Returns Policy

We truly hope you love your purchase. Every item is selected with care, and we stand behind the quality of our products. That said, if you do need to return something, we're happy to help—though we kindly encourage you to choose carefully to minimise unnecessary returns and restocking fees.
Returns are accepted within 15 days of receiving your order (7 days for sale items) for a refund or credit note, provided the item is unused, in original condition, and with all packaging intact. A restocking fee will be applied to all returns to cover handling and processing costs, and this amount will be deducted from your refund.
For larger or bulkier items, a higher restocking fee may apply due to the additional resources required to process and store these returns. If you have any questions before placing your order—about sizing, materials, or suitability—we’re always here to help.
In most cases, the courier cost to return goods will be covered by Audenza, excluding rugs.
Rugs are dispatched and returned directly from our supplier. There is a £30 collection charge for these returns within the UK.
We also do not offer free returns for sale items or promotional orders (these will be charged at £5. For some larger items and furniture we charge a £15 fee as a contribution towards the cost of a collection service.
For returns from Highlands and Islands, Ireland, Northern Ireland and International it is the customers responsibility to arrange and pay for the return to our Warehouse, please contact hello@audenza.com to arrange
For any orders which have been damaged in transit, we must be informed within 48 hours of delivery. For any items deemed to be faulty, please inform us within 7 days of receiving the product.
All items sold as ‘seconds’ or ‘samples’ cannot be returned. Please read fault/damage descriptions and assess all photos carefully before purchase.

How to Return Items

Please email us at hello@audenza.com prior to return with your name, order number and details of the item you wish to return.
All returns must be in their original condition, and fit for resale in their original packaging.
Please ensure that items are packaged securely.

Returns Disclaimer

Please note that as bespoke or personalised items have been made to order, we cannot accept returns on these items, unless faulty.
We cannot accept responsibility for any items lost or damaged in transit.
We also cannot accept any responsibility for any interest charges on your credit card whilst waiting for a refund.
Please allow up to 14 working days once we receive your item for the refund to show in your account.

Faulty & Damaged Items

Whilst we take every care to ensure your item arrives with you in once piece, occasionally items do get damaged during transit. Please inform us within 48 hours of receipt if your item has been damaged during transit.
For items deemed to have a manufacturing fault, please inform us within 7 days of receipt.
For any faulty / damaged items, we will ask for a photograph of the product to be sent prior to return.
Please do not destroy or throw away any product or packing, even if it's faulty, before we have confirmed how we wish to proceed.
Once we have confirmed a product is faulty, we will then offer you a means of returning the parcel at our cost. You will then have 7 days to return the parcel at our cost, after which time our standard returns policy applies.