Flat £75 change-of-mind returns fee on eligible UK furniture orders

We’re running a trial to make returns costs more predictable for buyers on eligible UK furniture orders, helping buyers feel more confident when purchasing higher-value pieces online.

What’s changing?

For eligible UK mainland furniture orders, listings will show a flat £75 return fee for change-of-mind returns.

This is designed to reduce uncertainty for buyers while keeping returns deliberate and low.

Which orders are eligible?

This trial applies to:

• UK mainland furniture orders
• Seller and buyer postcodes covered by Proovia
• Where the return is a change-of-mind return

How it works

• No action is needed from you. The trial applies automatically to eligible orders.
• The £75 fee applies to change-of-mind returns only and is paid by the buyer.
• If a buyer requests a change-of-mind return within 14 days, Vinterior and Proovia manage the return process end-to-end (including pickup and coordination).
• If you’d prefer to arrange collection yourself, we’ll reimburse you up to £75.

What hasn't changed?

Our existing policy for items that are inaccurate, misdescribed, or faulty is unchanged and continues to apply in line with consumer law (including statutory timeframes). In these cases, returns are free for the buyer and managed as usual.

What this means for sellers

• No change to how you list or price items
• No additional admin for change-of-mind returns
• No exposure to courier risk or damage costs
• No expectation of increased return volume

Seller protection and damage cover

You will never be out of pocket due to a buyer’s change of mind.

In the rare event of damage during return transit:

• Vinterior manages the claim directly with Proovia
• Vinterior covers the £150 excess
• Items are photographed at pickup and delivery, creating a clear condition record each time

We’ll monitor performance and seller feedback closely to ensure it delivers the intended benefits for both buyers and sellers.

If you have any questions about eligibility or how returns will be handled, please contact us at sellersupport@vinterior.co.