Refund policy
We want you to be happy with your order. If something isn't right, here's how returns and refunds work at Home&Me. This policy doesn't affect your statutory rights under UK consumer law.
Cancelling before dispatch
If your order hasn't been dispatched yet, email us at hello@homeandme.co.uk with your order number and we'll cancel it and give you a full refund.
Changed your mind?
You can cancel your order for any reason within 14 days of receiving it. Once you've told us, you then have a further 14 days to send the item back.
- Items should be unused, in the condition you received them and, where possible, in their original packaging.
- You're responsible for the cost of returning items when you've changed your mind. Large or bulky items (such as furniture, sheds and garden buildings) can cost more to send back, so please ask us for guidance before arranging collection.
- If an item has been used or handled more than needed to check it, we may reduce your refund to reflect any loss in value.
How to return an item
- Email hello@homeandme.co.uk with your order number, the item(s) you'd like to return and the reason.
- We'll reply with the returns address and instructions. Our products are sent from different warehouses, so please don't send anything back before hearing from us, as items sent to the wrong address may be delayed or lost.
- Pack the item securely and keep your proof of postage until your refund has been processed.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or isn't what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos of the problem. We'll cover the return cost and offer a replacement, repair or full refund, in line with your rights under the Consumer Rights Act 2015.
Items we can't accept back
For hygiene and safety reasons, we can't accept change-of-mind returns on the following once the seal or packaging has been opened:
- Perfumes and fragrances
- Personal care and grooming products (such as shavers, trimmers and massagers)
- Bedding, incontinence pads and similar items where the hygiene seal has been broken
- Personalised or made-to-order items
This doesn't affect your rights if any of these items are faulty.
Refunds
Once we've received your return (or proof that you've sent it), we'll process your refund within 14 days to your original payment method. Your bank may take a few extra days to show it. If you cancel an entire order you've changed your mind about, we'll also refund the standard delivery charge you paid, if any.
Contact us
Home&Me
Email: hello@homeandme.co.uk
Office 10641, 321–323 High Road, Chadwell Heath, Essex RM6 6AX, United Kingdom