Returns & Cancellations Policy

At Home & Love, our goal is to ensure you are completely satisfied with your purchase. We understand that sometimes items might not be as you envisioned, and we are committed to resolving these situations promptly and fairly. Please find our detailed Returns and Cancellations Policy below, tailored for our online and in-store purchases:

 

Returns Policy

1. Bespoke Items

Our bespoke, made-to-order beds and sofas are designed and created as per your specific requirements. Therefore, these cannot be returned or exchanged unless found to have manufacturing defects or damaged during transit. We encourage you to thoroughly review your customisation choices before confirming your order. It is the customers responsibility to ensure all measurements provided are correct, including checking that it will fit into your home after delivery. Please note that due to the handmade nature of these items, there may be a small difference of 3-5cm from your provided measurements.

 

2. Special Order* Items

Our special order* tiles, given their unique nature, are not eligible for return. We strongly recommend ordering tile samples to ensure complete satisfaction with your choice before placing an extensive order.

All other special order* items including showers, baths, basins, toilets and related accessories, are also not eligible for return.

Due to hygiene, mattresses can not be returned once the packaging has been removed.

 

3. Standard Items

For all other items, such as accessories, lighting, lamps, outdoor furniture, you may return these within 14 days of receipt in adherence with Distance Selling Regulations.

Returned items must be in their original, unused, and undamaged condition, including original packaging. All returns must also be accompanied by a valid proof of purchase (receipt, order confirmation, invoice).

Where a returned item is not in its original, unused, and undamaged condition, including original packaging, a 35% restocking fee will be deducted from the return amount.

The cost for return postage is borne by the customer.

 

5. In-Store Purchases

For items purchased directly from our showroom, returns are accepted within 7 days of purchase - excluding bespoke items and special order* items, which are not eligible for refund.

All items must be in their original, unused condition, and accompanied by a valid receipt.

A 35% restocking fee will apply to all in-store returns, this will be deducted from your refund amount.

 

6. Other Terms

We reserve the right to reject any return that is not in its original, unused, and undamaged condition, including original packaging.

We cannot accept returns if the returned package does not include the entirety of the product that was originally ordered. We can also not accept returns for leftover or unboxed tiles.

* ’Special Order’ includes any goods which are made to your specification, items which are clearly personalised or items that are available for sale but we do not hold stock of them.

 

Cancellations Policy

1. Bespoke made-to-order beds and sofas

Given the custom nature of our bespoke furniture, you may cancel your order within 24 hours of purchase at no cost. Post this timeframe, we regretfully will have to impose a cancellation fee of 20% of the order value, reflecting the work and resources already invested in the creation of your unique item.

2. Special Order* Tiles & Bathroom

You may cancel your order within 24 hours of purchase at no cost. Post this timeframe, your order can not be cancelled. Please note that special order* tiles / bathroom items are also not eligible for return.

3. Standard Items (outdoor furniture, accessories, lighting):

You may cancel your order prior to dispatch at no additional cost. Once the item has been dispatched, it will be treated as a return, for which the returns policy above will apply.

Faulty or Damaged Items

Despite our best efforts to ensure your order arrives in perfect condition, if your item is faulty or damaged upon receipt, please notify our Customer Service team within 48 hours of delivery. We will arrange for a repair, replacement or refund depending on the specific situation and in accordance with your statutory rights.

Processing of Refunds

Refunds will be issued through the original payment method used during purchase once we have received the returned item(s) and confirmed their condition. Please allow up to 14 working days for the refund to be processed.

Exceptions

Please note, we cannot offer returns or refunds on items that have been used, modified or damaged after delivery, or if any attempt has been made to alter the product or if it has been dropped or broken.

 

How to Request a Return or Cancellation

If you wish to request a return or cancellation, please reach out to our dedicated Customer Service team via the provided helpline or email.

To initiate a return or cancellation, please contact our Customer Service Team via email at hello@homeandlove.co.uk or by phone on 0330 043 0008. Our Customer Service team is available Monday to Friday, 10:00 to 18:00.

Please note that this policy may be updated or revised in accordance with changes to regulations or our operational procedures. We are committed to adhere to Distance Selling Regulations and all other applicable UK laws, ensuring a fair and transparent shopping experience.

Legal Compliance

This policy complies with UK consumer law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015. It does not affect your statutory rights. For more information, we recommend contacting the Citizens Advice Bureau or Trading Standards.

We hope this policy provides you with a clear understanding of your rights when shopping with Home & Love. If you have any further queries, please don't hesitate to reach out to our customer service team who are here to assist you. Thank you for choosing Home & Love.