Our product exchange policy is designed to provide customers with complete confidence when purchasing from Éden Home.
All of our products come with a warranty against manufacturing defects.
We also accept exchanges for products that are different from the one originally ordered by the customer.
If you receive a product from us with a manufacturing defect or different from the one you ordered, please follow the steps below to request an exchange:
If the 14-day legal withdrawal period has passed and the product shows a fault or defect, please contact us with your order number, the product you wish to return, and a description of the defect.
Once we receive your email, your request will be forwarded to our quality control department for verification. Authorization from this department is required before any exchange can be made. Once the analysis is complete, we will contact you with the result and inform you whether an exchange will be necessary.
The deadline for requesting an exchange due to defects is 90 days after receiving the product .
Please note: no exchanges or refunds will be accepted after this period.
Your claim will be reviewed within 7 business days . If the problem is confirmed, we will contact you via email, and you may choose one of the following options:
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Receive a full refund of the amount paid.
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Receive a replacement product identical to the one ordered.
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Receive a product of similar value.
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Receive a store credit voucher equal to the product value for future purchases.
In accordance with the Consumer Contracts Regulations (2013) , cancellation requests for online purchases may be made within 14 calendar days of receiving the product.
For credit card refunds, our finance department takes up to 7 business days to process the request with the card operator. The time required for the amount to appear back on your card balance depends on the card issuer and billing cycle.
If a refund is issued by bank transfer, it will be processed within 10 business days after quality approval and can only be made to an account in the same name used to place the order.
Products returned without prior communication, outside the allowed time frame, missing items, or without labels or invoices will be sent back to the customer.
The same applies to exchanges denied after quality analysis—these items will be returned to the customer via standard courier service, and the return shipping fee will be the customer's responsibility.
⚠️ Important: Éden Home is not responsible for shipping costs related to returns, chargebacks, or exchanges for other products, except in cases where the item has a manufacturing defect or shipping error. In these cases, Éden Home will cover the shipping costs.