Refund policy
Home Den — Returns, Refunds & Cancellations Policy
Effective date: 1 September 2026
Last updated: 1 September 2026
We hope you will be delighted with your Home Den purchase. If something isn't right, please contact us at support@homeden.co.uk.
This policy does not affect your statutory consumer rights.
1. Changing Your Mind
If you are a consumer purchasing eligible goods online, you will normally have the right to cancel your purchase without giving a reason.
You should tell us that you wish to cancel within 14 days after the day you receive the goods.
If an order contains multiple goods delivered separately, the statutory cancellation period may run from receipt of the final relevant item where applicable.
After notifying us of your cancellation, you will normally have a further 14 days to return the goods.
To exercise your cancellation right, contact:
You may use the Model Cancellation Form at the end of this policy, but you do not have to use it.
2. Returning Change-of-Mind Purchases
Please contact us before returning an item so that we can provide the appropriate return instructions.
Because Home Den works with different production, supply and fulfilment partners, the correct return address may not be the address from which your parcel was originally dispatched and may not be Home Den's business correspondence address.
Do not return an item to a production or fulfilment partner without receiving return instructions from Home Den.
For an eligible change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless we tell you otherwise or the law requires us to pay that cost.
We recommend obtaining appropriate proof of postage.
3. Looking After Returned Goods
You may inspect goods in a way that would reasonably be permitted in a shop.
You are responsible for taking reasonable care of goods while they are in your possession.
Where permitted by law, a refund may be reduced to reflect a loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
4. Refunds Following Cancellation
Where you validly cancel an eligible order, we will refund the payments we are legally required to refund.
This will normally include the price paid for the cancelled goods and the applicable standard outbound delivery charge where required by law.
As Home Den does not currently offer customers a choice of enhanced or premium postage options, this distinction will not normally arise.
Refunds will be made using the original payment method unless otherwise agreed and permitted.
We will process refunds within the timescales required by applicable consumer law. For returned goods, we may be entitled to wait until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first.
5. Made-to-Order Products
Some Home Den products are produced only after an order is placed.
A standard product being produced to order does not automatically mean that it is excluded from statutory change-of-mind cancellation rights.
If Home Den introduces genuinely personalised, bespoke or custom-made products, we will identify them appropriately and explain any applicable cancellation exception before purchase.
6. Exceptions to Change-of-Mind Cancellation
Some categories of goods may be excluded from statutory cancellation rights in circumstances specified by law.
Any relevant exception will be applied only where legally permitted.
Your rights concerning faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods are separate and are not removed merely because a change-of-mind exception applies.
7. Sale and Clearance Items
Sale and clearance products retain applicable statutory consumer rights.
A product being reduced in price does not remove your rights simply because it was purchased in a sale.
8. Faulty, Damaged, Misdescribed or Incorrect Goods
If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us promptly at:
Please provide your order details and a description of the problem.
We may reasonably request photographs or other information to help us investigate the issue. This does not remove your statutory rights.
Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, price reduction or refund.
Where goods are faulty, damaged, misdescribed or incorrect, Home Den will meet return costs where required by law.
9. Damage in Transit
If possible, please contact us promptly after discovering that an item has been damaged during delivery.
Photographs of the product and packaging can be helpful when we investigate the issue with the relevant delivery or fulfilment partner.
10. Missing Orders
If your estimated delivery period has passed and your order has not arrived, please contact support@homeden.co.uk.
We may investigate with the relevant delivery and fulfilment partners before determining the appropriate resolution.
Making a genuine missing-parcel enquiry will never affect your consumer rights.
11. Refund Processing
Once a refund has been issued by Home Den, your bank or payment provider may require additional time to show the funds in your account.
Processing times outside Home Den's control can vary between payment providers.
12. Model Cancellation Form
You may copy and complete the following form if you wish to cancel an eligible contract. Using this form is optional.
To:
Home Den
Amanda Jane Lester, Sole Trader
15 Parkers Close
Easton
Norwich
Norfolk
NR9 5EE
United Kingdom
Email: support@homeden.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered: __________________________________
Order number: ___________________________________
Ordered on: _____________________________________
Received on: ____________________________________
Customer name: __________________________________
Customer address: ________________________________
Signature (only if this form is sent on paper):
Date: ___________________________________________