Returns, Refunds & Cancellations

01 The short version

Nothing in this policy affects your legal rights, including your rights if goods are faulty, mis-described or not fit for purpose.

02 Your statutory right to cancel

Because you buy from us at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days. The period starts the day after you (or someone you nominate) take physical possession of the goods. Where an order arrives in several deliveries, it starts the day after the last item arrives.

To cancel, simply tell us clearly before the deadline expires. You can email us, write to us, or use the model form below — you do not have to use the form.

03 How to return something

1. Email support@homartuk.com with your order number, the item and whether it is a change of mind or a fault.
2. We reply within one working day with a returns reference and instructions.
3. For parcels, you post the item back with the reference enclosed. For large furniture, we book a collection slot with you.
4. We inspect the item on arrival and refund within 14 days of receiving it back — usually much sooner.

Please keep proof of postage until your refund arrives. Goods remain your responsibility until we receive them.

04 Who pays for the return

Where you chose a delivery service more expensive than our standard one, we refund the cost of the standard service only. That is what the Regulations require and it is what we do.

05 Condition of returned goods

You are entitled to handle the goods as you would in a shop — unwrap them, look at them, sit on a chair to judge it. You are not entitled to use them.

If the value of the goods is reduced because you handled them more than was necessary, we may deduct that reduction from your refund. In practice we deduct where there is soiling, pet hair, odour, scratching, evidence of assembly and disassembly, or missing fixings and packaging.

Please keep the original packaging until you are certain you are keeping the item. Large furniture returned without its packaging is at much greater risk of transit damage, and we may deduct for it.

06 What cannot be returned

The statutory right to cancel does not apply to:

• goods made to your specification or clearly personalised — made-to-order upholstery in a fabric you selected, bespoke sizes, engraved or monogrammed items;
• sealed goods that are not suitable for return for health or hygiene reasons, once unsealed — mattresses, mattress toppers and pillows;
• goods that become inseparably mixed with other items after delivery, such as fitted flooring or made-to-measure blinds.

We flag every made-to-order product clearly on its page and again at checkout, before you pay. These exclusions never apply where an item turns out to be faulty or mis-described.

Clearance and ex-display pieces sold as seen are described with their faults; you keep every statutory right except in respect of the fault we told you about.

07 How refunds are paid

• Refunds go back to the payment method you used. We cannot refund to a different card or account.
• We refund within 14 days of receiving the goods back, or of you supplying proof that you sent them, whichever is earlier.
• Where no goods need to come back — a cancelled order that has not shipped — we refund within 14 days of you telling us.
• Your bank may take a further three to five working days to show the money.

08 Model cancellation form

You may use this form if you wish, but you do not have to. Copy it into an email and send it to us.