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Returns and Refunds

This policy contains all the information you need to return any items you purchase.

 

Can I cancel my order?

You can cancel your order at any time before the items are dispatched for delivery except where the items are excluded under the following section and the supplier has already begun the manufacturing process, in which case the order is not cancellable. To request a cancellation please visit this page

If you cancel an order before an item is delivered but after a time when dispatch or delivery cannot be stopped then you will have to accept delivery and return the goods in accordance with this policy.

I have received an item which I do not want, can I return it?

You can return most items purchased via our website you have 14 days, beginning on the date that you received the item. Items that are excluded from this are

  1. Items made to the customers specification or are personalised
  2. Items which are liable to deteriorate or expire rapidly for example newspapers, periodicals, magazines or anything with a short ‘sell by date’
  3. Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
  4. Sealed audio or video recording or computer software that has been unsealed after delivery
  5. Items that becomes mixed inseparably (according to their nature) with other items after delivery.
  6. Items that are purchased for, or to be used by a business.
  7. Items and services where the price is dependent on fluctuations in the financial market, and cannot be controlled by the trader

 

Can I return damaged or faulty items? 

You may return any item which is delivered damaged or faulty, or becomes damaged or faulty within 30 days of delivery providing that the damage or fault was not as a result of misuse or used outside of the intended purpose or not consistent with the manufacturers instructions.

We suggest you take photographs of any damage to the items and the packaging.

 

How do I return items?

You must contact us by email or visiting this page before returning your items. So we can provide a Returns Authorisation Number and a returns label.

When contacting us, we will need to know the reason for the return.

We will arrange for collection of the items unless you inform us that you will make your own arrangements, in which case you must return them to us within 5 days of receiving the Returns Number and label. It is recommended that you use tracked and insured delivery to us. 

You should securely package the items, preferably using the original packaging ready for collection or you returning the items. 

You are responsible for the items from delivery to you until they are collected or received by us, therefore you must keep the items in good condition and not use them for their intended purpose.

 

What are the costs of returning an item? 

If you are returning items within 14 days because you no longer want them, you are responsible for paying for cost of returning the items to us. 

Return or Collection costs for all items except for rugs are as follows;

 

< £75

£8

£75 - £149.99

£11

£150 - £249.99

£20

£250 – 399.99

£30

£400 - £699.99

£45

> £700

£55

 

For Rugs, return or collection costs are as follows;

For rugs with a width of smaller than or equal to 200 cm, a fixed collection cost of £8.00 is applied per rug.

For rugs with a width of greater than 200 cm, a fixed collection cost of £12.00 is applied per rug.

If you are returning more than one rug, an extra fee of £8.00 per additional rug is applied. 

A surcharge applicable on all Rug orders with the following post codes; 

 

Return Surcharges

Postal Region Postal Code District Per Small/Large Rug Per X-Large Rug
Portsmouth PO31 - PO41 £4.00 £10.00
Aberdeen AB1 - AB9 £9.00 £12.00
Falkirk and Stirling FK19 - 21 £9.00 £12.00
Inverness IV1 - IV9 £9.00 £12.00
Kirkwall KW1 - KW9 £9.00 £12.00
Paisley PA20 - PA39 £9.00 £12.00
Paisley PA62 - PA78 £25.00 £28.00
Paisley PA40 - PA61 £25.00 £60.00
Perth PH1 - PH5 £9.00 £12.00
Northern Ireland BT1 - BT9 £4.00 £18.00
Isle of Man IM1 - IM9 £25.00 £71.00
Kilmarnock KA28 £25.00 £28.00
Truro TR21 - TR25 £25.00 £60.00
Guernsey GY1 - GY9 £25.00 £60.00
Jersey JE1 - JE5 £25.00 £60.00
Outer Hebrides HS1 - HS9 £25.00 £60.00
Lerwick ZE1 - ZE3 £25.00 £60.00

 

For international orders outside the UK, the collection costs will be quoted by our customer service team. 

If you are returning items because they are damaged or faulty, we will arrange for collection and pay for the return.

 

Examination of the items

Upon our receipt of the returned items, they will be inspected by us.

If items are being returned because you do not want them, the items must be undamaged and in full working order.

If the items are being returned because they were damaged or faulty when you received them, we will inspect the items to ensure they were not damaged by mishandling or misuse. Where it is economical to do so, we may attempt to repair the goods, or provide a refund of the price. Where items are to be repaired, we will endeavour to carry out those repairs as quickly as possible, but we do not offer any guarantee towards repair times, as this can sometimes be determined by third parties, where we need to order parts or return the items to the manufacturer.

We will not be liable to provide temporary alternatives or substitutes during the repair times, nor for any claims for losses or damages incurred whilst repairs are taking place.

Refunds

We shall issue a refund of the cost of the products plus the initial costs of delivery, however we shall only refund the standard delivery costs and not any enhanced delivery costs if you selected these.

We may deduct any diminished value of the items as a result of use, misuse or mishandling; including any assembly or disassembly of the items.

Refunds will be made within 14 days of us receiving the items using the same method used by you to make the payment to us.

You can contact us directly by writing to support@homelooks.com .

 

 

 

 

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