Refund policy

We want every piece you bring into your home to feel like the right choice. If something isn't quite what you expected, we're here to help.

At Dovescape, you have 30 days from the date your order is delivered to request a return under our voluntary return policy.

This policy is in addition to any consumer rights that apply to your purchase.

What can be returned

To qualify for a return under our 30-day policy, your item must be:

  • Unused, uninstalled, and in the same condition you received it.

  • Returned with its original packaging, accessories, manuals, and included parts.

  • Free from damage or alterations after delivery.

  • Accompanied by your order number or proof of purchase.

For lighting and electrical products, please check the size, finish, and specifications before installation. Items that have been installed, modified, or used beyond reasonable inspection may not qualify for a change-of-mind return.

These conditions do not limit your legal rights if an item is faulty, damaged, or not as described.

How to start a return

Simply email care@dovescape.com within 30 days of delivery.

Please include:

  • Your order number.

  • The item you'd like to return.

  • A brief explanation of your request.

  • Photos, if the item arrived damaged or there is a product issue.

We'll review your request and send you the appropriate return instructions, including the return destination.

Please contact us before sending your item back. Return destinations may vary depending on the product and fulfillment location.

For ordinary change-of-mind returns, customers are responsible for return postage. We'll explain the applicable return arrangements before you send your parcel.

If your item arrived faulty, damaged, or incorrect, we'll cover the reasonable return shipping costs where a return is required.

Need a hand? Email care@dovescape.com and we'll help you through the process.

Damaged, defective, or incorrect items

Please take a look at your order when it arrives.

If something is damaged, isn't working properly, or is different from what you ordered, contact us at care@dovescape.com as soon as you notice the issue.

Include your order number and a few clear photos or a short video showing the problem, where practical.

We'll review the details and work with you to arrange an appropriate solution, which may include a replacement, repair, or refund depending on the circumstances and your applicable consumer rights.

You won't be responsible for return shipping costs when we're correcting a faulty, damaged, or incorrect order.

Items that aren't eligible for change-of-mind returns

Under our voluntary 30-day policy, we generally cannot accept returns for:

  • Gift cards.

  • Custom-made or personalized products.

  • Products that have been installed, altered, or damaged after delivery.

  • Items missing essential parts or accessories, where this prevents resale.

These exclusions apply to change-of-mind returns and do not override any legal rights that apply to faulty, damaged, or misdescribed products.

If you're unsure whether an item is eligible for return, you're always welcome to ask us before ordering.

Exchanges

Sometimes a different size, finish, color, or style is all you need.

If you'd prefer to exchange an item, email care@dovescape.com within 30 days of delivery with your order number and the replacement you'd like.

We'll check availability and let you know what options are possible.

Please keep in mind:

  • Exchanges are subject to product availability.

  • Your original item must meet the applicable return conditions.

  • Any difference in product price will be confirmed before proceeding.

  • Any applicable exchange shipping costs will be explained in advance.

If your preferred replacement isn't available, we'll help you arrange an eligible return and refund instead.

For faulty, damaged, or incorrect items, we'll provide an appropriate solution in line with your consumer rights, without charging you to correct our mistake.

Refunds

Once your returned item has arrived and been inspected, we'll email you with an update.

If your refund is approved, we'll issue it to your original payment method within 10 business days, unless a shorter period is required by applicable law.

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

For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless applicable law requires otherwise.

If more than 15 business days have passed since your refund was approved and you haven't received it, please email care@dovescape.com. We'll be happy to look into it.

Order cancellations

Changed your mind shortly after placing an order?

Email us at care@dovescape.com as soon as possible with your order number.

We'll check whether your order can still be canceled before dispatch. Once an order has entered shipping or fulfillment, cancellation may no longer be possible through the normal order process.

If your order has already shipped, you may still be eligible for a return under this policy or any applicable cancellation rights.

UK Statutory Cancellation Rights

If you are purchasing as a UK consumer and statutory distance-selling cancellation rights apply, you generally have 14 days after receiving your goods to cancel an eligible online purchase without giving a reason.

After notifying us of cancellation, you generally have a further 14 days to return the goods.

To exercise this right, email care@dovescape.com with your order number and a clear statement that you wish to cancel.

You do not need our approval to exercise a statutory right of cancellation.

Where required by law, we'll refund the eligible purchase amount, including standard outbound delivery charges, within 14 days of receiving the returned goods or evidence that you've sent them back, whichever is earlier.

Customers may be responsible for direct return costs where permitted by law and properly disclosed before purchase.

Certain products, including qualifying personalized or made-to-order goods, may be excluded from the statutory cancellation right.

Nothing in this policy limits your statutory rights if an item is faulty, damaged, or not as described.

We're here to help

Whether you're checking if a product is returnable, arranging an exchange, or waiting for a refund, you can always reach us at care@dovescape.com.

We want you to feel comfortable shopping with Dovescape, and that includes knowing where to turn when something doesn't go as planned.