Refund policy

This page sets out both your legal rights and our own policy where it goes further than the law requires. If anything here is unclear, email support@homartuk.com and we will explain it in plain terms.

1. Your right to cancel — 14 days, no reason needed

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are buying as a consumer you may cancel your order within 14 days of the day you receive the goods without giving any reason.

To cancel, tell us. Email support@homartuk.com with your order number, or write to the address at the foot of this page. You do not have to use a form and you do not have to justify the decision.

Once you have told us, you then have a further 14 days to send the goods back.

Who pays the return postage

For a cancellation under this right, the cost of returning the goods is yours. For a large item we can arrange a collection and deduct the cost from your refund — we will tell you the figure before we book it, and for a case or a full-height plinth it is usually between £49 and £79.

Your refund

We refund within 14 days of receiving the goods back, to the original payment method. The refund includes the standard outbound delivery charge you paid. If you chose an upgraded or two-person service, we refund the standard rate and keep the difference — which the Regulations permit.

Handling

You may inspect and handle the goods as you would in a shop. If you go beyond that — installing a wall system, drilling a plinth, removing protective film and scratching acrylic — we may deduct an amount reflecting the reduction in value. We will tell you the figure and why.

2. Where the 14-day right does not apply

Made-to-measure and bespoke items. Goods made to your specification or clearly personalised are exempt under the Regulations. Once we cut, the order is yours. We always tell you the date we cut, and changes are free until then — see Made to Measure.
Cut-to-length materials — acrylic sheet, glass and upright sections cut to a dimension you gave us.
Business purchases. The 14-day right is a consumer right. Trade and institutional buyers are covered by section 3 below and by our Terms of Service, not by this section.

None of these exemptions affect your rights if the goods are faulty, damaged or not what you ordered. Those rights cannot be excluded.

3. If something is wrong with it

Separately from cancellation, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose, and as described.

When	What you are entitled to
Within 30 days	A full refund — the short-term right to reject. We pay the return cost.
Within 6 months	A repair or replacement. If that fails or isn't possible, a refund. The fault is presumed to have been there from delivery unless we can show otherwise.
Up to 6 years	You may still have a claim for a fault that was present at delivery. After 6 months the burden of showing that shifts to you.

In every case we pay return carriage. Photographs usually settle it without anything having to travel.

4. Damaged in transit

Tell us within 7 days of delivery. Send photographs of the damage and of the outer packaging. If the crate looked damaged when it arrived and you signed for it as damaged, that is all the evidence we need. We will replace the item or refund you in full, and we pay for the collection.

Glass and acrylic in particular: please unpack within 48 hours even if you are not installing yet. See Delivery.

5. What is not a fault

Said honestly rather than buried:

Grain and colour variation in timber and veneer. Oak is a tree. Two plinths from different batches will not be identical unless you ordered them as a matched set.
Very slight optical tint in glass. Low-iron glass is far clearer than float, but no glass is colourless. If neutrality is critical, tell us at quote stage.
Fine surface marks from installation, once protective film has been removed.
A dimension you specified that turns out not to fit. We build to ±2mm and we say so; we cannot take responsibility for a measurement we were given. If you are unsure, ask us before ordering — we would much rather answer the question.
Acrylic crazing from the wrong cleaner. Solvent and alcohol-based cleaners attack acrylic. Water and a microfibre cloth, nothing else.
Fading of an object on display. Light damage is cumulative and irreversible, and it is a function of your lighting, not our case. Specifying a Display Case covers the figures.

6. How to return something

Email support@homartuk.com with your order number and what's happening.
We reply within one working day with a returns reference and an address, or book a collection.
Pack it in the original packaging. For cases and glass this matters — an uncrated case will not survive the journey, and damage caused by inadequate packing on a cancellation return is deductible.
Get proof of postage. Until it reaches us, the goods are your responsibility on a cancellation return.

Please don't send anything back without telling us first — not because we'll refuse it, but because an unlabelled crate is genuinely hard to match to an order.

7. Complaints

Email support@homartuk.com. We aim to acknowledge within one working day and resolve within five. If we cannot resolve it between us, you can take the matter to your local Citizens Advice consumer service, and nothing on this page affects your right to do so or to pursue a claim in court.