Refund policy

For more details, please see our Terms and Conditions

1. Returns

Returns from within the UK are free. Our goal is for you to be completely satisfied with the items you purchase from us. If you are not or if your order was damaged in transit, contact us through the Contact Us form on the website or simply email us at info@sansho.com within 14 days of receiving your order for a full refund or exchange (excluding products made to order for you - please see below). Naturally, you may look at and examine the items. However, please handle them with care and only to establish their nature & characteristics. For guidance, you may handle a product as you would have been allowed to in a store. If you handle a product beyond this, you may be held liable for any diminished value of it. Please return unwanted or incorrect items in resalable condition, preferably in the original packaging, within 28 days of receiving your order. Please notify us by email (including the reason for the return) and we will send you a pre-paid returns label (UK customers only). Package your items carefully (preferably in the original packaging), attach the returns label and drop off at the appropriate location.

Some of our products are made to order. This includes our fabric lampshades. If you are ordering a lampshade which will have to be made for you, it will not be possible to reimburse you on cancellation of your order or offer free returns. If the lampshade hasn't shipped to you yet, we will reimburse you 50% of the price paid for the shade. If your shade has been shipped, we will not be able to reimburse you.

Wholesale orders sourced as agent or on commission are usually not returnable. At our discretion, we can try to contact the manufacturer for a return. If this is successful then the items have to be returned to the manufacturer at your cost and we will refund you 50% of the order amount excluding shipping.

We cannot offer free returns on sales items, these must be returned at your own cost.

2. Refunds

If you cancel the contract and return the items in resaleable condition, we will reimburse to you all payments received from you, including the cost of delivery (Please note the exception for items made to order for you - please see the Cancellation section in our Terms and Conditions). If you withdraw only from a part of the contract, relating to a specific product, we will reimburse you with the value of the product and any costs related specifically to it. However, we will not repay costs relating to the order in general, which would have been charged irrespective of the product subject to withdrawal, such as delivery costs. We will reimburse you without undue delay and in any event not later than 14 days from the day your return has been received by us. We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result. For items returned more than 28 days after you received them, any refund or exchange will be at the complete discretion of Sansho Ltd. This does not affect your statutory rights.

For international deliveries, where the local delivery service has attempted a delivery and the item has been held and then returned back to us as unclaimed, we are very happy to refund the cost of the item(s) but we cannot refund the postage in this circumstance.

For international transactions, we will not be able to refund your currency exchange fees, duty, sales tax or disbursement fees etc. Any fees payable by us to receive an international return will be deducted from the value of your refund.