Refund and Returns Policy
How do I return a product after delivery?
We make it our goal to delight our customers by sourcing and selling only quality products to help you create a home for every moment. We also know that life sometimes has other plans and for one reason or another, circumstances can change, and you may need to exchange or return an item that you’ve bought. That’s why we aim to make it as simple as possible in the unlikely event that you need to send something back to us, whatever the reason. If you are within our 14 Cooling off period and decide, just head over to our returns section of our website, or send an email with your name and order number to: hello@wearehomehome.com Once this has been approved, you can choose to send this via courier at your own cost, or if required we can arrange this for you. Otherwise, you can arrange to return this item yourself at a specified time to one of our collection points. A full refund will then be processed and issued via the original payment method used, less any costs to return and repackage and restock the item.
Please make sure that you can provide proof of payment, and that the product is in the original, non-used condition as when it was received with its original packaging. Any unsealed mattresses cannot be returned if taken out of the package or used due to hygiene reasons. Any made to order/bespoke product cannot be returned or cancelled once the production has started. We cannot accept multiple returns per order as a means to test a product. If there are any issues regarding returns, please contact a member of our customer service team via the chat box to the bottom right, or, by emailing: hello@wearehomehome.com
Cooling-off period
For all online and telephone orders, a 14 day cooling off period is applicable. This cooling off period begins once your order is completed, and ends 14 days after you have received delivery of your order. In the case of any online products, gift card codes or services, the 14 days will commence immediately upon completion and receipt of the order. If you would like to cancel your online order, please contact us anytime during the cooling off period. This can be done without giving any reason or incurring any charges (With the exception of any charges incurred in returning any items).
What if my item is damaged or faulty?
While we will make sure and take every care that your new loved furniture will arrive in perfect condition, in the unlikely event that any damage does occur, we will make it our priority to cause as little inconvenience to you as possible. Upon delivery, please inspect and document your new piece of furniture, and if any damage is present, please report this to your delivery driver immediately, and also to our customer care team at hello@wearehomehome.com who will then contact you to progress this as a matter of urgency, which may involve arranging a visit to inspect, instructing your further in documenting the damage, organising a repair, replacement, extra parts or a refund. You have the right to reject goods for up to 30 days after you have received your items which are of unsatisfactory quality, not as described or unfit for purpose. You will be entitled to a full refund, providing the damage or faults were present when you received the item(s).
Order Amendments
If any change of your order or circumstances need to be made after ordering or before delivery, please use our chat function, email us at hello@wearehomehome.com or call us on 0330 122 2918. Unfortunately, we are unable to amend or change any order to a made to order or bespoke product once production has started, and you will not be entitled to a refund if you have decided to change your mind.
Warranty
All orders will be warranted for 1 year from the date they were received, to be free of any material defects or workmanship in the course of normal everyday usage. If there is an issue with any of your items, please email: hello@wearehomehome.com
