Refund policy

Last updated: 28 September 2026

At Idivan, we offer 60-day returns on all products, with free return collection throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland.

All Idivan products also come with a 5-year warranty covering manufacturing defects in materials and workmanship under normal household use.

This policy is provided in addition to your statutory rights and does not limit or replace them.

1. 60-Day Returns on All Products

You may request a return within 60 days of delivery, including for products made to order.

To arrange a return, contact hello@idivan.co.uk within this period.

For returns under our voluntary 60-day change-of-mind policy, products must be:

- Unused, apart from reasonable inspection.
- Clean and in a resaleable condition.
- Free from customer-caused stains, marks, odours, damage or alterations.
- Complete with the parts, fittings and accessories supplied.
- Securely packaged for safe transportation.

Please retain the original packaging where possible. If it is unavailable, contact us for guidance on suitable packaging.

These conditions do not restrict your statutory rights to inspect goods or seek a remedy for faulty, damaged, incorrect or misdescribed products.

2. Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 60 days of delivery.

This includes situations where you:

- No longer want the product.
- Ordered the wrong size, colour, fabric or configuration.
- Find that the product does not fit your room or cannot be brought into your home.
- Change your mind about your purchase.

Return collection is free throughout the UK, including Northern Ireland. No return or collection fees apply.

Products meeting the applicable return requirements qualify for a full refund of the product price paid.

3. Faulty, Damaged, Incorrect or Not as Described Items

If your product arrives damaged, is faulty, differs from your order or does not match its description, contact hello@idivan.co.uk as soon as possible.

Please provide your order number, a description of the issue and photographs or videos where possible.

We will assess the issue and provide the appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include replacement parts, a repair, a replacement product, a price reduction or a refund.

Where collection or a return is required, we will arrange it free of charge anywhere in the UK, including Northern Ireland.

You do not need to return a faulty product unused or in its original packaging to exercise your statutory rights.

4. Cancellations & Order Amendments

If you wish to cancel or amend your order before delivery, email hello@idivan.co.uk as soon as possible.

As our products are made to order, amendments may not always be possible once production has started. We will explain the available options and confirm any agreed changes by email.

Where statutory cancellation rights apply, you can cancel before delivery or within 14 days beginning the day after delivery. Starting production does not, by itself, remove those rights.

Certain genuinely personalised or made-to-measure products may be exempt from statutory change-of-mind cancellation rights. However, our voluntary 60-day returns offer remains available on all products, subject to this policy.

 5. How to Request a Return

Email hello@idivan.co.uk with:

- Your order number.
- Your full name.
- Your delivery address and postcode.
- The product or products you wish to return.
- Details of any fault or damage, with photographs where possible.

You may tell us why you wish to return an item, but you do not need to give a reason when exercising a statutory cancellation right.

Our team will provide return instructions and arrange free collection from your UK delivery address.

Please contact us before arranging your own courier so we can organise collection. Keep the product safe and reasonably protected while collection is being arranged.

If access or packaging presents a difficulty, let us know so we can discuss suitable arrangements.

 6. Refunds

Eligible returns will receive a full refund of the product price paid, subject only to any lawful deduction explained in Section 7.

Refunds will be made to the original payment method unless another method is expressly agreed.

We do not deduct return or collection charges from eligible UK refunds.

For returns under our voluntary 60-day policy, refunds are normally processed within 5 working days of receiving and inspecting the returned product.

Where you exercise a statutory cancellation right and we have offered to collect the product, we will refund you without undue delay and within 14 days of being notified of your cancellation. Collection or inspection arrangements will not extend any applicable statutory refund deadline.

Where required by law, we will also refund the original standard delivery charge. Any additional amount paid for a premium delivery service is refundable only where legally required.

Your bank or payment provider may take additional time to display the refund in your account.

7. Refund Deductions

Where permitted by law, a deduction may apply if the product’s value has been reduced by handling beyond what is reasonably necessary to inspect it.

Examples may include:

- Customer-caused damage, stains or odours.
- Missing components or accessories.
- Alterations or modifications.
- Damage caused by incorrect assembly, misuse or inadequate return packaging.

Any deduction will reflect the actual reduction in value and will be clearly explained.

We will not make a deduction for reasonable inspection or for a fault or damage for which we are responsible.

No return or collection fees apply to eligible UK returns.

8. Return Eligibility & Your Statutory Rights

We may decline a return under our voluntary 60-day policy where the product does not meet its eligibility requirements, or offer a reduced refund where appropriate.

This does not remove any separate legal right to cancel, return a product or receive a remedy.

The 60-day return period does not limit your rights concerning faulty, damaged, incorrect or misdescribed products. Those rights may continue beyond both the returns period and the warranty period.

 9. 5-Year Warranty on All Products

Every Idivan product comes with a 5-year warranty, covering manufacturing defects in materials and workmanship under normal household use.

If your product develops a fault, email hello@idivan.co.uk with:

- Your order number or other proof of purchase.
- A description of the fault.
- Photographs or videos where possible.

Our team will assess the issue and explain the next steps.

Full coverage details, terms and exclusions are set out in our Warranty Policy.

This warranty is provided in addition to your statutory rights. Your legal rights do not depend on making a warranty claim.

 10. Contact Us

For returns, refunds, cancellations or warranty enquiries, please contact:

Email: hello@idivan.co.uk

Address:
Idivan  
Unit 2 Holme Street  
Liversedge  
WF15 6JF  
United Kingdom

Opening hours:
Monday to Friday, 9:00 am–5:00 pm.