Refund and Returns Policy

Support

The EX10 Living team want to make sure our customers are totally satisfied with their Purchase so If you have a question or are unhappy with the product or service provided, please email orders@ex10living.com referencing your ‘order number`.

Returns & Exchanges

We understand that sometimes things aren't right, and you may decide you want to return something. 

To give you peace of mind EX10 Living offers a 14 day returns and exchange policy, effective from the day your order is delivered.

When returning or exchanging an item, all we ask is that the item(s) is unused and in the original condition you received it in. This includes all labels and tags being intact and original packaging being used. 

Unfortunately, we cannot offer returns or exchanges after the 14-day period.

How To Return Or Exchange An Unwanted Item

If you wish to return an item, then you’ll need to contact us to arrange a collection. Please email orders@ex10living.com with details of the item(s) you wish to return and your order reference number. 

If the item is damaged or faulty, we will organise a collection, free of charge. We will then source and send out a replacement set or part as quickly as possible. we aim to resolve such issues within 3-5 working days. However, some parts may need to be manufactured specially and shipped from overseas. This process can take from 6-12+ weeks.

Please be aware, if you’re returning an item to us because you have changed your mind, then a collection charge of £300 will apply for furniture. The cost of collection will be deducted from the total refund amount you receive.

Refunds

The returns and refund process can take up to 14 days. Once we have collected your item, our returns team will inspect the goods to check there are no visible faults, damage, or missing parts. The product should still be in its original unused condition and packaging.

Once we have confirmed that the returned item meets our returns criteria our returns team will process a refund. Refunds are issued back to the original payment method used when the order was placed (i.e., credit card, debit card or PayPal).

Please allow 3 to 5 working days for a refund to appear in your account.

If your returned item does not meet our returns criteria or partially meets our returns criteria, you will be notified. If you have any concern about the condition of your goods before returning them to us, please contact us first to discuss this.

You may be granted a partial refund in the following circumstances:

Returned item has been opened, unpackaged or tags and labels removed
Returned item is not in its original condition, is damaged or is missing parts
Any item that has been requested to be returned more than 14 days after delivery (under CCR 2014) or 30 days after delivery (under CRA2015)