Refund policy

Last updated: 25 August 2026

We hope you are happy with your HomeFixtures purchase. This Refund Policy explains your rights and our process for cancellations, returns, faulty products and refunds.

Nothing in this policy limits your statutory rights under applicable UK consumer law.

1. Contact Details

HomeFixtures Ltd
18 Street
Manchester
M1 1AA
United Kingdom

Email: support@homefixtures.co.uk
Telephone: +44 (0)20 7946 0123

2. Change-of-Mind Returns

If you are purchasing as a consumer through our online store, you will normally have the right to cancel an eligible purchase within 14 days after receiving the goods.

You do not normally need to provide a reason for cancelling during this period.

To exercise your cancellation right, please contact us within the applicable cancellation period at:

support@homefixtures.co.uk

Please include your:

Name
Order number
Email address used for the order
Product or products you wish to return

3. Returning Goods After Cancellation

After telling us that you wish to cancel an eligible order, you should return the goods without unnecessary delay and normally within 14 days.

Please contact us before sending anything back so that we can provide the appropriate return instructions.

Do not send products to our address without first contacting our customer care team.

4. Condition of Returned Products

You may inspect a product in the same way that you reasonably could when examining it in a physical shop.

Products should be returned with all components, accessories, instructions and other supplied items where applicable.

Where possible, please use the original packaging or other suitable protective packaging.

If the value of a product has been reduced because it has been handled beyond what was reasonably necessary to inspect it, we may make an appropriate deduction from the refund where permitted by law.

5. Important Notice Before Installation

Kitchen, bathroom, shower and plumbing products should be carefully inspected before installation.

Before drilling, cutting, fitting, connecting or otherwise modifying a product, please confirm that:

The correct product has been supplied.
The dimensions are suitable.
The finish and colour are correct.
All required components are present.
The product is suitable for the intended installation.

Installation or modification may affect whether a product can be returned as a simple change-of-mind return.

This does not affect your rights where a product is faulty, misdescribed or otherwise does not meet legal requirements.

6. Return Shipping Costs

For a change-of-mind return, you will normally be responsible for the direct cost of returning the goods where permitted by law and where you were informed of this requirement.

Larger fixtures may require a specialist courier or collection service and may therefore cost more to return than a normal parcel.

If a product is faulty, damaged on arrival, incorrect or not as described, please contact us before arranging return shipping.

7. Proof of Return

Where you arrange the return yourself, we strongly recommend using an appropriate tracked service.

Please retain your receipt, tracking information or other proof of return until your refund has been completed.

8. Refund Timing

Where a refund is due following cancellation, we will process the refund without undue delay and within the period required by applicable law.

For returned goods, we may wait until:

we receive the goods back; or
you provide evidence that the goods have been returned,

whichever occurs first where applicable.

UK rules generally require the applicable refund to be made within 14 days of receiving the returned goods or evidence that they have been sent back.

9. How Refunds Are Paid

Refunds will normally be made using the same payment method used for the original purchase unless another method is validly agreed.

Once HomeFixtures has processed the refund, your bank, card issuer or payment provider may require additional time before the money appears in your account.

10. Original Delivery Charges

Where required by UK consumer law following a valid cancellation, we will refund the cost of the least expensive standard delivery method offered for the order.

If you selected a more expensive premium or express delivery service, the additional cost above the standard delivery option may not be refundable where permitted by law.

11. Faulty Products

Products supplied to consumers must meet applicable legal requirements.

If you believe a product is faulty, please contact us as soon as possible.

Please provide:

Your order number
The product name
A description of the fault
Photographs or video where relevant

Depending on the circumstances and your legal rights, the appropriate remedy may include repair, replacement, price reduction or refund.

12. Products Damaged During Delivery

If a product arrives damaged, please contact us as soon as reasonably possible.

Where possible, provide photographs of:

The damaged product
The external packaging
The internal packaging
The delivery or courier label

Please retain the product and packaging until we have advised you what to do next.

13. Incorrect Products

If you receive a product that is different from what you ordered, please do not install, use or modify it.

Contact us with your order number and details of the item received so that we can investigate and arrange the appropriate solution.

14. Missing Products or Components

Some orders may be delivered in more than one parcel.

Before reporting a missing item, please check any dispatch notifications to see whether another parcel is still in transit.

If a product or component is genuinely missing, contact us with your order details.

15. Items Excluded From Change-of-Mind Cancellation

Certain products may be excluded from the normal change-of-mind cancellation right where permitted by law.

Examples may include:

Products made to your specification or clearly personalised.
Certain custom-made or specially modified products where the statutory exemption applies.
Sealed goods that are not suitable for return for health or hygiene reasons where the relevant seal has been broken after delivery.
Other goods excluded from cancellation rights under applicable law.

These exclusions do not remove your statutory rights if the goods are faulty, damaged, misdescribed or otherwise fail to meet legal requirements.

16. Sale and Promotional Items

Your statutory rights apply to discounted and sale products in the same way as other goods.

A reduced price does not remove your rights if the product is faulty or not as described.

Where an item was discounted because of a specific defect that was clearly disclosed before purchase, you cannot normally claim that the disclosed defect itself makes the goods faulty.