Refund policy
Returns
Frequently Asked Questions
How long do I have to return an item?
You have 30 days from the date you receive your item to request a return under our voluntary returns policy.
UK customers also have a legal right to cancel within 14 days of delivery under the Consumer Contracts Regulations.
How do I start a return?
To request a return, please email us at contact@ergoheights.com with:
Your order number
The item(s) you wish to return
The reason for return
We will review your request and provide return instructions if approved.
Are returns free?
No. Return shipping is not free, particularly for bulky or heavy items such as furniture.
Customers are responsible for return shipping costs
Return costs may be paid directly by you or deducted from your refund if we arrange the return
Return costs will be confirmed before your return is approved.
What condition must the item be in?
Returned items must be:
Unused
In the same condition as received
In the original packaging
Suitable for resale
Items showing signs of use, damage, or improper packaging may be refused or refunded at a reduced amount.
Can I return assembled furniture?
Furniture that has been assembled, used, or shows signs of wear may not be eligible for return.
Please contact us before requesting a return if your item has been assembled.
What if my item is damaged or faulty?
Please inspect your order upon delivery.
If your item arrives damaged, faulty, or incorrect, contact us immediately at contact@ergoheights.com with photos where possible.
In these cases:
We will cover return shipping costs
You will be offered a repair, replacement, or refund, in line with UK consumer law
Do you offer exchanges?
We do not offer direct exchanges.
To receive a different item, please return your original item (subject to approval) and place a new order separately.
When will I receive my refund?
Once your return is received and inspected:
Approved refunds are issued to the original payment method
Refunds are processed within 10 business days
Your bank or card provider may take additional time to post the refund
If more than 15 business days have passed since approval, please contact us.
Who can I contact for help?
For all returns, refunds, or questions, please email: 📧 contact@ergoheights.com