Refund & Return Policy

Please Note: If you are not entirely satisfied with your purchase, we’re always here to help! Please do get in touch if there is an issue and we will try to resolve it.

Mail order, telephone and internet sales to private individuals are covered by the Consumer Protection or Distance Selling Regulations (2000), which protects you by providing a 7 day ‘cooling off’ period commencing the day after the product has been delivered. You have the right to cancel your order at any time, should you wish to do so we ask that you notify us in writing to the following e-mail address: info@homerefresh.co.uk

We aim to be as fair and honest as possible with our customers which is why we have outlined our Refund & Return charges so you know where you stand should you need to cancel or return an item:

 Cancelling an Order – Within 24hours of placing the order   Full Refund Issued
 Cancelling an Order – Before order is dispatched from us   Full Refund Issued*
 Cancelling an Order – While goods are in transit   Refund Issued* – Less Delivery Costs

Your 7 day ‘cooling off’ period commences the day after you have received the goods.

  Returning an Order – Within 7 day period   Refund Issued* – Less Delivery Costs
  Returning an Order – After 7 day period   Partial Refund Issued, Less Restocking fee*
  Returning an Order – After 30 days   Subject to our discretion, contact us for more information

*Some of the products that we offer are ‘Special Order Items’ which means that we are unable to offer a full refund once an order has been placed to our supplier.

Bespoke Items

These items are made for you and you only and whether you order them online, or order them at our factory / shop, the following ruling will apply.

You can make cancellation of the goods for 14 days after you have placed the deposit, where your order will be cancelled and you will receive a full refund of your deposit, should you wish to do so. However please note –  Because we are dealing in products that sometimes are required urgently by yourself, this may have to be waived by you as the Consumer. This is due to the progression of the order already being under way. This is particularly relevant for bespoke products that you have requested from us as urgently as possible.

Order times for bespoke items are generally around 6 weeks, so the first 14 days will apply generally. If you require the bespoke product any earlier and have made us aware of this, then this may jeopardize any cancellation and any return of deposit.

Breakdown of Restocking Fees

Restocking charges are outlined below, and are based on the order total. All restocking fees will be deducted from your refund, and will be issued by the same means that you paid.

  Under £400   15% of the Item Price
  £400 – £1500   £60 Flat Charge
  Over £1500   £120 Flat Charge

Damages

We aim to supply goods in excellent condition. Should damage occur, we will open a claims proceeding. It is vital for us to gather as much information about the nature of the damage and how it occurred, through this we ask if you can provide photographs of the damage and then e-mail them over to us at info@homerefresh.co.uk this will help to speed the claims proceeding so that we can rectify any issues in a timely fashion.

The documentation that is signed for at the time of delivery will play a pivotal role in these proceedings, so please ensure that it has been signed for correctly. If you have signed for something in good condition and then later realise that it is damaged, it is very difficult for us to get a successful claim, and this can result in additional costs being incurred by you. Please take the time to check the goods fully before you sign for them.

Held Orders/Storage

If you request that an order be held or delayed, prices and terms and conditions in effect at time of order shall apply. Arrangements for holding/storage will be made directly between yourself and the Seller. Any costs associated with the storage including demurrage, preparation for storage, storage charges and handling shall be billable by the carrier and payable by you.

Returns & Refund

Customers are responsible for returning goods and the costs associated in doing so back to us. Returned goods must be unmarked and free from blemishes of any kind, the total refundable amount is dependent on goods being returned to us in the same ‘good condition’ that they were received in (we would advise keeping all packaging if you are considering returning an item).

We can collect items if you are unable to send them back to us (this is a chargeable service, and will be deducted from your refund) please speak to a member of our customer services team for more information on cancelling an order.

Once we receive your item, we will inspect it and notify you that we have received your returned item. Providing we have received the goods back in ‘good condition’ with a valid returns note, refunds will be issued within 72 hours. We will notify you on the status of your refund after inspecting the item.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Entire Agreement

These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us.

Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorized representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

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