Returns Policy and Cancelation

Delivery, Cancellation and Returns Policy

The Home Living Warehouse is committed to providing a transparent and reliable service from purchase through to delivery. By placing an order with us, you agree to the terms set out below.

  1. Delivery Information

We work with trusted courier partners to ensure secure and efficient delivery. Estimated delivery timeframes are provided at checkout or within the listing. Delivery times are estimates and not guaranteed.

1.1 Delivery Requirements
Customers must provide a valid and active mobile telephone number at the time of ordering. This is required so our delivery partner can arrange a suitable delivery date and time. Failure to provide accurate contact details may result in delays.

Large items are delivered to your hallway as standard. Where offered, room of choice delivery is provided subject to safe and reasonable access. Delivery teams can navigate up to two flights of stairs. They are unable to carry goods beyond this limit, provide assembly services, or remove packaging unless specifically agreed in writing.

It is the customer’s responsibility to ensure that access is suitable and that the goods will fit through doorways, staircases and internal spaces prior to ordering.

1.2 Missed or Failed Deliveries
If a delivery is missed, refused, or cannot be completed due to access restrictions, incorrect information, absence, or change of mind, we reserve the right to charge the direct costs incurred for redelivery or return. These costs typically range between £65 and £120 depending on item size and courier charges.

Redelivery will not be arranged until any applicable charges are paid.

  1. Order Cancellation

2.1 Statutory Right to Cancel
If you are purchasing as a consumer online, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

If you cancel within this period:

  • You will receive a refund of the purchase price.

  • We may deduct the direct cost of return.

  • We may make a deduction for any loss in value resulting from unnecessary handling beyond what is reasonably required to inspect the goods.

2.2 Cancellation Before Dispatch
If you request cancellation before dispatch and outside of your statutory rights, or where goods have already been processed, allocated, prepared, or reserved, we reserve the right to deduct a reasonable administrative charge of £25 per order to cover processing and handling costs.

2.3 Cancellation After Dispatch
If goods have been dispatched and you cancel prior to delivery, you will be responsible for the direct outbound and return delivery costs incurred. These costs vary by item size but typically range between £65 and £120 and will be deducted from your refund.

  1. Order Amendments and Held Orders

3.1 Customer Requested Delivery Delays
Where we agree to hold goods at your request, including due to house moves or renovations, this is provided at our discretion and as a gesture of goodwill. Once goods have been allocated or reserved, the order is considered confirmed.

3.2 Amendments to Confirmed Orders
If you request changes after confirmation, including removing items, substituting products, or downgrading goods, the following terms apply:

  • A restocking and administrative fee of £65 per removed item will apply.

  • Replacement or newly added items will be charged at the current selling price at the time of amendment.

  • Previous promotional discounts, bundle pricing or discretionary discounts will not automatically apply to amended orders.

  • We reserve the right to decline extensive order modifications.

These terms do not affect your statutory cancellation rights where applicable.

  1. Returns After Delivery

If you wish to return goods after delivery and outside of a fault claim:

  • Returns must be requested within 14 days of delivery.

  • Goods must be unused, in original packaging and in resalable condition.

  • A collection and restocking charge of £75 per item will apply, reflecting handling and transport costs.

  • The customer is responsible for ensuring items are suitably packaged for safe return.

Refunds will be processed once goods are inspected and confirmed to be in resaleable condition.

  1. Faulty or Damaged Goods

If goods are faulty, damaged, or not as described, please notify us within 48 hours of delivery and provide photographic evidence.

Under the Consumer Rights Act 2015:

  • You are entitled to a full refund within 30 days if goods are confirmed faulty.

  • After 30 days, we may offer repair or replacement in the first instance.

  1. Warranty

All items are covered by a 12 month warranty against manufacturing defects from the date of delivery. This warranty applies to domestic use only and covers manufacturing faults. It does not cover wear and tear, misuse, accidental damage, improper care, or modifications.

Goods must remain at the original delivery address unless otherwise agreed.

  1. Non Payment of Charges

Where delivery, return, or amendment charges are properly due under these terms and remain unpaid, we reserve the right to recover reasonable costs incurred, including administrative and recovery costs where applicable.

  1. General

Nothing in this policy affects your statutory rights.

We reserve the right to amend this policy where necessary. The version published at the time of purchase will apply to your order.

For assistance, please contact our customer service team.