Refund policy

Return, Refund & Right of Withdrawal Policy

Effective date: 12 June 2026

1. Overview

At Namie Home we want you to be completely happy with your purchase. This policy explains your right to cancel (the “right of withdrawal”), how to exercise it, and how returns and refunds work. This policy is offered in addition to your statutory rights and does not affect them.

2. Your right of withdrawal (UK and EU/EEA consumers)

If you are a consumer in the UK or the EU/EEA, you have 14 days to withdraw from your order without giving a reason. This period runs from the day you (or someone you nominate, other than the carrier) receive the goods — or, for orders delivered in several parcels, from the day you receive the last item. After notifying us, you then have a further 14 days to send the goods back. Business and trade (B2B) orders, and made-to-order or personalised items, are not covered by this right (see Section 6).

3. How to withdraw or start a return

Use our online withdrawal form at https://namiehome.com/pages/withdrawal-form. Confirm your name and order reference, then confirm your withdrawal — you’ll receive an acknowledgement by email straight away, along with your return instructions. You can also contact us at customer-support@namiehome.co.uk. A clear statement (for example, “I withdraw from order #1234”) is enough; you don’t need to give a reason.

4. Condition of goods and packaging

You’re entitled to examine and handle items as you would in a shop, to check their nature and that they work — opening or unwrapping an item will never, on its own, cost you your refund. We may, however, reduce your refund to reflect any loss in value caused by handling an item beyond what’s necessary to check it.

Because our glass products are fragile, you are responsible for packing returns carefully so they arrive undamaged, and we may reduce or decline a refund where an item is damaged in return transit due to inadequate packing. Please re-pack using the materials provided: keep the bottle neck away from the edge of the box where possible, wrap the bottle first in the white tissue paper, then in the brown hive wrap, and keep pumps separate using the brown packaging paper. If an item arrives back damaged, we’ll photograph the damage, which you can request.

5. Return shipping and refunds

Return shipping:

  • UK: we provide free return shipping.
  • EU/EEA: you arrange and pay for return shipping.
  • All other countries: you arrange and pay for return shipping using your own tracked service.

Refund of original delivery charges:

  • UK and EU/EEA: we refund any delivery charge you paid, up to our standard delivery rate. If your order qualified for free shipping, no delivery charge was paid and so none is refunded.
  • All other countries: original delivery charges are non-refundable, unless the law of your country requires otherwise.

We refund the price of the returned item(s) plus any refundable delivery charge within 14 days of being notified of your withdrawal. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever is earlier. Refunds are made to your original payment method, and you won’t incur any fee for the refund itself.

6. Made-to-order, personalised and business orders

Items made to your specification or clearly personalised for you (typically bespoke or trade orders) cannot be returned under the right of withdrawal, as they can’t be resold — unless the item is faulty or not as described. Orders placed by businesses or trade accounts are not consumer contracts; the right of withdrawal does not apply, and returns are handled under your trade account terms.

7. Faulty, damaged or incorrect items

Separately from the right of withdrawal, if an item is faulty, arrives damaged, or is not as described, you’re entitled to a repair, replacement or refund under consumer law, and we cover the cost of return. Please contact us with your order reference and photos so we can put it right.

8. Exchanges

We don’t offer formal exchanges — please place a new order and return the original for a refund. We can sometimes arrange a simpler solution, so do get in touch and we’ll help where we can.

9. Contact

Namie Home Ltd
Unit 17, Loomer Road Industrial Estate, Newcastle-under-Lyme, ST5 7LB, United Kingdom
Email: customer-support@namiehome.co.uk