Refund Policy

This policy covers design fees, bespoke commissions, and sourced items such as designer furniture, lighting and artwork supplied by Spatialis Living. It forms part of our Terms of Service and does not affect statutory consumer rights under [Jurisdiction] law.

Cabinetry, wardrobes, bookcases, tatami beds, TV feature walls, curtains and custom sofas are made to your specification. Where [Jurisdiction] law provides a general cancellation or cooling-off right, that right typically does not apply to goods made to a consumer's specification or clearly personalised. Cancellation charges below therefore apply.

• Within 7 days of paying the deposit, before drawings are issued: full refund of the deposit.
• After drawings are issued but before approval: refund of the deposit less design time already spent, charged at the hourly rate stated on the quotation.
• After drawings are approved but before cutting: refund of the deposit less design time and any materials already ordered or committed.

Once cutting or upholstery has begun, the deposit and any stage payments are non-refundable, and you remain liable for materials, labour completed and any specialist subcontractor costs incurred to the date of cancellation. We will provide an itemised statement and refund any balance held above those costs within 14 days.

Designer furniture, lighting, rugs and artwork sourced on your behalf and supplied unaltered may be returned within 14 days of delivery if unused, undamaged and in original packaging. Return transport is at your cost, and supplier restocking fees, where charged to us, will be deducted. Commissioned artwork and made-to-order supplier items are non-returnable.

Inspect your installation on completion day and tell us about visible damage within 7 days. For faults appearing later, our 10-year joinery guarantee applies. Our first remedy is repair on site; if that isn't possible we will remake the piece; if a remake isn't practicable we will refund the price of the affected item in full. You will never be charged for collection, remaking or refitting where the fault is ours.

• Natural variation in timber grain, colour, stone veining or fabric weave.
• Changes of mind about an approved finish, colour or layout after production has begun.
• Damage caused by misuse, unauthorised alteration, building leaks, or extreme indoor humidity.
• Site survey and design fees for work already delivered to you.

Approved refunds are issued to the original payment method within 14 days of agreement. Bank processing can add a few working days. We do not issue cash refunds or credit notes unless you specifically ask for one.

Email jobs@vortixes.shop with your project reference, a description of the issue and photographs where relevant. We acknowledge within 2 working days and aim to reach a decision within 14 days, or sooner where [Jurisdiction] law requires it.

If we cannot agree, either party may refer the matter to mediation or to the consumer dispute resolution scheme applicable in [Jurisdiction] before starting court proceedings.