Returns & Refunds Policy

At Inside House, we want you to feel happy and confident with your purchase. If something is not quite right, please get in touch and we’ll do our best to help.

Change of Mind Returns

You can return most items within 28 days of receiving your order, provided they are unused, in their original condition and, where possible, in the original packaging.

Please include your order number or proof of purchase with your return so we can process it quickly.

For online orders, you also have a legal right to cancel your order within 14 days of receiving it. Once you have told us you wish to cancel, you then have a further 14 days to return the item to us.

How to Start a Return

Please contact us before sending anything back so we can confirm the best return address and next steps.

Email: info@insidehouse.com
Or visit us in store:
Inside House
198a Dalkeith Road
Edinburgh
EH16 5DT

+447832370101

Some larger, fragile or supplier-dispatched items may need to be returned to a specific address, so please wait for our instructions before posting your item.

Return Condition

Returned items should be:

• Unused and in a resaleable condition
• In their original packaging where possible
• Complete with any labels, parts, instructions or accessories
• Safely packed for return, especially fragile items, lighting, mirrors and furniture

We may be unable to offer a full refund if an item has been used, damaged after delivery, assembled, marked, altered, or returned without suitable packaging.

Return Costs

For change of mind returns, the cost of return postage or courier collection is the customer’s responsibility.

We recommend using a tracked or insured service, as returned items remain your responsibility until they arrive safely with us.

If your item is faulty, damaged, or we have sent the wrong item, we will cover the reasonable return cost or arrange a suitable return method.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible so we can put things right.

Please include:

• Your order number
• A short description of the issue
• Clear photos of the item and packaging, where relevant

Depending on the situation, we may offer a replacement, repair, exchange or refund. This does not affect your statutory rights.

Items We Cannot Usually Accept Back

Unless faulty, we are unable to accept returns for:

• Personalised, bespoke or made-to-order items
• Sealed hygiene products, such as soaps or bath/body products, once opened
• Items that have been used, assembled, altered or damaged after delivery
• Gift cards, if applicable
• Items clearly marked as non-returnable before purchase

Refunds

Once we receive and check your return, we will let you know when your refund has been approved.

Approved refunds will be made to the original payment method within 14 days of receiving the returned item.

For cancelled online orders within the legal cancellation period, we will also refund the standard delivery charge you paid, if applicable. Upgrade delivery charges and return postage are not refunded unless the item is faulty, damaged or incorrect.

Please allow a little extra time for your bank or payment provider to show the refund in your account.

Exchanges

We’re happy to help with exchanges where stock is available. If the replacement item costs more or less than the original, we’ll arrange the balance with you before sending it out.

For online orders, the quickest option may be to place a new order and return the unwanted item for a refund.

In-Store Purchases

Items bought in store can be returned within 28 days with proof of purchase, provided they are unused and in resaleable condition.

Please take care to check larger furniture, lighting and fragile items before taking them away. If you later discover a fault, contact us and we’ll help you find the best solution.

Your Statutory Rights

This policy is in addition to your legal rights. Your statutory rights are not affected.