Refund policy

Cancellations, returns & refunds

This notice applies to orders placed through TLC Home’s website checkout and should be read alongside our Website & Online Store Terms. Those Terms govern your order. Nothing in this notice limits your statutory rights.

Flexx Buy - cancelling an online purchase

If you are a consumer and your order is an eligible distance contract, you may cancel before delivery or normally up to seven working days after the day you receive the goods. Different or extended periods may apply where required by Jersey law, including where prescribed information has not been supplied at the required time.

Processing or dispatching your order does not remove an applicable cancellation right.

To cancel, email hello@tlchome.co or write to TLC Home, 6 Horizon South, Rue de L’etau, St Helier, Jersey JE2 3ET. Clearly identify yourself, your order and the items you wish to cancel. No particular wording is required.

You may also use the cancellation or return facility in your customer account where available, but you do not have to use it to give notice.

Returning goods

Please take reasonable care of the goods while they remain in your possession. You may return them to our Studio by prior arrangement or send them to the address we confirm. If you arrange your own carrier, package the goods appropriately and take reasonable measures to prevent loss or damage in transit.

For change-of-mind cancellations, you are responsible for the direct cost of returning the goods. If we agree to collect them, we will explain the collection charge or charging basis before arranging collection.

This does not apply where the goods are faulty, were supplied as substitutes, or the law requires TLC to bear the cost. Any charge for recovering goods that have not been returned as required will be limited to the lawful direct recovery cost.

Refunds following cancellation

We will refund sums due as soon as possible and within the period required by Jersey law, normally within 30 days after valid cancellation. Refunds will be made to the original payment method unless another lawful method is agreed.

Faulty, damaged or incorrect goods

Please contact hello@tlchome.co promptly, quoting your order number and explaining the issue. Photographs or other relevant information will help us assess your concern.

Reporting visible delivery damage within 48 hours helps us investigate, but this does not limit your statutory rights.

We will arrange a reasonable opportunity to inspect the goods and provide the appropriate remedy in accordance with Section 6 of our Website & Online Store Terms and your legal rights. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

Flexx Term - cancellation and early collection

Flexx Term supplies furniture for an agreed fixed period. The furniture remains TLC’s property, and payments do not contribute towards ownership.

The applicable cancellation information will be provided before you place your order in a form you can keep. If you ask us to deliver, place or otherwise begin providing the service during a cancellation period, we will obtain any express request or agreement required and explain how starting early affects cancellation.

You may request collection before the agreed end date. Unless a statutory cancellation or fault right applies, the agreed fixed-term fees remain payable because the furniture was reserved for the full period.

Cancelling a recurring card-payment authority does not itself cancel the agreement or any amount lawfully due.

There is no automatic renewal. End-of-term collection and any separately agreed extension are governed by Section 5 of our Website & Online Store Terms.

Bespoke and separately quoted orders

Bespoke, personalised and made-to-order goods are supplied under a separate TLC Quote. Orders accepted through a TLC Quote are governed by the Terms identified on that Quote.