Refund policy
Returns and refunds
If something isn't right, we'll put it right. This page explains both your legal rights and our own returns policy.
Your right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days of the day you receive the goods. You do not need to give a reason.
To cancel, email support@homartuk.com with your order number and the items you're returning, or write to us at the address below. We'll reply with a returns reference and the address to send to.
After telling us you wish to cancel, you have a further 14 days to send the goods back. We'll refund you within 14 days of receiving the goods back, or of you providing proof of postage, whichever is sooner, using the same payment method you paid with.
Return postage
For a change-of-mind return you pay the cost of sending the goods back. For faulty, damaged or incorrectly supplied goods we pay — we'll either send a prepaid label or arrange collection. For oversize items sent on a pallet, do not book your own courier: contact us and we'll arrange the collection, because pallet freight arranged privately is usually far more expensive.
We refund the standard outbound delivery charge you paid on a cancelled order. Where you chose or paid for an enhanced or oversize service, we refund up to the cost of our standard service.
Condition of returned goods
You may unpack and inspect a shelf as you would in a shop. Please don't drill it, cut it, paint it or fit it to a wall before deciding to keep it — once a shelf has been fitted we can't resell it, and we may reduce your refund to reflect the loss in value. Return goods in the original packaging where you can; keep the box until you're sure.
Faulty goods
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty:
- Within 30 days — you can reject it and get a full refund.
- Within 6 months — we'll repair or replace it; if that isn't possible, you get a refund.
- Up to 6 years (5 in Scotland) — you may still have a claim for a fault that was present when the goods were supplied.
Send photographs of the fault to support@homartuk.com and we'll sort it without you having to argue the point.
Damaged on arrival
Report transit damage within 48 hours with photographs and we'll replace the item or the damaged component free of charge. See our delivery page.
Missing parts and fixings
If a bracket, bolt or bag of plugs is missing from a set, don't return the whole unit — email us and we'll post the missing parts out, usually next day.
What we can't take back
- Shelves and boards cut, drilled or altered to your own measurements.
- Made-to-measure or special-order items produced specifically for you (we'll tell you clearly at the point of order if an item is made to measure).
- Items fitted to a wall, other than where they are faulty.
None of the above affects your rights in respect of faulty goods.
Returns address
Please request a returns reference before sending anything back, so we can match your parcel to your order.
HOMART LIMITED, 30 Uphall Road, Ilford, England, IG1 2JF
support@homartuk.com · 07868 375682
If we can't agree
If you're unhappy with how we've handled a complaint, you can contact Citizens Advice on 0808 223 1133 for free, impartial guidance on your consumer rights.