This page sets out both your legal rights and our own policy where it goes further. If anything is unclear, email support@homartuk.com and we'll explain it in plain terms.
1. Your right to cancel — 14 days, no reason needed
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you're buying as a consumer you may cancel within 14 days of receiving the goods without giving any reason.
To cancel, tell us. Email support@homartuk.com with your order number, or write to the address at the foot of this page. No form, no justification required.
You then have a further 14 days to send the goods back.
Who pays the return postage
For a cancellation under this right, the cost of returning the goods is yours. For a large item we can arrange a collection and deduct the cost from your refund — we'll tell you the figure before booking it, and for a wardrobe or a storage wall it is usually £49.
Your refund
We refund within 14 days of receiving the goods back, to the original payment method, including the standard outbound delivery charge you paid. If you chose two-person delivery we refund the standard rate and keep the difference, which the Regulations permit.
Handling, and the flat-pack question
You may inspect and handle goods as you would in a shop. Opening a box and looking at the parts is fine. Fully assembling a flat-pack item is not, and if an assembled and disassembled unit comes back scratched or with stripped fittings we may deduct an amount reflecting the reduction in value. We'll tell you the figure and why.
In practice: unpack it, look at it, offer up the biggest panel to the space if you need to — and if it's wrong, stop there and email us rather than building it to be sure.
2. Where the 14-day right does not apply
- Made-to-measure and bespoke items. Goods made to your specification are exempt under the Regulations. Once we cut, the order is yours — and we always tell you the cutting date, with changes free until then. See Made to Measure.
- Cut-to-length materials — shelf boards and panels cut to a dimension you gave us.
- Business purchases. The 14-day right is a consumer right; business buyers are covered by section 3 and by our Terms of Service.
None of these affects your rights if the goods are faulty, damaged or not what you ordered. Those cannot be excluded.
3. If something is wrong with it
Separately from cancellation, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described.
| When | What you're entitled to |
|---|---|
| Within 30 days | A full refund — the short-term right to reject. We pay the return cost. |
| Within 6 months | A repair or replacement; if that fails or isn't possible, a refund. The fault is presumed to have been there from delivery unless we can show otherwise. |
| Up to 6 years | You may still have a claim for a fault present at delivery. After 6 months the burden of showing that shifts to you. |
We pay return carriage in every case here. Photographs usually settle it without anything having to travel.
4. Missing or broken fittings
Email us the part letter from the instruction sheet and we'll post a replacement free, usually same day. You don't need to return anything and you don't need to send the whole unit back for one cam lock. This is the single most common thing people contact us about and it is the easiest to fix.
5. Damaged in transit
Tell us within 7 days of delivery, with photographs of the damage and of the outer packaging. If the box looked damaged on arrival and you signed for it as damaged, that's all the evidence we need. We replace or refund in full and we pay for collection.
6. What is not a fault
Said honestly rather than buried in the small print:
- Grain and colour variation in timber and veneer. Oak is a tree. Two pieces from different batches won't be identical unless you ordered them as a matched set or a package.
- Knots, mineral streaks and slight colour change with light. Oiled timber darkens; ash and birch yellow a little. That's the material doing what it does.
- A dimension you measured that turns out not to fit. We publish width, depth, height and the smallest cross-section, and Will It Fit? explains how to check. We can't take responsibility for a measurement we weren't given — but ask us first and we'll check it for you free.
- A unit that rocks on an uneven floor. Almost no floor in a British flat is level. Adjustable feet are supplied on everything over 600mm tall; if yours didn't come with them, tell us and we'll send a set.
- Damage from overloading a shelf beyond its stated load, or from assembling with the fittings over-tightened.
- Rattan and cane panels in a damp room. They're indoor-dry-room materials and the product page says so.
7. How to return something
- Email support@homartuk.com with your order number and what's happening.
- We reply within one working day with a returns reference and an address, or we book a collection.
- Pack it in the original packaging. Damage caused by inadequate packing on a cancellation return is deductible.
- Get proof of postage. Until it reaches us, the goods are your responsibility on a cancellation return.
Please don't send anything back without telling us first — not because we'd refuse it, but because an unlabelled box is genuinely hard to match to an order.
8. Complaints
Email support@homartuk.com and say it's a complaint so it's routed properly. We aim to acknowledge within one working day and resolve within five. If we can't resolve it between us you can take it to your local Citizens Advice consumer service, and nothing here affects your right to do so or to pursue a claim in court.
Our details
HOMART LIMITED
30 Uphall Road, Ilford, England, IG1 2JF
Company number 15257354, registered in England and Wales
support@homartuk.com · 07868 375682