Refund & Returns Policy

At Homezoro, we want you to be happy with your purchase. If there is a problem with your order, your item is faulty or damaged, or you simply change your mind, please contact us so we can explain the available options and help you with your return or refund.

This Returns & Refunds Policy explains our approach to cancellations, returns, refunds and faulty, damaged or incorrect items for customers in the UK. Your statutory rights under applicable UK consumer law are not affected by this policy.

1. Your Right to Cancel an Online Order

For many products purchased online, UK consumers have a statutory right to cancel their order without giving a reason.

In general, the cancellation period for goods is 14 days from the day after you receive the goods. If you decide to cancel, you should notify us clearly within the applicable cancellation period.

After notifying us of your cancellation, you will normally have a further 14 days to return the goods, unless a different arrangement applies.

These cancellation rights are subject to applicable legal exceptions and conditions. Certain types of products may not qualify for the standard cancellation right.

2. How to Request a Return or Cancellation

Before returning an item, please contact us at:

support@homezoro.shop

Please include:

• Your full name
• Order number
• Product name
• Reason for contacting us, where applicable
• Photographs or other evidence if the item is damaged, faulty or incorrect

We will review your request and provide the appropriate return instructions.

Please do not send an item to an address provided by a supplier, fulfilment partner or other third party unless Homezoro has specifically instructed you to do so.

3. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or significantly different from the product description, please contact us as soon as reasonably possible.

We may ask you to provide photographs or other information so that we can investigate the issue and determine the appropriate solution.

Where you have a legal right to a refund, repair or replacement, we will handle the matter in accordance with applicable UK consumer law.

Where applicable, customers should not be responsible for reasonable return costs when goods are faulty, incorrect or otherwise do not conform to the contract.

Your statutory rights relating to faulty, unsafe, misdescribed or non-conforming goods are not affected by this policy.

4. Change of Mind Returns

If you simply change your mind about an online purchase, you may have the statutory cancellation rights described in this policy.

Returned goods should be handled with reasonable care and returned within the applicable cancellation period.

Where permitted by law, a refund may be reduced if the value of the goods has been diminished because they were handled beyond what would reasonably be necessary to inspect their nature, characteristics and functioning.

Certain products may be excluded from cancellation rights under applicable law.

5. Refunds

Once a valid cancellation has been completed, we will process any refund due in accordance with applicable UK consumer law.

Where a refund is due, we will normally make the refund using the original payment method.

For eligible online cancellations, refunds are generally made within 14 days of receiving the returned goods or, where applicable, receiving appropriate evidence that the goods have been sent back.

The timing and amount of any refund may depend on the circumstances of the cancellation and the legal rights that apply to the order.

6. Original Delivery Costs

Where a customer exercises a statutory cancellation right, the cost of standard delivery will generally be refundable where required by applicable law.

If you selected a more expensive delivery option than the least expensive standard delivery option we offered, we may only be required to refund the cost of the least expensive standard delivery option.

This does not affect any separate rights you may have where goods are faulty, incorrect or otherwise do not conform to the contract.

7. Products Excluded from Cancellation Rights

Certain products may be excluded from statutory cancellation rights or may be subject to specific legal conditions.

Examples may include:

• Certain personalised or made-to-order products
• Products that deteriorate or expire quickly
• Certain sealed products that cannot be returned for health or hygiene reasons once unsealed

The specific legal exceptions that apply depend on the nature of the product and the circumstances of the purchase.

Where an exception applies, we will provide the relevant information where required.

8. Returns After the Statutory Cancellation Period

If you contact us after the applicable statutory cancellation period has ended, we may still be able to assist depending on the circumstances and condition of the product.

However, the expiry of a cancellation period does not remove separate statutory rights that may apply to faulty, unsafe, misdescribed or otherwise non-conforming goods.

If you believe an item has a problem after the cancellation period, please contact us and explain the issue so we can assess the appropriate next steps.

9. Return Instructions and Unauthorised Returns

To help us process your return correctly, please contact Homezoro before sending goods back unless we have already provided specific return instructions.

Do not send products directly to a supplier, manufacturer, fulfilment centre or other third party unless we have instructed you to do so.

This helps ensure that your return can be identified and processed correctly.

10. Your UK Consumer Rights

Nothing in this Returns & Refunds Policy is intended to remove, limit or replace any statutory rights you may have under applicable UK consumer law.

Where a product is faulty, not as described, unsafe or otherwise does not conform to the contract, different consumer rights may apply in addition to the standard online cancellation period.

For general information about consumer rights when buying goods online, you can visit the official GOV.UK guidance on online and distance selling.

11. Contact Us

If you have questions about returns, refunds, cancellations or a problem with your order, please contact us:

Email: support@homezoro.shop

Please include your order number whenever possible so that we can identify your purchase and assist you more efficiently.

Homezoro
Better products. Easier living. Happier homes.