• Refund policy

Refund policy

4. Your Right to Cancel (Cooling-Off Period)

You have the legal right to cancel your order within 14 days without giving any reason.

4.1 Cancellation Period: The 14-day cancellation period begins on the day after you (or someone you nominate) receives the goods.

4.2 How to Cancel: To exercise your right to cancel, you must inform us of your decision in writing by:

4.3 You may use the following template, but it is not obligatory:

MODEL CANCELLATION FORM

To: Homemerce, [email protected]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following goods:
Order Number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if sent on paper):
Date:

[*] Delete as appropriate

4.4 Returning Goods: If you cancel your contract, you must return the goods to us without undue delay and in any event not later than 14 days from the day you notify us of cancellation.

4.5 Return Costs: You are responsible for the cost of returning goods unless they are faulty or we sent you incorrect items. We recommend using a tracked courier service.

4.6 Condition of Returned Goods: Goods must be returned in their original, unused, and undamaged condition with all packaging intact. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

5. Refunds

5.1 If you cancel your order within 1 day of placing the order, we will refund all payments received from you, including standard delivery charges.

5.2 We will process your refund within 5 working days of the day we receive the returned goods.

5.3 Refunds will be made using the same payment method you used for the original transaction. We cannot issue refunds to a different account.

5.4 Depending on your bank or card issuer, it may take up to 7-10 working days for the refund to appear in your account.

7. Faulty, Damaged or Incorrect Goods

7.1 Under the Consumer Rights Act 2015, goods must be:

  • As described
  • Of satisfactory quality
  • Fit for purpose

7.2 Reporting Faulty or Damaged Goods: If goods are faulty, damaged, or defective upon delivery, please contact us immediately via email at [email protected] or our contact form at https://homemerce.com/contact. Provide clear photographs of the faulty goods and packaging if possible.

7.3 Within 2 Days of Delivery: If goods are faulty within 2 days of delivery, you are entitled to reject them and receive a full refund.

7.4 We will investigate all reports and may request photographs or arrange for faulty goods to be collected.

7.5 Incorrect Goods: If we send you the wrong item(s), please contact us immediately. We will arrange collection at no cost to you and send the correct goods or issue a full refund. Please do not use incorrect goods as we cannot accept them back once used.

8. Returns & Exchanges (Outside Cancellation Period)

8.1 Returns and exchanges must be reported to us within 14 days of delivery by emailing [email protected] or using our contact form. Based on the items purchased return policy may differ. We will reply to you with exact details related to your order.

8.2 To be eligible for a refund, goods must be returned to us within 30 days of receipt in unused, undamaged, and resalable condition.

8.3 Once we approve your return, we will provide you with our returns address and instructions.

8.4 Return Shipping: You are responsible for the cost and risk of return shipping. We recommend using a tracked courier service and insuring goods in transit. We do not accept untracked drop-off returns.

8.5 We will inspect returned goods upon receipt. If goods show damage not reported beforehand, we will provide you with photographs for potential courier claims and may refuse a refund.

8.6 Refund Processing: Within 5 working days of receiving your returned goods, we will refund the cost of returned items in resalable condition, excluding your original delivery charge. You will receive an automated confirmation email.

8.7 Exchanges: To exchange goods, return the unwanted items following our returns process and place a new order for the replacement goods.

8.8 We are not liable for damage caused by improper use, incorrect installation, improper maintenance, or negligence.

9. Limitations and Exclusions

9.1 Excluded from Cancellation Rights: The following are excluded from the 14-day cancellation right:

  • Goods made to your specification or clearly personalised
  • Sealed goods that have been unsealed and cannot be returned for hygiene or health protection reasons
  • Goods that deteriorate or expire rapidly

9.2 Nothing in these Terms and Conditions limits or excludes our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any other liability that cannot be excluded under UK law