Returns And Cancellations
At Eterna Home and Garden we take our customer's journey very seriously. Your satisfaction and happiness with your order is our top priority.
We strive to make your Eterna Home ordering experience as easy, quick and seamless as possible – from your initial order to care for your teak.
Below you will find information about our cancellations and returns. This applies to all orders placed online.
Free items and free add-ons are non-exchangeable and have no warranty.
If the furniture is discounted due to being ex-display, clearance or due to damage then these rules do not apply and there is no returns policy for those items.
Whether you want to cancel your order pre-delivery, return an item after delivery, or have any issues with your order, please see below for how we can help.
Decided not to keep your purchase?
Please notify us, within 14 days of receiving your furniture, to ensure that we can resolve this for you.
Need us to collect your order? Not a problem, however, there is a standard collection fee which depends on the type of item you wish to return, for example, £12.95 for a Lazy Susan, £13.95 for a parasol, and £65 for a complete garden set.
How do you prepare for a collection?
Step 1
Make sure that any item you wish to return is in the same condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.
Step 2
Ensure that any item is available for collection within 14 days.
Step 3
You will receive confirmation that we have received your cancelled item back. Once you have received this confirmation that we've received your cancellation and the item is back in our warehouse and has been inspected, free from damage you will receive a full refund* to the original payment method you used, less the cost of the collection of the item.
Refunds made to a credit or debit card may not show in your account straight away. This is due to the processing and clearing time required by banks to process the refund. Typically, this can take seven to ten working days, but varies depending on the bank you have used. If you have any questions on your bank's processing time please contact your bank.
*If you selected the home package removal and this was completed, this cost will be deducted from the final refund.
Costs of Return
You will have to bear the cost of returning the goods. You should return smaller items with a value up to approximately £100 via Royal Mail or another courier of your choice and this will cost about £10 - £20. Please make sure you insure the goods and retain proof of dispatch which might be required by us in order to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
Item values - Cost Including VAT
Up to £199.99 - £29.95
Between £200.00 - £399.99 -£54.95
Over £400.00 - £65.00
There will be an additional charge for collection from Scotland of £20 - £100 depending on the location of the delivery address. If delivery was to an agent/freight forwarder, the collection will only be from the point of delivery not the onward customer address.
We will attempt to collect your items within 14 days of your notice to cancel your order order. We will let you know the collection date and you should ensure that any items being returned are available for collection on that date. Failure to have you available as arranged will delay any refund and may incur further charges.
Effects of Cancellation
If you cancel your order, we will reimburse the payment received from you, except for any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us, or our home package removal service - this is a service that has been provided and cannot be refunded.
You are responsible for the cost of returning the goods via a courier of your choosing or we can arrange to collect larger goods at the rates specified above.
We may make a deduction from your refund for any loss in value of any goods supplied if the loss is the result of unnecessary handling by you. This can include but is not limited to, dropping a table, assembling something incorrectly, and not removing a parasol from its holder when not in use.
If you wish to return your items in this 14-day period, you are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging and in a resaleable condition. You should only open the packaging for one cushion (bought as part of a set) to check the colour, fabric, etc. and not all the cushions in the set.
There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To prevent this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
The refund will be processed no later than 14 calendar days after the day we receive your items back or 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same form of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back to us, whichever is the earliest.
Cancellation, Returns & Exchanges
You can cancel your order up to 14 calendar days after the day on which you receive your goods.
To cancel your order, you must notify us, with your name, address, telephone number, email address and details of your order, including but not limited to your order number. Please note: Our package removal service is non-refundable.
To meet the cancellation deadline, you must send your communication advising that you wish to exercise your right to cancel before the cancellation period of 14 days from the delivery date has expired. Please note that if we receive the cancellation notice after the cancellation period, you may have to provide proof of dispatch for return items posted back to us.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with teak oil or a teak care product, the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order. Luxus does not accept any responsibility for any treatments to the wood carried out by the customer.
Once built, we do not recommend that our furniture is modified or dismantled in any way, should this happen it will result in your warranty becoming null and void. We do not accept returns or exchanges for furniture that has been dismantled or modified in any way by the customer.
You cannot cancel your order for a full refund should it have been used or not in the same condition as it was delivered, if you decide that you do not want the furniture within the 14-day period you cannot leave the furniture outside as this will change the condition of the furniture and therefore forfeit your refund. You must store the furniture in a cool, dry environment and we will then collect the furniture on our next available slot.