Refund policy
Returns & Refunds Policy
We want you to love your purchase from Baytana. If for any reason you’re not fully satisfied, you can return most items within 14 days of receipt.
Returns & Refunds
If you cancel your order after delivery for reasons other than faulty goods, return shipping costs must be covered by you.
Purchasing a new piece of furniture is a big decision, if you've changed your mind about keeping your purchase please advise us within 14 days from delivery date and keep the product in its original condition and unused. Our friendly team will help to exchange or refund your item, as long as it meets our terms and conditions explained on this page. Original condition means that you haven’t used the product and you’ve kept all original packaging and labels in good condition so that the product can be resold by us at full price.
Simply message our friendly customer support team through our “Contact Us” form. Please have your order number ready and reason for return and we will be able to support you. We regret that if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your order confirmation.
What can't be returned?
Products as described below can only be returned if they’re faulty or not as described:
Purchases received over 14 days ago.
- Items you’ve opened or unsealed, other than where necessary to inspect
- Items or packaging in poor condition
- Items without the original packaging
- Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products and they can therefore not be returned.
HOW YOU WILL BE REFUNDED
Returns will be collected by our partner courier within 10 working days from the date you submit your return request through our website. The item will then take up to 10 working days to be received into our returns centre where it will be inspected within 2-4 working days.
We will send you an email confirming that the inspection has been completed and your refund or exchange will be processed. If you have requested a refund, this will be processed in the same account used to create the order within 5 working days.
RETURNS COSTS
If the item is damaged or faulty, we will collect it for free.
If the item is not damaged or faulty, we charge a restock fee of £60.
We also charge a collection fee as mentioned below in addition to the initial cost of delivery to Baytana, this is also applicable to any items which are listed as Free UK Mainland Delivery:
‧ £30 - Small items, i.e. Dining chairs / Footstool
‧ £60 - Medium items, i.e. Panels / Accent Chairs / Lamp Tables
‧ £120 - Large items, i.e. Dining Tables / Coffee Tables / 2-Seater Sofas
‧ £180 - Extra Large items, i.e. Dining Sets / Sofas
Unwanted or Change of Mind Returns
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Items must be unused, unassembled, and in original packaging.
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Return shipping is normally paid by you (the customer) unless stated otherwise on the product page.
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Some large or made-to-order items may incur a restocking fee (specified on the product page).
To initiate a return, please contact our support team with your order number, product name, and reason for return.
Damaged or Faulty Items
If your item arrives damaged or becomes faulty under normal use:
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Contact us within 2 days of delivery with photo/video evidence.
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Our team will assess the issue and may offer:
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A replacement,
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A repair, or
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A full refund (depending on supplier policy).
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A replacement,
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Faulty electrical items may carry up to 12 months warranty, and non-electrical goods up to 6 months, unless stated otherwise.
Refund Process
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Refunds are issued to your original payment method once your return is received and inspected.
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Please allow up to 14 days for the refund to appear in your account.
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Shipping charges are non-refundable unless the return is due to damage or supplier error.
Exceptions
The following items are non-returnable or have special conditions:
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Custom-made or made-to-order products
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Assembled furniture or items not in original packaging
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Hygiene or personal care products (e.g., skincare, cosmetics, clothes)
Please check each product page for any exceptions or special return requirements.
1. You have up to 30 days from delivery to returns any goods from Baytana.co.uk
2. Contact our customer services team with details of why you want to return the goods.
3. We will get back to you with further instructions on how to return the goods or rectify your issue.
4. You send the product back to us.
5. Once we’ve received the goods and ensure all is in order, a refund will be processed within 14 days.
If any item is found to be damaged upon arrival, please contact us using the contact form or use our live chat within seven days. We will then assist and provide you the information required, along with ways we can resolve the issue at hand.
If an item has been incorrectly ordered or is no longer wanted and you are a consumer, you can exercise your 30-day “cooling off” rights. Please see the “cooling off” section of our terms and conditions for more information. If you’re not sure what to do, please get in touch using the contact us form or contact our Customer Service team on Live Chat. We will then assist and provide you with full details on resolving your issue.
If you are a consumer, you may have the legal right to cancel the contract (“cooling off”) within 30 days of receiving the goods. If so, you must send us a clear statement saying that you wish to cancel and then send the goods back to us at your expense within 14 days thereafter. Items should be returned to us unused and boxed as new and in the same manner as per received in the original packaging. If you'd like us to collect the item(s), please contact our customer service to arrange a collection (available only for UK Mainland). Please note that a collection fee will apply, which will be deducted from your refund. The exact cost will be provided when we schedule the collection with you. We will send you a refund for the returned goods less damage caused by unnecessary handling within 14 days of receiving the goods back or at least proof that you have sent them.
Refunds will be paid back via the original payment method and will take between 7-14 days to process and hit your account. You will be notified once we have received the item and it has been processed. If your refund has not been processed after four weeks of returning the item(s) please contact us.
If your item appears to be missing any parts, please contact us within 30 days of delivery on Live Chat or using the contact us form so we can assist you further in resolving the issue. When contacting us, please ensure you include the item name and code, along with the part you believe to be missing.
If the goods supplied are faulty, we can help you with the following options:
- Refund/partial refund/replacement parts/full replacement, within the first 30 days after the day on which the goods were delivered.
- Replacement parts/full replacement if available, after 30 days and within 12 months from delivery for electrical items and 6 months for non-electrical items.
For electrical goods within the first 12 months from delivery, and for all other goods within the first 6 months, we will assume that the fault was present at the time of delivery.
Kindly provide photographic or video evidence of the fault where applicable, and we will do our best to assist you.
If you wish to cancel an order before you accept delivery, please contact us as soon as possible on Live Chat. If it has not been dispatched we will cancel the order and refund the value of the item(s). However, due to our 24-48hour dispatch turn around, we cannot guarantee that your order won’t have been sent out by the time you contact us.
It may be possible to stop a delivery and return to sender directly with the courier in your online tracking portal.
If your order has been dispatched, please refuse delivery, If you haven’t refused delivery and are a consumer, you may still have the right to return the goods in return for a refund. See above under “Unwanted Goods”.
At times, we may be unable to fulfil an order due to product quantities, errors in product information or problems with payment and as a result, we must cancel the order. In some circumstances we may require additional verification information before accepting an order. We will be in contact if any of the mentioned circumstances arise.
If we notice an unusual pattern of returns activity that is far out of the ordinary or if we have reasonable suspicion of abuse and fraud on the part of the customer or trader, we reserve the right to reject the order with reference to this ‘Fair use’ clause.
Grounds for rejection will be based on several non-discriminatory criteria. This includes but isn’t limited to:
- Excessive frequency of returns in relation to order frequency
- Consistent alleged missing or faulty parts/goods
- Using false or fraudulent identity
When we identify a customer that has systematically and consistently exhibit this behaviour, we will evaluate on a case-by-case basis whether the customer’s order should be cancelled and we reserve the right to refuse to enter into contract with the customer in question and/or pause the customers ability to buy from baytana.co.uk either temporary or indefinitely.
The order is accepted and a binding legal contract is formed when we send a dispatch email and this clause does not prevent customers from returning goods purchased.