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Refund policy

At Studio London, we bring happiness to your home, the responsible way. We encourage customers to review product specifications carefully before ordering and are always happy to assist with measurements or material queries prior to purchase.

This policy outlines the terms under which returns and claims are handled for orders delivered within the United States. It is incorporated into our Terms and Conditions of Sale.

To initiate a return or claim, please contact us at support@studiolondondesign.com or via the contact form at studiolondondesign.com/contact.

1. Return Window

Returns may be requested within thirty (30) days of delivery, as confirmed by the carrier's delivery record. Requests made outside this period cannot be accepted.

Nothing in this policy limits any longer period you may have under applicable law, including state implied warranty laws.

2. Return Authorization

All returns must be approved in advance. Customers must contact Studio London at support@studiolondondesign.com to obtain a Return Authorization (RA) prior to arranging pickup or shipment. Items returned without authorization may be refused.

We aim to issue RAs within two (2) business days. The RA email will include the return shipping address (or arrange pickup, where applicable) and any specific instructions for your order.

3. Condition Requirements

To be eligible for return, items must:

  • be unused and in like-new condition;

  • be returned in original packaging; and

  • include all hardware, components, and documentation.

All returned items are inspected upon receipt. If a product shows signs of use, assembly wear, damage, staining, odor, or modification, Studio London reserves the right to decline the return or apply a reasonable deduction to the refund.

4. Original Packaging

Original packaging is required to ensure safe transit.

If packaging has been discarded:

  • Studio London can arrange replacement packaging through our designated carrier, with costs disclosed to you in advance;

  • the cost of replacement packaging will be deducted from the refund.

Returns shipped without appropriate packaging may be refused due to risk of damage in transit.

5. Change-of-Mind Returns

If a return is requested for reasons other than damage or manufacturing defect (including change of preference, incorrect selection, or suitability), the following applies:

  • Original outbound shipping fees are non-refundable.

  • Return shipping costs will be deducted from the refund.

  • A restocking fee of fifteen percent (15%) of the product purchase price will be deducted from the refund.

  • Any replacement packaging fees (if applicable) will also be deducted.

Refund Calculation:

Product purchase price

minus outbound shipping

minus return shipping

minus 15% restocking fee

minus any repackaging costs

Expedited delivery, white glove service, or special handling charges are non-refundable. This structure reflects the substantial handling and freight costs associated with large furniture items.

6. Damaged or Defective Items

Customers should inspect items promptly upon delivery. For white glove deliveries, please notate any damage to cartons, property, or the product on the proof of delivery (POD) before signing, and photograph the damage.

If an item arrives damaged or with a manufacturing defect:

  • Report visible transit damage within forty-eight (48) hours of delivery where possible (to preserve our ability to pursue a carrier claim), and in any event within seven (7) calendar days for damage-specific claims.

  • For non-transit manufacturing defects, notification must be provided within thirty (30) calendar days of delivery.

  • Claims must include: a clear written description of the issue, photographic evidence of the damage or defect, and photographs of packaging where relevant.

Depending on the nature of the issue, Studio London may:

  • provide replacement parts;

  • replace the item;

  • offer a partial refund; or

  • arrange pickup and a full refund.

The above timeframes do not limit any longer period you may have under applicable state law (including implied warranty statutes such as the California Song-Beverly Consumer Warranty Act).

7. Pickup and Return Transit

Where pickup is required, Studio London will arrange return transport through a designated carrier. Risk of loss during return transit remains with Studio London once the item has been handed to the designated carrier; however, you are responsible for ensuring the item is appropriately packaged prior to pickup.

For customer-arranged return shipping, risk of loss during return transit remains with you until the item has been received and inspected at our facility.

8. Refund Timing

Approved refunds will be issued to the original payment method after inspection of the returned item. Please allow:

  • 7-10 business days following receipt for processing; and

  • additional time for your financial institution to reflect the credit.

9. Non-Returnable Items

The following items are not eligible for return:

  • custom or made-to-order products;

  • clearance or final sale items;

  • items marked "Final Sale" at the time of purchase (clearly disclosed on the product page and at checkout); and

  • products not meeting the return condition standards in Section 3.

These exclusions do not apply where the item is damaged, defective, or non-conforming, or where a longer right exists under applicable law.

10. Refusal of Delivery

Refusal of delivery does not void the terms of this policy.

If delivery is refused for reasons other than verified transit damage or carrier error, outbound shipping, return freight, and the 15% restocking fee will apply.

11. Lost or Stolen Packages

If a package is marked as delivered but you have not received it, please contact us at support@studiolondondesign.com within seven (7) days of the marked delivery date. We will work with the carrier to investigate.

You may also be asked to file a police report and/or a claim with the carrier. We will make commercially reasonable efforts to resolve lost or stolen deliveries in good faith.

12. California Residents

This Returns and Claims Policy is made available to you before purchase and complies with the disclosure requirements of California Civil Code §1723. California consumers retain all rights under the Song-Beverly Consumer Warranty Act and any other applicable California consumer-protection law, including implied warranties of merchantability and fitness for a particular purpose.

13. Statutory Rights

This policy does not limit any rights you may have under applicable consumer protection laws, including federal law and state implied warranty laws. Where a conflict exists between this policy and applicable law, the law prevails.

14. Contact

Studio London Design, LLC

Attn: Customer Service

1021 E Lincolnway #9931

Cheyenne, WY 82001

Email: support@studiolondondesign.com