This Policy explains how change-of-mind returns, faulty or incorrect Products, collections and refunds are handled. It should be read with our Terms & Conditions of Sale, Delivery Policy and, where relevant, Warranty Policy. Your statutory rights are

Returns & Refunds Policy

Need to return something? We're here to help. The fastest and simplest way to arrange a return is by completing our dedicated online form - it takes just a few minutes and gets your request directly to the right team, without any delay.

<p>Need to return or exchange something? We&apos;re here to help. The <strong>fastest and simplest way</strong> to arrange a return/exchange is by completing our dedicated online form &#x2014; it takes just a few minutes and gets your request directly to the right team, without any delay.</p><div class="article-preview"><div style="color:#1a1a1a;font-size:15px;line-height:1.7;max-width:720px;"><div style="margin:0 0 16px;"><a href="https://www.harbourlifestyle.co.uk/pages/return-an-item" target="_blank" rel="noopener noreferrer" style="display:inline-block;background:#F0D2D1;color:#1a1a1a;text-decoration:none;padding:8px 20px;border-radius:50px;font-size:12px;font-weight:600;">Submit your return request</a></div><p style="margin:0 0 24px;">All return requests are subject to our <a href="https://www.harbourlifestyle.co.uk/policies/refund-policy" style="color:#1a1a1a;font-weight:700;text-decoration:underline;">Returns Policy</a>. Please review this before submitting your request.</p><h2 style="font-size:18px;font-weight:700;color:#1a1a1a;border-bottom:1px solid #e0e0e0;padding-bottom:8px;margin:28px 0 14px;" id="what-happens-after-you-submit-the-form">What happens after you submit the form?</h2><ol style="margin:0 0 16px;padding-left:22px;"><li style="margin-bottom:8px;"><strong>Review &amp; resolution within 2 working days</strong> &#x2014; A member of our team will review your case and identify the best resolution option for you.</li><li style="margin-bottom:8px;"><strong>We may be in touch</strong> &#x2014; If we need further information, we&apos;ll contact you via your preferred contact method. This may include a request for video footage to help us further diagnose the issue.</li><li style="margin-bottom:8px;"><strong>Collection arranged if needed</strong> &#x2014; Where we&apos;ve arranged an exchange and collection, one of our delivery partners will contact you directly to schedule a convenient time.</li></ol><p style="margin:0 0 24px;">We take great pride in our products and customer experience. Where things have fallen short, we will take full ownership to put them right.</p><h2 style="font-size:18px;font-weight:700;color:#1a1a1a;border-bottom:1px solid #e0e0e0;padding-bottom:8px;margin:28px 0 14px;" id="why-use-the-form">Why use the form?</h2><p style="margin:0 0 16px;">Using the return or exchange form is the <strong>quickest and most direct route</strong> to our customer service team. Your request is logged immediately and routed to the right person &#x2014; no waiting on hold, no back-and-forth emails needed.</p><div style="margin:0 0 24px;"><a href="https://www.harbourlifestyle.co.uk/pages/return-an-item" target="_blank" rel="noopener noreferrer" style="display:inline-block;background:#F0D2D1;color:#1a1a1a;text-decoration:none;padding:8px 20px;border-radius:50px;font-size:12px;font-weight:600;">Get started now</a></div></div></div>

Request a Return or Exchange

We're sorry to hear you've experienced an issue with your item. The fastest and simplest way to report a fault and get it resolved is by completing our dedicated online form.

<p>We&apos;re sorry to hear you&apos;ve experienced an issue with your item. The <strong>fastest and simplest way</strong> to report a fault and get it resolved is by completing our dedicated online form. Submitting the form gets your case straight to our team so we can find the most practical solution as quickly as possible.</p><div class="article-preview"><div style="color:#1a1a1a;font-size:15px;line-height:1.7;max-width:720px;"><div style="margin:0 0 24px;"><a href="https://www.harbourlifestyle.co.uk/pages/report-faulty-item" target="_blank" rel="noopener noreferrer" style="display:inline-block;background:#F0D2D1;color:#1a1a1a;text-decoration:none;padding:8px 20px;border-radius:50px;font-size:12px;font-weight:600;">Report your faulty item</a></div><h2 style="font-size:18px;font-weight:700;color:#1a1a1a;border-bottom:1px solid #e0e0e0;padding-bottom:8px;margin:28px 0 14px;" id="what-happens-after-you-submit-the-form">What happens after you submit the form?</h2><ol style="margin:0 0 16px;padding-left:22px;"><li style="margin-bottom:8px;"><strong>Review &amp; resolution within 2 working days</strong> &#x2014; A member of our team will review your case and identify the most practical resolution option for you.</li><li style="margin-bottom:8px;"><strong>We may be in touch</strong> &#x2014; If we need further information, we&apos;ll contact you via your preferred contact method. This may include a request for video footage to help us further diagnose the issue.</li><li style="margin-bottom:8px;"><strong>Resolution options</strong>&#x2014; Depending on the nature of the fault, we will:<ul style="margin:8px 0 0;padding-left:22px;"><li style="margin-bottom:8px;">Provide clear instructions, images, or videos if the issue can be easily resolved at home</li><li style="margin-bottom:8px;">Send a replacement part or item as quickly as possible if needed</li><li style="margin-bottom:8px;">Arrange a collection and redelivery if the item needs to be swapped</li></ul></li></ol><p style="margin:0 0 24px;">We take great pride in our products and customer experience. Where our products have fallen short, we will take full ownership to put things right.</p><h2 style="font-size:18px;font-weight:700;color:#1a1a1a;border-bottom:1px solid #e0e0e0;padding-bottom:8px;margin:28px 0 14px;" id="why-use-the-form">Why use the form?</h2><p style="margin:0 0 16px;">The fault report form is the <strong>fastest way to reach our team</strong> and begin the resolution process. It ensures all the right information is captured upfront, so we can act quickly without unnecessary delays.</p><div style="margin:0 0 24px;"><a href="https://www.harbourlifestyle.co.uk/pages/report-faulty-item" target="_blank" rel="noopener noreferrer" style="display:inline-block;background:#F0D2D1;color:#1a1a1a;text-decoration:none;padding:8px 20px;border-radius:50px;font-size:12px;font-weight:600;">Report your faulty item</a></div></div></div>

Report a faulty item

Use our live chat to contact one of our Customer Service representatives.

Contact our Customer Services team via email. We will get back to you within 48 hours (not including weekends or bank holidays).

Get in touch with our dedicated Customer Services team. Our call centre is open from Monday to Friday 10am - 4pm.

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Harbour Lifestyle

Get help with returns, refunds, and missing items. Follow our simple guides to manage your returns and report issues with your Harbour Lifestyle order.

Refunds, Returns, and Missing Items | Harbour Lifestyle Help Centre

Refunds, Returns & Missing Items