Returns & Refund Policy

At Everest DIY, customer satisfaction is important to us. Please read this Returns & Refund Policy carefully before placing your order.

Return Eligibility

Standard Products

Our standard, non-customised products are eligible for return within 30 days of delivery, provided that:

  • The item is unused and in its original condition.
  • The item is free from damage, stains, marks, odours, or signs of use.
  • The item is returned with all original packaging.
  • Proof of purchase (invoice or order number) is provided.
  • Mattresses must have their protective plastic covering intact unless the item is faulty.

Eligible standard products may be returned without a restocking charge, subject to inspection and approval.

Custom-Made & Personalised Products

Many of our products are manufactured specifically to customer requirements, including selected sizes, fabrics, colours, finishes, and other custom specifications.

As these products are made to order, they are not eligible for free returns.

If a customer wishes to return a custom-made product for reasons other than a confirmed manufacturing fault or transit damage, the following charges will apply:

  • A 30% manufacturing and restocking charge will be deducted from the refund.
  • Original delivery charges are non-refundable.
  • Return collection and transportation charges must be paid by the customer.
  • Return collection charges vary depending on product size and location and may be up to £120 or more in certain areas.

Custom-made, personalised, made-to-order, special-order, and clearance items are non-returnable unless faulty or damaged upon delivery.

Important – Damaged Deliveries Must Be Reported Before Unpacking

If your order arrives with visible packaging damage or appears to have been damaged during transportation, you must notify Everest DIY immediately before unpacking, assembling, or using the product.

To enable us to submit a claim with the courier company, customers must:

  • Report the issue within 48 hours of delivery.
  • Provide clear photographs of the damaged packaging and product.
  • Keep all original packaging materials.
  • Refrain from unpacking, assembling, or using the item until instructed by our customer service team.

Please note that courier companies may reject transit damage claims if products are unpacked, assembled, or used before the damage is reported. Failure to report visible delivery damage before unpacking may affect our ability to process a claim, replacement, or refund.

Damaged or Defective Items

If your product arrives damaged or develops a manufacturing fault, please contact us immediately.

As many of our products are custom-made, Everest DIY does not automatically replace an entire product where only a specific component is damaged or defective.

Where appropriate, we will:

  • Replace the damaged or faulty part(s) only.
  • Repair the affected component where practical.
  • Provide replacement parts at no additional cost where the fault is confirmed.

Full product replacement will only be considered where a repair or component replacement is not reasonably possible.

Colour Selection & Samples

We make every effort to ensure that product images accurately represent the colours and materials available.

However, colours may appear differently depending on screen settings, device displays, lighting conditions, and photography.

To help customers make an informed choice:

  • We offer free colour and material samples upon request where available.
  • We strongly recommend requesting samples before placing an order.

As custom-made products are manufactured according to the customer's chosen colour and material:

  • Returns, exchanges, cancellations, or refunds based solely on colour preference or dissatisfaction with a selected colour are not accepted.
  • Customers are responsible for confirming their preferred colour and material before placing an order.

Return Process

  1. Contact us at everestdiyuk@gmail.com or 01612 490999 within 30 days of receiving your order.
  2. Our team will review your request and determine whether the matter qualifies for repair, replacement parts, collection, return, or refund.
  3. If approved, we will provide instructions for return shipping or collection.
  4. Returned products will be inspected upon receipt.
  5. Any applicable refund will be processed after inspection and approval.

Refund Timeline

  • Approved refunds will be processed within 7 business days after the returned item has been received and inspected.
  • Refunds will be issued to the original payment method used for purchase.
  • Delivery, collection, transportation, assembly, disassembly, and service charges are non-refundable unless the return is due to a confirmed manufacturing defect or an error made by Everest DIY.

Assembly & Disassembly Charges

Assembly and disassembly services are carried out by independent third-party providers.

  • Any charges relating to reassembly, reinstallation, customer-requested exchanges, returns, colour changes, or disassembly for collection are the responsibility of the customer.
  • Everest DIY does not reimburse assembly or disassembly fees charged by third-party service providers.
  • If a customer assembles, uses, or modifies a damaged product before reporting the issue, any resulting collection, handling, disassembly, or replacement costs may become the customer's responsibility.

Non-Refundable Circumstances

  • The product has been used, damaged, altered, or assembled contrary to our instructions.
  • The customer has selected an incorrect size, colour, material, finish, or specification.
  • The customer wishes to return a custom-made product due to a change of mind.
  • The customer refuses replacement parts or a repair solution for a minor manufacturing issue or transit damage.
  • Damage has occurred due to misuse, improper assembly, neglect, accidental damage, or normal wear and tear.

Contact Us

Everest DIY
Email: everestdiyuk@gmail.com
Phone: 01612 490999

Last Updated: June 2026