Refund policy

Returns & Refunds Policy

Biophilic Design Sourcing hub connects you with carefully selected third-party suppliers who are responsible for fulfilling orders and handling all post-sale claims. Please review the policy below, which complies with UK & EU consumer law and reflects the artisanal nature of many of the products offered on our platform.

Standard Returns (14-Day Right to Cancel)

In accordance with the Consumer Contracts Regulations 2013, you have the right to return standard, non-customised products within 14 calendar days of receiving them if they are faulty, damaged, or not as described.

To initiate a return:

  • Contact the supplier directly using the information provided in your order confirmation.

  • Return the product in its original packaging, and ensure it has not been used beyond basic inspection.

  • Returns are subject to supplier approval based on legal return conditions.

Please note: Products cannot be returned due to a simple change of mind.

Bespoke & Customised Items

Custom-made or personalised items are non-refundable, unless they arrive damaged or incorrect. In such cases, please refer to our Shipping Policy and report any issues immediately upon delivery.

Handcrafted Products

Many items on our platform are handmade by artisans. Natural variations in colour, texture, or form are not considered defects but are part of the unique character of handcrafted goods. By purchasing, you acknowledge and accept these inherent qualities.

Damage Reporting & Claims

If your item arrives damaged or incorrect:

  • Inspect the item and packaging immediately upon delivery.

  • If needed, sign for the delivery “with reservation.”

  • Notify both the supplier and Biophilic Design Sourcinghub within 48 hours, including photographs where possible.

This allows the supplier to initiate a claim with their shipping provider.

Refunds

Once a return is accepted and the item is received by the supplier, a full refund will be issued to your original payment method. Please allow up to 10 working days for the refund to appear, depending on your bank or payment provider.

As outlined in our Terms of Service, Biophilic Design Sourcinghub acts as a marketplace facilitator and does not handle returns or refunds directly. All post-sale processes are managed by the supplier who fulfilled your order.