Returns and Refunds Policy

Policy version: tllar-pending-v1 · Effective: 2026-08-26T17:52:57Z

This policy applies to consumer purchases made from The Tiny Lux Co Ltd through thetinylux.com. It explains our voluntary returns promise and your statutory rights. Our voluntary promises are additional to, and do not replace or restrict, your legal rights.

1. Quick guide

2. How to tell us about a return or cancellation

Email [email protected] with your name, order number, the item concerned and whether you want to cancel, return, replace or report a problem. A clear statement that you want to cancel is enough; you do not have to use special wording or wait for our approval for a statutory cancellation to take effect.

Please contact us before sending anything so that we can give you the correct address, reference and safe return or collection instructions. Some products are fulfilled by a specialist partner and must not be sent to our general returns address. Contacting us for instructions does not reduce your cancellation rights.

For a statutory cancellation, you may also use the model cancellation form in section 13, but its use is optional.

3. Standard Products: 30-day change-of-mind returns

Unless a product was clearly identified as a Large Appliance / White Goods item before you ordered, we treat it as a Standard Product for this voluntary promise.

Cancellation during the first 14 days

You may cancel a Standard Product order from the time the contract is made until 14 days after the day you receive the goods. If one order is delivered in separate instalments, the period runs from the day after you receive the last item or instalment.

After telling us, you must send the goods back without undue delay and no later than 14 days after you cancel. You may examine the goods as you could reasonably do in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Any deduction will reflect the actual reduction in value; it is not an automatic restocking fee.

Our additional promise for days 15–30

For eligible Standard Products, we extend the change-of-mind period to 30 days after delivery. If you notify us after the statutory 14-day period but within 30 days, the item must be unused, uninstalled, complete, in resaleable condition and returned with all accessories, manuals, free items and original packaging supplied with it. You must send it back within 14 days after telling us you wish to return it.

Under this additional promise, we refund the product price. Original delivery charges are not refundable unless the goods are faulty or we agree otherwise. You are responsible for the direct return cost. These extra conditions apply only to days 15–30 and do not restrict rights you had during the statutory cancellation period or for faulty goods.

4. Large Appliances / White Goods: 14-day change-of-mind cancellation

A product is a Large Appliance / White Goods item only where we identify it that way on the product page before purchase. This will normally include full-size or built-in refrigeration, laundry, dishwashing, cooking and similar bulky appliances that require specialist delivery or collection. If a product was not identified this way before purchase, our Standard Product voluntary promise applies.

You may cancel a Large Appliance / White Goods order from the time the contract is made until 14 days after the day the appliance is delivered. Tell us within that period. You then have a further 14 days to return it or make it available at an agreed time and accessible location for an agreed collection.

You may unpack and inspect the appliance as you reasonably could in a shop. Please retain the transit packaging until you are satisfied with it because suitable packaging protects you and the appliance in transit. Missing original packaging does not automatically remove a statutory cancellation right. However, installing, connecting, registering, using or handling the appliance beyond what is reasonably needed to inspect it may reduce its value. We may make a deduction only for the actual loss in value caused by that excess handling, supported by a reasonable assessment; we do not charge a consumer restocking fee.

Large appliances must not be posted or taken to our general returns address. Contact us so that we can agree a specialist collection or give you a suitable direct-return route.

Return or collection cost

Where you are responsible for a change-of-mind return cost, the applicable direct cost or maximum charge will be shown clearly on the product page and during checkout before you order, and recorded in your order information. We will not add a supplier restocking, administration or handling fee and call it a collection cost.

If no return or collection cost was disclosed before you ordered when advance disclosure was legally required, we will not charge you that cost. Collection is free where the appliance is faulty, damaged, misdescribed or incorrect.

5. Items excluded from change-of-mind returns

The statutory right to cancel does not normally apply to:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health-protection or hygiene reasons after you break the seal;
• sealed audio, video or software products after unsealing; and
• goods inseparably mixed with other items after delivery.

These exceptions are interpreted narrowly. A sale or discounted item is not excluded merely because its price was reduced. Nothing in this section affects your rights where an item is faulty, damaged, misdescribed or incorrect.

6. Faulty, damaged, misdescribed or incorrect goods

Your legal rights are separate from our change-of-mind policy. Goods must be as described, of satisfactory quality and fit for any purpose made known to us.

Please inspect deliveries when reasonably possible and tell us promptly about visible damage, missing parts or an incorrect item. Photographs of the appliance, packaging, labels and damage can help us resolve the matter quickly, but a failure to report within 24 or 48 hours does not by itself remove your statutory rights.

Depending on the circumstances and the law, you may be entitled to reject the goods for a refund, or to a repair or replacement. In general, consumers have a short-term right to reject faulty goods within 30 days of delivery. After that, repair or replacement will normally be the first remedy, subject to the statutory exceptions, followed where appropriate by a price reduction or final right to reject. This is only a summary and does not limit the Consumer Rights Act 2015.

We remain responsible for resolving a valid consumer claim even if a manufacturer or fulfilment partner helps us inspect, collect or repair the item. We will arrange collection or reimburse reasonable return costs for goods that are faulty, damaged, misdescribed or incorrect.

7. Delivery damage and signing for a large appliance

If the packaging or appliance is visibly damaged, record this with the delivery team if it is safe to do so, take photographs and contact us promptly. Do not sign a delivery document as "received in good condition" if that is not true. If you are unable to inspect the product immediately, that does not waive your statutory rights.

8. Failed delivery, access and disconnected appliances

For a Large Appliance / White Goods delivery, you are responsible for checking the product dimensions, access route, doorways, stairs, lifts and required connections, and for giving us accurate delivery and access information. Unless you bought an installation service, the delivery team is not responsible for disconnecting an old appliance, changing your property or correcting unsafe or incompatible connections.

If a delivery or collection cannot be completed because information you supplied was materially inaccurate, no responsible adult is present, the route is unsafe or inaccessible, or the appliance has not been disconnected as agreed, we may charge only a reasonable, direct and evidenced failed-delivery, re-delivery or collection cost where that charge was clearly disclosed before the contract. We will tell you the amount and the reason. This does not allow us to retain sums that the law requires us to refund or to charge you where the failure was ours or our delivery partner's.

9. Return addresses and packaging

Do not send a return until we have confirmed the route in writing.

Unless we give you a different authorised address, suitable Standard Product returns may be directed to:

The Tiny Lux Co Ltd
Unit 13 Freeland Park
Wareham Road
Lytchett Matravers
Poole
Dorset BH16 6FH
United Kingdom

This is not the return address for Large Appliances / White Goods. Our registered office is also not a returns address.

You must take reasonable care to package a customer-arranged return safely. We strongly recommend a tracked and adequately insured service and keeping proof of posting. If we arrange collection, follow the preparation and access instructions we give you.

10. Refunds after a statutory cancellation

We refund the price paid and the cost of our least expensive standard delivery method offered for the order. If you chose a premium or enhanced delivery option, we do not have to refund the amount above standard delivery. Where standard delivery to your location necessarily cost more than delivery elsewhere, that location-specific standard charge is treated as the standard delivery cost.

We make the refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever happens first. If we offered to collect the goods, the statutory timing is not postponed by waiting for you to post them. We may make a lawful actual diminished-value deduction as explained above.

Refunds are made to the original payment method unless you expressly agree otherwise, and without a refund fee. Your bank or payment provider may take additional time to display the credit after we issue it.

11. Refunds for faulty goods

Where you are legally entitled to a refund for faulty, damaged, misdescribed or incorrect goods, we issue it without undue delay and within 14 days after agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise. No refund fee is charged. Applicable delivery and reasonable return costs are refunded as required by law.

12. Installation, removal and other services

Services bought with a product are treated separately from the goods. If you ask us to begin a service during the 14-day cancellation period, we will obtain the legally required express request. If you then cancel after work has begun, you may have to pay a proportionate amount for the service properly supplied up to cancellation.

You lose the right to cancel a service fully performed during the cancellation period only if, before performance, you expressly requested an early start and acknowledged that the cancellation right would be lost on full performance. A completed installation, disconnection, recycling or other service charge is not refundable merely because you later cancel the goods, except where the service was faulty or the law otherwise requires a refund.

13. Model cancellation form

Complete and send this form only if you wish to. A clear email or other clear statement is also valid.

To: The Tiny Lux Co Ltd, Prime Apartments, 483 Green Lanes, London, England N13 4FG, United Kingdom; [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods / supply of the following service:
[describe goods or service]
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s): [only if submitted on paper]
Date:

14. Contact and complaints

Email [email protected] or telephone +44 7883 317027 and include your order number. We aim to acknowledge return and cancellation requests promptly and will provide a written route for any goods that need to be sent back or collected. For proof and accurate routing, we recommend confirming a telephone cancellation by email.

The Tiny Lux Co Ltd Company number: 15566590 Registered office: Prime Apartments, 483 Green Lanes, London, England N13 4FG, United Kingdom VAT number: GB509261302

The registered office is not a returns address.