Returns Policy

 

We want you to be completed satisfied with your purchase from Voyage Maison, but we understand that there may be a reason that you may want to return an item. You are welcome to send it back to us within 14 days, subject to the following conditions:

Goods must be returned, unused, unassembled and in a resalable condition. It must be in its original condition and packaging for a full refund, excluding delivery costs.

If your original packaging was damaged and needing replaced, please contact Voyageshop@voyfab.co.uk before returning. Please do not affix labels to boxes, labels must go onto an outer bag so the boxes are not damaged. If you require an outer bag, please contact us.

Voyage Maison reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product.

Fragile products being returned must be appropriately or substantially packaged to avoid the risk of returns being damaged during transit. Whilst we have a responsibility to properly package your items for delivery, our customers also have a similar responsibility to ensure items are properly packaged for return transit.

Please read the following before initiating a return request

Returns Process and Information

Your UK consumer rights are protected

We do not operate a free returns policy unless the product has been damaged in transit, develops a manufacturing fault, or does not match your order 

Before returning your goods, you must contact us beforehand to receive authorisation from us. You should quote the reference number, given to you by our Customer Services team, in future correspondence with us

If any product is received by you is damaged, we must receive photographic or video evidence (including shots of the packaging before we are able to provide a return approval authorisation. Please email your proof of damage to voyageshop@voyfab.co.uk

On requesting a product to be returned, you will need to provide us with basic details such as

Your name

Order number

Email address

The reason for the return

Once the returns request has been reviewed, you will be contacted by email with information on the next steps

Return carriage costs are to be paid for by the customer. If we are found to have been responsible for a return, we will refund the cost (subject to Royal Mail pricing) 

If you do not have the original outer packaging, please state this in your returns request. Arrangements can be made to send you a replacement outer shell to reduce the risk of damage in transit and protect your refund status – please email voyageshop@voyfab.co.uk to make this request.

Your Right To Refund and Our Rights

Goods received without a returns authorisation email may not be processed for refund

The goods remain your responsibility until received by Voyage Maison

Please retain and use the original outer packaging particularly on fragile items that may need to be returned. We use a double layered box that helps to prevent damage in transit. If you do not have the original outer packaging, please state this on your returns request. Arrangements can be made to send a replacement outer shell to you to reduce the risk of damage in transit

If we determine that your product has not been returned to us in a fully re-saleable condition in its original packaging, we reserve the right to refuse to refund the cost of the item or only issue a part-refund and you may still be charged for return costs

We document the condition that packages and goods are received by us in the event of any dispute

We aim to process all agreed refunds within 14 days of receipt

We will refund you directly to your original method of payment within 3 - 5 working days. Your bank may take additional time to process the refund into your account

Returns exclusions

The following items are always excluded from our returns policy:

Wallpaper - All wallpaper is available by the metre, printed to order and therefore please check you are happy with the quality of your order before you cut. Ideally, we advise all customers to order a sample in the first instance

Made to order items - Once a custom-made product is in production it cannot be changed, cancelled or returned

Fabric Remnants are Non-Returnable - Clearance fabric is the last remaining cut of fabric from a roll and is therefore non-returnable

Ex-Display / Sample Items are non-returnable

If we decide that a refund cannot be processed, you will be contacted by our customer service team. 

Products should be returned in their original packing where possible. Once received, they will be reviewed by our customer service team to ensure they meet the acceptance criteria in accordance with our returns policy.

Our policies do not affect our statutory rights.

To proceed with a return, please initially email us at voyageshop@voyfab.co.uk

Returning Faulty or Incorrect Items

If the item you received is damaged, incorrect or becomes faulty please email us at voyageshop@voyfab.co.uk and our customer service team will advise on what to do next

Please retain the original outer packaging particularly on fragile items that need to be returned. This is a double layered box that will help to prevent damage in transit. If you no longer have this or it has been damaged, please notify us by email and arrangements can be made to send a replacement outer shell to you

We do not offer a collections service unless the item is a piece of furniture

Please allow up to 14 working days for your parcel to return to us

It is very important to securely fix the returns address label to your parcel so that we will be able to identify receipt of your return and work towards processing your refund

We will process successful refund claims within 3 - 5 working days


Net Orders Checkout

Item Price Qty Total
Subtotal £0.00
Shipping
Total

Shipping Address

Shipping Methods

x