Returns and Refunds
Last updated: 7 November 2026
We want you to be happy with what you order. If something is not right, this is how we sort it out.
Changed your mind? You have 14 days
You can cancel your order and return it for a refund within 14 days of the day you receive it, without giving a reason. To cancel, email us at info@shopukasa.co.uk with your order number and a clear statement that you want to cancel. Once you have told us, please send the item back to us within 14 days.
Faulty, damaged or wrong item
If your item arrives damaged, is faulty, or is not as described (for example the wrong colour, fabric or item), please email us as soon as you can with your order number and, if possible, photos. We will refund you or replace the item, whichever you prefer where possible. If you tell us within 30 days of delivery, you have a legal right to reject a faulty item and receive a full refund.
We pay the cost of returning faulty, damaged or wrong items. We will send you a prepaid label or refund your reasonable return postage.
Condition of returned items
For a change-of-mind return, please send the item back unused, in its original condition and packaging, so we can resell it. Please take reasonable care of it while it is with you. If an item has been used or handled more than was needed to check it, we may reduce your refund to reflect any loss in its value. This does not apply to faulty, damaged or wrong items.
How to return an item
Please send the item to:
UKASA LTD, Universal Square, Devonshire Street North, Ardwick, Manchester, M12 6JH, United Kingdom
Pack it carefully and include your order number. We recommend a tracked service and keeping your proof of postage, because we cannot be responsible for parcels that go missing on their way back to us. For a change-of-mind return, you pay the cost of return postage.
Your refund
We will refund you within 14 days of receiving your returned item, or of receiving proof that you have sent it back, whichever is earlier. Your refund includes the standard delivery charge you paid, if any. We refund to the original payment method, and it can take a few working days to show in your account depending on your bank or card provider. If you cancel before we dispatch your order, we will refund you in full.
Natural variations
Some of our products are made from natural wood and stone, or are handcrafted, so slight differences in grain, pattern and shade are normal and are not a fault. Screens can also show colours a little differently.
Your legal rights
This policy is in addition to your statutory rights as a consumer under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, which are not affected.