Refund policy
Last updated: May 12, 2025
Introduction
This Refund and Returns Policy is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. DenaHome is a trading name of Denaventures Ltd, a company registered in England and Wales. Your statutory rights are not affected by this policy.
Definitions
Company / We / Us: Denaventures Ltd, trading as DenaHome.
You / Customer: The individual purchasing goods from our website.
Goods / Products: Any physical item sold via www.denahome.co.
Your 14-Day Right to Cancel (Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days of receiving your goods. You do not need to provide a reason.
If your order consists of multiple items delivered separately, the 14-day period begins on the day you receive the last item.
How to Cancel
To exercise your right to cancel, you must notify us within the 14-day period by sending a clear written statement to:
Email: info@denahome.co
Contact form: https://www.denahome.co/pages/report-an-issue
Please include your order number and a clear statement that you wish to cancel. We will send you a confirmation of receipt promptly.
Returns
You may return the goods to us after cancellation if you wish. You are responsible for the cost of return shipping unless we have agreed otherwise or the goods are faulty (see below). Please contact us for our return address before sending anything back.
Please handle the goods with reasonable care during the cancellation period. If the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and functioning, we reserve the right to deduct an amount for that reduction in value from your refund.
Refunds After Cancellation
Once you have notified us of your cancellation, we will refund the full price you paid for the goods, including any standard delivery charges, within 14 days. The refund will be issued to the same payment method used for the original purchase. No restocking fees or penalties will be applied.
Note: If you opted for an enhanced delivery service, we will refund only the cost equivalent to our standard delivery option.
Faulty, Damaged or Misdescribed Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, all goods we sell must be of satisfactory quality, fit for purpose, and as described. If your goods do not meet these standards, you have the following rights:
Within 30 days of delivery: You are entitled to a full refund. Simply contact us with your order number and a description or photograph of the fault.
Between 30 days and 6 months: We will first attempt a repair or replacement. If this is not possible or unsuccessful, you are entitled to a refund.
After 6 months: You may still have rights to a repair or replacement. Please contact us to discuss your situation.
There is no fixed time limit within which you must report a fault your rights under the Consumer Rights Act 2015 apply regardless. Please contact us as soon as you notice a problem so we can resolve it as quickly as possible.
We do not require you to return faulty goods in most cases. We may ask for photographic evidence of the fault. If we do require the item back, we will arrange and cover the cost of return.
How to Request a Refund or Report a Fault
Email: info@denahome.co
Contact form: https://www.denahome.co/pages/report-an-issue
Please include:
- Your order number
- A description of the issue (and photographs if applicable)
We aim to respond within 2 business days and will resolve all eligible cases promptly.
Refund Processing
All approved refunds will be processed within 14 days of approval and returned to your original payment method. You will receive a confirmation email once the refund has been issued.
Exceptions
Certain goods may not be eligible for cancellation under the Consumer Contracts Regulations 2013, including:
- Perishable goods
- Sealed goods that have been unsealed and are not suitable for return for health or hygiene reasons
- Goods made to your specification or clearly personalised
Where any such exemption applies, it will be clearly stated on the relevant product page.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law. For further information on your consumer rights, please visit Citizens Advice (www.citizensadvice.org.uk) or the UK government's consumer rights pages (www.gov.uk).
Contact
Denaventures Ltd (trading as DenaHome)
Email: info@denahome.co
Contact form: https://www.denahome.co/pages/help-centre-faq
Registered address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom