Returns & Exchanges

Online Refund Policy

At The White Room Kenmare, customer satisfaction is our top priority. We understand that certain purchases, whether accessories or furniture, may not always be the perfect fit. However, should you wish to return an item purchased from us online, the following procedures and policies will apply.

Return Policy

We hope that you love your order as much as we do!

However, if you want to return your item/s please contact us within 14 days of receiving your order to request a return. We must then receive your returned item/s within 14 days of receiving your request for a return. Please note that large items have special return policy, read below for more info.

To initiate a return, please contact us at orders@thewhiteroomkenmare.com

In your email, provide the following details:

Your Order Number
The name of the item/s you wish to return

Once your return is accepted, we will provide instructions on how to send your item/s back.

**Items sent back to us without first requesting a return will not be accepted**

To be eligible for a return :

While the item(s) are in your possession you must take appropriate care of them. Your item must be in the same condition as when you received it without partial or full assembly, unused, with tags & undamaged and in its original packaging. This is both the box they came in filled with the protective packaging. We cannot accept responsibility for any packages lost, stolen or damaged in transit.
You must provide the receipt or proof of purchase (your order number).
It is the customers responsibility to return items to us in secure and suitable original packaging. We will be unable to process your return if unwanted items are returned to us damaged.
Unfortunately, we will not refund shipping costs for unwanted items.
You are responsible for the cost of returning your items (unless the item arrives faulty, damaged or the incorrect item has been received). We recommend using a tracked or recorded returns service as we are not responsible for lost parcels that don’t arrive to us.
Once we have received your return we will process your refund, this will be the cost of the item/s you wish to return, minus any postage costs. Please Note your refund may take 7-10 days to show in your account.
If you wish drop-off your online return at our store that is no problem. Please note you can only return your order at our Interiors Showroom, located in Gortamullen Business Park, Kenmare. Online Returns will not be accepted at our store located on 22 Henry Street, Kenmare or Strand Street, Dingle.
For in store returns of items purchased online please note that the refunds cannot be processed from our team members at our store there and then. Refunds can only be processed from our online team members.
A 15% Restocking fee applies to any large items such as furniture or other large items.

Any return questions, you can always contact us at orders@thewhiteroomkenmare.com or call us at 064 66 89182.

Damages and Issues

It is your responsibility to inspect all items at the time of delivery. Any faults/damages with an item need to be reported to us within 48 hours of your delivery or collection date. All our items including furniture are checked thoroughly before we deliver them to you ensuring nothing is damaged leaving us, but in the very unlikely event that something arrives damaged, defective or you receive the wrong item, please contact us immediately on orders@thewhiteroomkenmare.com and we will be happy to assist you. It is important to include images/videos and a description of the fault.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

Anything bought on sale, this includes clearance items, anything with a sale price/tag, ex-display models, sold as seen items or anything bought during a seasonal sale.
Items specifically ordered for you or custom products (such as personalised made-to-order items, something ordered specifically for you).
Bed linen, pillows, and mattresses that have been opened from their packaging.
Gift Cards or Vouchers. Note that gift cards cannot be exchanged for cash.

Please contact us if you have any questions or concerns about your specific item.

Large Items

If you are having trouble arranging the return transportation of a large item, we offer the services of our team for a service fee based on the distance from your property.

We will do our best to accommodate your desired pick-up time and date, but we cannot guarantee specific times, as our vans may already be booked for other jobs.

We reserve the right to plan the schedule to meet your needs as best as possible.

Please note that a 15% restocking fee applies to all large pieces of returned furniture.

My item does not fit

The measurements for all our products are listed at the bottom of each of our product page. It is your responsibility to measure the area in which you will be placing your new furniture, along with the route to the item’s destination (doorways, stairways, etc...). If the item does not fit, and you purchased it online, it can be returned within the 14 days cooling-off period, but it will incur a 15% restocking fee. It must have not been used and must be in a perfect resaleable condition. This does not apply to bespoke made items or non-stocked items (items that are specially ordered in for the customer).

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Refunds

Once we’ve received and inspected your return, we will notify you if the refund is approved. If approved, you’ll be automatically refunded to your original payment method, please allow 7-10 working days.

Outbound shipping costs (the shipping fee on your order) are non-refundable.
You are responsible for the cost of sending the item back to us.
For fragile and valuable items, we advise insuring the package with the shipping company.
We will be unable to process your return if unwanted items are returned to us damaged.

Deposits

For Special orders (non-stock items) and made to measure or bespoke items ordered in-store a 50% deposit is required to secure that order. Should we agree to accept the cancellation of your order we reserve the right to keep your deposit and or 50% of the value of your order.

Thank you for shopping with The White Room Kenmare.

We appreciate your understanding and cooperation with our refund policy.