Refund policy

Last updated: 23 September 2026

We want everything you bring home from Andra Home to feel like it belongs there. If something doesn't work out, this page explains how cancellations, returns and refunds work, and what your rights are as a UK customer.

Your statutory rights

This policy sits alongside, and does not affect, your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Everything we sell must be of satisfactory quality, fit for purpose and as described.

If an item is faulty or not as described, you can reject it for a full refund within 30 days of delivery. After that, you're entitled to a repair or replacement, and if that isn't possible or doesn't solve the problem, a price reduction or refund.

Your 14-day right to cancel

Because you're buying online, you can cancel your order for any reason at any point from placing it until 14 days after the day you receive your goods. If your order arrives in separate parcels, the 14 days run from the day the last parcel arrives.

To cancel, simply let us know clearly by email, or use the model cancellation form at the end of this page. Once you've told us, you have a further 14 days to send the goods back.

Our 30-day returns window

As well as your legal right to cancel, we accept change-of-mind returns for up to 30 days from delivery. For returns made after the first 14 days, items should be unused, not assembled or installed, and sent back in their original packaging.

Condition of returned items

You're welcome to handle and inspect your items as you would in a shop. If something comes back with its value reduced by more than that — for example, it has been assembled beyond what was needed to check it, used outdoors, installed, marked or scuffed — we may reduce your refund to reflect the loss in value.

How to return an item

  1. Email support@andrahome.com within 30 days of delivery
  2. Include your order number, the item(s) you're returning and, if you'd like to, the reason for the return
  3. We'll reply with the return address and step-by-step instructions
  4. Pack the item securely, ideally in its original packaging, and keep your proof of postage

Please wait for our instructions before posting anything, so your parcel reaches the right facility and can be matched to your order without delay.

Where returns are sent

Andra Home is operated by ECOM LUCKY LIMITED, a company registered in England. Our products are fulfilled through logistics partners and warehouses, so the address items are dispatched from — and the address returns go back to — may differ from our registered office.

Once your return is confirmed, we'll give you the correct return address. Please don't send items to our registered address in Loughton unless our team specifically asks you to.

Return postage costs

  • Faulty, damaged, incorrect or not as described: We cover the cost of the return in full, either with a prepaid label or by reimbursing your postage.
  • Change of mind: This includes cancellations within 14 days and returns within our 30-day window. You pay the direct cost of sending the item back, and this cost is not refunded.

Some larger pieces, such as garden furniture, may be too big to send by standard post. If that applies to your item, we'll tell you the likely return cost when you contact us.

Refunds

When your return arrives, we'll inspect it and email you to confirm the outcome. Approved refunds are processed within 7 business days to your original payment method.

If you're cancelling under your 14-day right, your refund will be issued no later than 14 days after we receive the goods back, or after you show us proof that you've sent them — whichever happens first. Standard UK delivery is always free, so there's no outbound delivery charge to refund.

Your bank or card provider may take a few extra days to show the refund on your account.

Exchanges

Would you prefer a different colour, finish or size of item? The quickest way is to return the original as normal and place a new order for the one you'd like.

Items that can't be returned for change of mind

Unless they're faulty or not as described, the following can't be cancelled or returned simply because you've changed your mind:

  • Items made to your specifications or clearly personalised
  • Items sealed for health or hygiene reasons, such as pillows, duvets and cushion inserts, once the seal has been broken after delivery
  • Live plants, bulbs, seeds and other goods that deteriorate quickly

Sale and clearance items can still be cancelled within the 14-day period like any other order, but they aren't covered by our extended 30-day returns window.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or not what you ordered, please let us know within 48 hours of delivery where possible, with clear photos of the item and its packaging. This helps us raise a claim with the courier and sort things out quickly. Reporting a problem later does not affect your statutory rights.

Cancelling before dispatch

To stop an order before it leaves the warehouse, email us within 12 hours of ordering. If it has already been dispatched, you can still cancel under your 14-day right by following the return steps above.

Model cancellation form

You're not required to use this form, but you're welcome to copy it into an email to support@andrahome.com:

To: Andra Home (ECOM LUCKY LIMITED), 75 Bushfields, Loughton, England, IG10 3JR, United Kingdom — support@andrahome.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

Contact information

Have a question, or need a hand with an order? Our team is happy to help:

Store name: Andra Home
Company: ECOM LUCKY LIMITED
Company number: 14963017 (registered in England and Wales)
Registered address: 75 Bushfields, Loughton, England, IG10 3JR, United Kingdom

Email: support@andrahome.com
Contact form: Contact page

Customer service hours (UK time)

Monday to Friday: 9:00am – 5:30pm
Saturday and Sunday: 10:00am – 3:00pm

We aim to reply to every message within 24 hours.

Thank you for shopping with Andra Home.