At Homelyco Ltd, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy outlined below. This policy is in addition to, and does not affect, your statutory rights under UK consumer law.
📦 14-Day Cancellation & Returns
If you are a consumer purchasing online, you have the right to cancel most purchases without giving a reason.
You must inform us of your decision to cancel within 14 calendar days, beginning the day after you, or a person nominated by you, receives the goods.
Once you have notified us of your decision to cancel within this 14-day cancellation period, you have a further 14 calendar days from the date of your cancellation notice to return the goods to us.
This means that the cancellation period and the period allowed for sending the goods back are separate: you have 14 calendar days after receiving the goods to notify us of your cancellation, followed by 14 calendar days after notifying us to return the goods.
During the cancellation and return period, you may handle and inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you could reasonably do in a shop. Where permitted by law, we may make a deduction from the refund if the value of the goods has been reduced by handling beyond what is reasonably necessary.
Where possible, returned products should be complete with their accessories, documentation and original packaging.
These conditions do not restrict your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
🚫 Non-Returnable Items
Certain products may be excluded from the right to cancel where an exception permitted by UK law applies.
This may include sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery, as well as goods made to your specifications or clearly personalised.
A product is not automatically excluded from return simply because its packaging has been opened, unless a specific legal exception applies.
These exclusions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise fails to meet the requirements of UK consumer law.
🔄 Returns for Change of Mind
If you change your mind about an eligible purchase, you must notify us of your decision to cancel within 14 calendar days, beginning the day after you receive the goods.
Once you have notified us of your cancellation within this 14-day period, you have a further 14 calendar days from the date of your cancellation notice to return the goods to us.
For change-of-mind returns, you are responsible for arranging and paying the direct cost of returning the goods.
You may choose a suitable carrier or delivery provider for the return. The return cost will depend on the carrier and service you choose. Homelyco Ltd does not apply a fixed return shipping charge for change-of-mind returns.
We recommend using a tracked or otherwise verifiable return service and retaining proof that the goods have been sent until your return has been completed.
Please ensure that the goods are appropriately and securely packaged for transport.
If the goods cannot normally be returned using a standard postal service, please contact us before arranging the return so that we can provide the appropriate return information and any information required under applicable UK consumer law.
⚠️ Faulty, Damaged or Incorrect Items
If your order arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact our Customer Support Team as soon as reasonably possible.
Goods supplied by Homelyco Ltd must be of satisfactory quality, fit for purpose where applicable and as described, in accordance with the Consumer Rights Act 2015.
Where the legal requirements are met, you may have a 30-day short-term right to reject faulty goods and receive a refund. After this period, you may have rights to a repair or replacement and, where the applicable legal conditions are met, a price reduction or final right to reject the goods.
Where a return is required because the goods are faulty, damaged due to a matter for which Homelyco Ltd is responsible, incorrectly supplied, not as described or otherwise fail to comply with your statutory rights, Homelyco Ltd will arrange the return or bear the necessary and reasonable cost of returning the goods.
Please contact us before arranging such a return so that we can provide the appropriate instructions and, where applicable, arrange a suitable return service.
Depending on your legal rights and the circumstances, the appropriate remedy may include:
- ✅ A repair or replacement product
- ✅ A price reduction where applicable
- ✅ A full or partial refund where applicable
Nothing in this policy requires you to accept a replacement where UK consumer law gives you the right to a refund.
💳 Refunds
Where you exercise your right to cancel, we will refund all payments that we are legally required to refund. As our standard delivery service is free of charge, there is normally no original standard delivery charge to reimburse.
Where permitted by law, we may withhold the refund until we have received the goods back or you provide acceptable evidence that you have sent them back, whichever occurs first.
The refund will be made without undue delay and no later than 14 calendar days after we receive the returned goods or, where applicable, after you provide acceptable evidence that the goods have been sent back, whichever occurs first.
For other refunds, including remedies relating to faulty, damaged, incorrectly supplied or non-conforming goods, refunds will be provided within the timeframe required by applicable UK consumer law.
Refunds will be issued using the same payment method used for the original transaction unless you expressly agree otherwise. Where the original purchase was made by card, the refund will normally be returned to the card used for the purchase.
Where permitted by law, we may make a reasonable deduction for any reduction in value caused by handling of the goods beyond what is necessary to establish their nature, characteristics and functioning.
Homelyco Ltd does not charge an administration or restocking fee for exercising your cancellation rights.
Once we have issued a refund, your bank or card provider may require additional processing time before the funds appear in your account. This processing time is outside our control.
📋 How to Request a Return
To exercise your right to cancel, please email us at contact@homelyco.co.uk within 14 calendar days, beginning the day after you receive the goods, and clearly state that you wish to cancel your purchase.
You do not need to give a reason for cancelling a qualifying distance purchase.
Please include the following information where available so that we can identify and process your request efficiently:
- 📦 Your order number
- 👤 Your full name
- 🛍️ The product or products you wish to return
- 📅 The date you received your order
Once you have notified us of your cancellation within the 14-day cancellation period, you will have a further 14 calendar days from the date of your cancellation notice to return the goods.
Our team will provide you with the appropriate return instructions and return address. Please do not send a return to an address unless it has been confirmed for that return.
✉️ Example Cancellation Email
You may use the example below to notify us that you wish to cancel your purchase. You are not required to use these exact words, provided that your decision to cancel is clearly communicated.
To: contact@homelyco.co.uk
Subject: Order Cancellation – Order [ORDER NUMBER]
Hello,
I am writing to inform you that I wish to cancel my purchase and return the following item(s):
Order number: [ORDER NUMBER]
Product(s): [PRODUCT NAME(S)]
Order received on: [DATE]
Name: [FULL NAME]
Please send me the return instructions and the appropriate return address.
Kind regards,
[FULL NAME]
📝 Model Cancellation Form
You may also use the following cancellation form. Use of this form is optional. You may simply send us a clear cancellation request by email instead.
To:
Homelyco Ltd
123–131 Bradford Street
Birmingham B12 0NS
United Kingdom
Email: contact@homelyco.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
____________________________________________
Ordered on: ____________________________
Received on: __________________________
Order number: _________________________
Name of consumer(s):
____________________________________________
Address of consumer(s):
____________________________________________
____________________________________________
Signature of consumer(s): __________________________
Only required if this form is sent on paper.
Date: __________________________
The model cancellation form is provided for convenience and does not prevent you from exercising your cancellation right by sending us any other clear statement of your decision to cancel.
📞 Contact Us
If you have any questions regarding returns, cancellations or refunds, please don't hesitate to contact our Customer Support Team.
| Company | Homelyco Ltd Company No. 17421502 Registered in England and Wales |
|---|---|
| Registered Office | 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom |
| Operational Address | 123–131 Bradford Street Birmingham B12 0NS United Kingdom |
| contact@homelyco.co.uk | |
| Telephone | +44 7451 254765 |