Refund Policy

Chaos Cottage Refund Policy Last updated: 12th February 2026

Handled calmly, fairly, and in line with UK law.

At Chaos Cottage, we want you to feel confident when welcoming an old piece into your home. If something isn’t right, we will always try to resolve matters kindly and fairly.

All purchases are completed through our Etsy shop, and therefore Etsy policies and UK consumer law apply to all transactions.

Your Right to Return (UK Consumer Law)

Under UK consumer law, most online purchases may be returned within 14 days of receiving your item, for any reason.

To request a return, please contact us via Etsy within this period.

Unless the item is faulty, damaged, or not as described:

Return postage/shipping is the responsibility of the buyer
Items must be returned in the same condition as received
Original packaging should be used where possible
Original delivery cost will not be refunded.

We recommend using a tracked and insured service for returns, especially for fragile or valuable items.

Items Not Eligible for Return

Returns may not be accepted where:

The item has been damaged after delivery
The item has been altered, cleaned, or repaired
The return request is made outside the legal return period
The item was clearly described and photographed, including signs of age or wear typical of vintage and antique goods

Vintage and antique items naturally show character from their history. Light wear, patina, and age-related marks are not considered faults.

Faulty, Not as Described, or Incorrect Items

If your item is faulty, significantly not as described, or incorrect, please contact us via Etsy as soon as possible.

In these cases:

Return postage will not be charged to you or will be refunded
We will offer a refund, replacement (where possible), or suitable resolution
Your statutory consumer rights are always respected.

Damage in Transit

We pack with great care, but occasionally damage can occur during delivery. If this happens, please don’t worry — we will help.

Please contact us within 48 hours of delivery and provide:

Photos of the item
Photos of the damage
Photos of the packaging (including outer box)

Please keep all packaging until the issue is resolved, as this may be required for courier claims.

Depending on the situation, we may offer:

A refund
A repair contribution (for certain vintage items)
A replacement (where possible)

All outcomes follow Etsy policies and UK consumer rights.

Furniture Returns

Furniture returns require additional care due to size and specialist delivery.

Buyers are responsible for return delivery costs unless the item is faulty or not as described
Furniture must be returned safely and in original condition
We recommend contacting us before arranging return transport so we can assist where possible.

Refund Process

Once a returned item is received and inspected:

Refunds are issued via the original payment method (through Etsy)
Refunds are usually processed within a few days of safe return though we are unable to effect the amount of time Etsy will take - they will communicate independently with you
Original shipping costs are refundable unless required under UK law or Etsy policy.

A Gentle Note on Vintage Character

Most Chaos Cottage pieces are vintage or antique. They are not factory-new and may show small signs of age, use, and history. These are part of their story, not faults, and are always described honestly and photographed carefully.

Questions

If something feels unclear, please contact us via Etsy or email:

Email: info@chaoscottage.co.uk
Location: United Kingdom

We are always happy to help.

In Simple Terms

You can return items within UK legal timeframes.
Buyers pay return shipping unless something is wrong.
If damage occurs in transit, contact us quickly.
And we will always try to resolve things calmly and fairly.