Returns & Exchanges
We hope that you’re happy with your purchase from Utility, but should you wish to return an item* either because of a change of mind or due to an issue with the product we’ll try to make the returns process as straightforward as possible.
If you've changed your mind about keeping your purchase, please return it within 30 days in its original condition with proof of purchase.
* Please note: A full list of terms & conditions relating to returns can be found in section 6 “Consumer Cooling-off Period” here.
Returns Policy
The customer has the right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying Utility within 14 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original packaging. If your items were delivered on a pallet, please keep it for a potential return.
Please see below for more detailed terms regarding cases in which there is no right of return.
Registering your return
As per your consumer rights, you are able to return or exchange any product* within 30 days of delivery. However, you must register your wish to return an item within 14 days. To do so, email [email protected] and include the following information:
- Full name
- Delivery address
- Order number
- Contact details
- Reason for you return
Our customer service team will respond with details on how to proceed.
What can't be returned?
These products can only be returned if they’re faulty or not as described.
- Purchases received over 30 days ago
- Items you’ve opened or unsealed, other than where necessary to inspect
- Items without the original packaging or labels
- Items or packaging in poor condition
- Earrings, lip balm and other unsealed cosmetics
- Custom-made products which are ordered from the manufacturer according to the customer's wishes.
- Custom-cut items (including fabrics and replacement webbing).
In the case of textile and hygiene products, such as bean bag chairs, towels, bedding or rugs, we only accept returned products if they have been handled with great care. Cosmetics must be unused and their seals unbroken.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.
Refunds
Your refund will be processed within 48 hours of the item(s) being received at our warehouse, at which time the funds will leave our bank account. It may take up to 14 days for the funds to reach your original payment method, depending on your bank / card issuer.
We may (at our discretion) reduce your refund of the price to reflect any reduction in the value of the goods. For more information, please visit sections 6.6 - 6.9 of our terms & conditions.