Delivery & Returns

Free delivery available on 1000s of products over £100. Choose a specific delivery date & time that suits you for an additional fee.

Delivery Options Overview

Delivery Times

All items listed on the website include an estimated delivery time and cannot be guaranteed. All estimates are based on a “working day” (Monday – Friday excluding Bank Holidays), starting the next working day after the Order is accepted. Various factors such as weather and stock shortages may impact the stated delivery time. In cases where an item is “Out Of Stock” or available for “Pre Order”, an expected restocking date is shown, where available, though it is subject to change. Until the item returns to stock, all dates are estimated.

Free Delivery and Delivery Surcharges

The vast majority of items for sale on the Website are offered with free UK mainland delivery, except for a small proportion of items that are only eligible for free delivery in certain postcode areas. We define the UK mainland as England, Wales and most parts of Scotland below the central belt. The Scottish Highlands, Northern Ireland and any islands are not eligible for free delivery. In the event of a delivery charge being required, it is clearly labelled prior to completing an Order, and the relevant charge will be applied to the total at the Checkout stage. Charges are calculated on a per delivery basis, not a per Order basis, so multiple delivery charges may be applied in certain circumstances.

Delivery Handling

Our deliveries are handled by third party carriers; often this will be a specialist courier service or a vehicle directly affiliated with a supplier. Due to this, We are unable to guarantee the execution of any special delivery instructions requested when placing an Order, though We endeavour to do so. An Order with many items may be subject to deliveries from multiple carriers, and so we are unable to guarantee that all items will be received at the same time, or on the same day, though we work hard to try and ensure this. If You cannot be present to take a delivery, you must give us adequate notice of 24 hours to enable us to re-schedule the delivery. We reserve the right to charge for any re-deliveries as a result of You not being able to take delivery on the nominated day.

Receiving Delivery

All of our deliveries are a one-man, kerb-side service. Where required, You should arrange for help to unload the Goods during delivery, and/or for storing them inside the property after delivery. Upon receiving a delivery, We recommend performing a short visual inspection, checking that all expected items are present; consulting a delivery note if available. The delivery should be received, inspected and signed-for by the Delivery contact nominated on the Order. Once the delivery is signed for, responsibility for those items is then passed on to You. Therefore, We highly recommend performing a full inspection of the items immediately afterwards, prior to storing them away.

Inspecting Delivered Items

We recommend performing a full inspection as soon as possible to determine whether any items are damaged, incomplete or faulty. In the unlikely event that this is the case, We recommend notifying us within 48 hours of receiving the delivery, which will ensure a smooth Returns process. In cases where all of these Conditions have been adhered to, We will arrange for incorrect or damaged items to be replaced for free. Collection of certain damaged items – such as broken glass – may not always be possible, so You may be asked to dispose of these items separately.

Installing Delivered Items

We advise against booking any tradesperson(s) to install items until You are in receipt of the entire Order, and it has been thoroughly checked. Any delivery times given are estimates and cannot be guaranteed, therefore We cannot be held responsible for any consequential loss. Do not try and install any damaged or faulty items, and leave them in their original packaging where possible.

Exchange or Return of Goods

Last Updated: 03/07/2025

At Home Refresh Ltd, we want you to be completely satisfied with your purchase. If for any reason you're not happy, we offer a straightforward returns process in line with UK consumer regulations.

Return Eligibility

You may request a return within 14 days of receiving your order.
All items must be unused, in their original condition and packaging.
Returns are not accepted for bespoke, custom-made or made-to-order items unless they are faulty.

Return Process

Contact us first at info@homerefresh.co.uk with your order number, the item you wish to return, and the reason for the return.
We will provide full return instructions, including the appropriate return address (usually the manufacturer’s).
Please include a return note inside the package (we will provide a printable form).

Return Shipping

Customers are responsible for arranging and covering the cost of return shipping.
We strongly recommend using a tracked and insured courier service.

Refunds

Once the item is received by the manufacturer and confirmed to be in acceptable condition, we will issue a refund within 3 working days.
Refunds will be made to the original payment method.
If the item is found to be used, damaged, or not properly packaged, we reserve the right to reduce or decline the refund.

Exchanges

In some cases, we may be able to offer an exchange instead of a refund. Please contact us to discuss available options.

Faulty or Incorrect Items

If you believe your item is faulty or incorrect, please contact us within 48 hours of delivery. We may request photos and details to help resolve the issue as quickly as possible.

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