【 United Kingdom/EU Countries 】

How to Return an Item

If you purchase a product from the OurDearHome online store and it is delivered to the UK or EU region, you may generally notify us within 30 days of receiving the item to cancel your order or request a return. The product must be returned to our designated warehouse / return location after receiving our response.

Returned items must be brand new, unused, and in a resalable condition, with the complete original packaging retained, including the product, accessories, packaging, manufacturer’s carton, all accompanying documents or materials, and any free gifts. If the value of the item has been reduced due to unnecessary handling, use, damage, missing accessories, or incomplete packaging, we may make a reasonable deduction from the refund amount depending on the circumstances.

For returns that are not due to a product issue, such as change of mind, ordering the wrong item, personal preference, or no longer needing the product, the customer is responsible for the cost of returning the item to the OurDearHome UK returns centre or designated address, unless otherwise required by applicable law or separately agreed by us. After we receive the item and complete our inspection, we will process the refund in accordance with applicable legal requirements.

The above arrangements apply only to returns that are not due to a product issue. They do not limit any statutory rights you may have under applicable UK or EU consumer laws in relation to faulty products, damaged products, products that are not of satisfactory quality, products that cannot be used properly, or products that do not match their description.

Return Address

Please do not send any product back before receiving our confirmation and return instructions. The return address will be provided after your request has been initially confirmed. Items sent without prior confirmation may be delayed, lost, or unable to be processed.

How to Exchange an Item

If the product itself is defective, damaged, missing parts, or has developed an issue during delivery, please contact us as soon as possible after receiving the item. To help us follow up with the courier, supplier, or manufacturer, we recommend contacting us by email at order@ourdearhome.com within 7 days of receiving the item, and providing your order number, details of the issue, photos or videos of the product, and relevant proof of purchase.

If the product is confirmed to be covered by the manufacturer’s warranty or applicable UK / EU consumer laws, we will provide an appropriate solution depending on the circumstances, which may include repair, replacement, refund, or another reasonable remedy.

If you discover an issue only after the product has been used or opened, please contact us as soon as possible so we can assist you. Please keep the product, all accessories, packaging, manuals, free gifts, and proof of purchase for assessment.

If you have any questions, please contact us by email at order@ourdearhome.com. We will get back to you as soon as possible. Thank you!