1. Approved refunds will be issued to the original payment method used at checkout.
5.2. Refunds will be processed within 30 days of receiving the returned item or receiving proof of postage — whichever comes first. Please note, it may take additional time for your bank or payment provider to complete the transaction.
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6. International Returns
6.1. We do not offer exchanges for international orders at this time.
6.2. Eligible international orders may be returned for a refund or store credit, following the same return terms as above. Return shipping remains the customer’s responsibility.
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7. Questions or Assistance
If you have any questions or require help with your return, please email our Customer Service team at:
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8. Policy Updates
Aluma reserves the right to update this policy at any time. All changes will take effect immediately upon being published on our website.
By placing an order with Aluma, you confirm that you have read, understood, and agreed to this 30-Day Returns Policy, including our conditions on return eligibility, shipping costs and restocking fees.