Returns & Refund
Assembly
Many of our items are designed for self-assembly. Full instructions are provided and no special tools are required. Your assembly instructions should be found in one of the boxes, please read carefully before starting assembly. If you have any concerns or you are unable to locate your instructions, please contact our Product Specialist team at info@highlighthome.co.uk
Please check you are happy with the colour, finish and quality before commencing assembly as any change of heart will result in a deduction in refund for ‘unreasonable handling’.
We offer a Home Assembly service on many of our products and if home assembly is available this will be stated in the Product Information for you to include when you purchase your goods. Please check you are happy with the quality and colours of all components before instructing our fitters to commence assembly, as once the items are assembled and if you change your mind and wish to return them, there will be a deduction in refund for any loss in value of the product caused by ‘unnecessary handling’.
Mattresses: Please do not remove any packaging from any mattress until you are satisfied with your purchase. We cannot accept any returns of unpacked mattresses, for hygiene reasons, unless the mattress is faulty.
Order Confirmation
As soon as you place your order, we will pre-authorise your card, however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, or some of our items are Made To Order, we will void the pre-authorisation and contact you to let you know.
Order Delivery
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be delivered within 7-14 days. However, delivery times may vary depending on the brand of product ordered. Please refer to individual product pages for accurate delivery information. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at support@highlighthome.co.uk so that we can help.
Damages
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@highlighthome.co.uk so that we can open an insurance claim on your behalf.
Returns
You can cancel your order any time before delivery has been made, please notify our customer services team making a clear statement that you wish to cancel. Any orders cancelled after 48 hours of placing the order may be subject to additional fees.
Once delivery has been made: Please contact our customer services team within 14 calendar days from receipt of the goods. The products must be returned to us as soon as reasonably practicable (and within 14 calendar days of the date of notification to cancel). If you would like us to collect larger items, a collection charge of £75 will be incurred with an estimated £95 for postcodes G, EH, TD, KA, DG, ML, FK, KY, PA, PH, DD, AB, IV, SA, KW, TR, PL, TQ, LL, EX, SY, DG. If you have assembled or part assembled the products there will be a deduction in refund for any loss in value of the product caused by ‘unnecessary handling’.
Please note: Mattresses cannot be returned for hygiene reasons if they have been removed from the original packaging (unless faulty).
Refunds
A refund will be issued within 14 days of receiving the goods back or (if earlier) 14 days after the day you provide proof of return. Refunds are subject to the returns criteria being adhered to. Please see our full Terms & Conditions. All refund will be processed by the original payment method. If you paid on card, it can take up to 7 days to appear back in your account.