Refund policy

30 days to change your mind

You have 30 days from the day your order is delivered to change your mind on anything unused. We count from delivery rather than from the day you ordered, because a parcel that spends four days in transit has not had a chance to be judged fairly.

Outdoor furniture is bulky, and a change of heart about a 70-pound patio set is not a failing on anyone's part. It is exactly why we give you a real window to decide rather than a nominal one.

What counts as unused

Unassembled, in its original packaging, with any tags, manuals and accessories still attached, and without marks, wear or damage beyond what you did to look at it. A piece you took apart to measure the doorway and then put back together carefully is fine. A piece that has been lived on, sat out in the sun for a season, or had a drink spilt on it is not.

Damaged, faulty or wrong items

If something arrives damaged, arrives faulty, or is not the item you ordered, we pay the return postage in full ourselves. No argument, no receipts to chase. Photograph any damage before you pack it up and email us your order number.

Every piece we sell carries a 3-year warranty. We are a retailer rather than the manufacturer, so a warranty claim means our own commitment to stand behind the item for three years, not a manufacturer's contract. If a piece fails in normal use within that window, contact us and we will repair, replace or refund it.

Who pays return postage

Being straight with you: for a change of mind on a bulky item, return shipping is yours to pay. Moving a pallet-sized parcel back across the country is genuinely expensive, and pretending otherwise would only surprise you at the post office. It is a real cost, so we would rather name it up front.

Where an item is damaged, faulty or simply wrong, that is on us, and we cover the postage in full.

Returns go to our returns department, which is a different address from our registered business address. We send you that address and the instructions for your specific item when you start a return, so you will never be guessing where a large parcel should go.

How to start a return

  1. Email contact-us@ikimsoft.shop with your order number and a line about what you would like to send back.
  2. We reply within one business day with the return address and the instructions for your item.
  3. Pack it as described above, include your order number inside the box, and send us the tracking number.
  4. Send us a photo of the parcel with the label showing, so we can match it to your refund.

We do not use a returns portal. There is a person on the other end of that email address, and for a bulky item that person is far more use to you than a form.

How long a refund takes

We inspect what comes back and issue your refund within 5 business days of it arriving at our returns department. Your bank or card provider then takes a further few days to show it on your statement, which is outside our control and is not a reason to hold anything up on our side.

We refund to the original payment method. If you paid with PayPal, the refund goes back to your PayPal account. If you paid by card, it goes back to that card.

Original shipping

Original outbound shipping is not refunded on a change-of-mind return. If the item was faulty, damaged or wrong, we refund the whole amount including the original shipping.

Exchanges

We do not process direct size exchanges. Start a return as above and place a new order for what you actually want, so you are not waiting on a return to find out whether the replacement is in stock. Given that most of our customers buy one substantial piece rather than several, that is usually the quicker route.

Chargebacks

If something has gone wrong, email us first. We would always rather sort it out with you directly than have a dispute raised with your bank, and a chargeback takes considerably longer to resolve for you as well as for us.