Refund policy

Returns

Last updated: 18 August 2026

This policy covers both sending an item back and how money is returned to you. Returns are covered first, refunds below.

The short version

You have 30 days from delivery to return an item. Contact us first — every return needs to be authorised so we can tell you where to send it. If something arrived damaged, defective or wrong, we cover the cost. If you simply changed your mind, you cover the return shipping. There is no restocking fee.

What you can return

Roomlift sells physical home furnishings only — lighting, tables, mirrors, wall art, seating and storage. There are no digital products, subscriptions or gift cards in the catalog.

You may return an item if you contact us within 30 days of delivery.

Condition requirements

To be returned, an item must be:

Unused and undamaged, in the condition it arrived in
In its original packaging, including internal protective packing, fixings, mounting hardware and any bulbs supplied
Complete — all pieces of a set, all components of a bundle

Furniture packaging is engineered for the item inside it. A piece returned in a substitute box frequently arrives damaged, and we may not be able to refund it in full. Keep the original carton until you are certain you are keeping the piece.

What cannot be returned

Items damaged after delivery — through assembly, mounting, misuse or normal wear
Hardwired lighting that has been installed. Many of our sconces, pendants and chandeliers are hardwired. Once a fixture has been wired in it cannot be resold, so it cannot be returned unless it is faulty
Flat-packed furniture once assembly has begun

None of this affects your rights where an item is faulty, damaged on arrival, or not as described.

Damaged, defective or wrong item

This is handled differently, and faster.

1. Photograph it — the item and the packaging. For freight deliveries, also note the damage on the delivery receipt before you sign.

2. Email support@getroomlift.com with your order number and the photos.

3. We arrange a replacement or a refund, whichever you prefer.

You never pay return shipping when the fault is ours or the carrier's.

How to start a return

Every return is handled by a person — there is no automated portal.

1. Email support@getroomlift.com with your order number and what you would like to do.

2. We reply within 24 hours on weekdays with a return authorisation and the address to send it to.

3. Do not ship anything back before you have that authorisation. Unannounced returns cannot be matched to an order and may be refused.

4. Pack the item in its original carton and send it to the address we give you. That address depends on which warehouse the item came from, which is why it is not printed here.

Every refund requires the item to be returned and received. We do not issue refunds on items you keep.

Who pays return shipping

Reason	Who pays
Damaged, defective, or wrong item sent	Roomlift
Changed your mind	Customer
Item did not fit the space	Customer

There is no restocking fee. If you return something, the return shipping is the only cost to you.

Return shipping on oversized and freight items costs considerably more than parcel. If your return involves a freight item, we will quote the cost before you commit, so there are no surprises.

Exchanges

We do not process direct exchanges. If you want a different piece, return the original under this policy and place a new order — that way you are not waiting on the return to clear before the new item ships.

Timeline

Stage	Time
Our reply to your request	Within 24 hours, weekdays
Return transit	Depends on carrier and distance
Inspection once received	A few business days
Refund issued after inspection	See the Refunds section below

Cancelling before dispatch

If your order has not shipped, we can usually cancel it outright and refund you in full — no return needed. Email us as soon as you can; once an order reaches the warehouse we may not be able to stop it.

Your statutory rights

Nothing in this policy limits any non-waivable consumer rights you have under the law that applies to you, including rights relating to goods that are faulty or not as described.