Refund and Return Policy

At Outlet Design, your satisfaction is important to us. This policy explains how returns, refunds, and exchanges work, in line with France consumer law.

1) Eligibility for “Change-of-Mind” Returns

• Notify us within 30 days of delivery if you wish to return.

• Items must be unused, unassembled, in original packaging, with all parts, manuals and accessories.

• Proof of purchase (order number or receipt) is required.

2) Items Not Eligible (unless faulty or not as described)

• Opened mattresses, pillows, toppers or other sealed hygiene products.

• Custom, made-to-order or personalised items.

• Items that have been used, assembled, modified or damaged after delivery.

• Clearance/final-sale items where stated.

3) How to Start a Return

• Email: support@outletdesign.shop

• Include: order number, the item(s) you want to return, reason for return, and clear photos (if damaged/faulty).

• We will reply with return instructions, an RMA number and the correct return address. Do not send any item back without authorisation.

4) Return Shipping & Fees

• Change-of-mind returns: you are responsible for return shipping. For bulky/2-man items, we can arrange a collection; the collection cost will be deducted from your refund (we will confirm the amount before collection).

• Faulty, damaged or wrong items: we cover the return or collection cost.

5) Refunds

• Refunds are issued to the original payment method once the item is received and inspected.

• Processing time: typically 5–10 business days after inspection (your bank/card provider may take additional time).

• If items are returned incomplete, used, or not in resalable condition, we may decline the return or apply a reasonable deduction reflecting any loss in value or missing parts.

6) Exchanges

• If you prefer an exchange, contact us first. We’ll confirm availability and any price difference. Standard delivery times apply to replacements.

7) Damaged or Incorrect Items on Arrival

• Please report any transit damage or wrong items within 48 hours of delivery and include photos of the packaging and the issue. We will arrange a replacement, repair or refund as appropriate.

8) Faulty Goods (Consumer Rights Act 2015)

• If a product is faulty, you are entitled to a repair or replacement. If a fault is confirmed within 30 days of delivery, you may have the right to reject the item and receive a refund. After 30 days, we will arrange a repair or replacement first, and if that is not possible, a refund may be offered.

9) Order Cancellations (Before Dispatch)

• You can cancel before dispatch for a full refund. If the order has already dispatched, please follow the return process.

10) Return Address

• The return address will be provided with your RMA authorisation. Returns sent without authorisation may not be processed.

11) Contact

• Email: support@outletdesign.shop

• If you have any questions about this policy or a specific order, please contact us and we’ll be happy to help.