Refund policy
Returns and refunds
If something isn't right, we'll put it right. This page sets out both your legal rights and our own policy.
Your right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days of the day you receive the goods, without giving a reason.
To cancel, email support@homartuk.com with your order number and the items concerned. We'll reply with a returns reference and the address to send to. After telling us, you have a further 14 days to send the goods back, and we'll refund within 14 days of receiving them back or of proof of postage, whichever is sooner, to your original payment method.
Return postage
For a change-of-mind return you pay to send the goods back. For faulty, damaged or incorrectly supplied goods we pay — we'll send a prepaid label or arrange collection. For mirrors and mirror cabinets, do not book your own courier: contact us and we'll arrange a two-person collection, because glass sent back on a standard parcel service almost never survives, and a smashed return is very hard for either of us to resolve.
We refund the standard outbound delivery charge on a cancelled order. Where you paid the two-person handling charge, we refund up to the cost of our standard service.
Condition of returned goods
You may unpack and inspect a fitting as you would in a shop. Please don't install it, cut the flex, remove the driver from its bag or drill the mirror before deciding to keep it. Once a fitting has been wired in we can't resell it, and we may reduce your refund to reflect the loss in value. Keep the box until you're certain.
Faulty goods
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty:
- Within 30 days — reject it and get a full refund.
- Within 6 months — we'll repair or replace it; if that isn't possible, you get a refund.
- Up to 6 years (5 in Scotland) — you may still have a claim for a fault present when the goods were supplied.
This sits alongside, and does not replace, the manufacturer guarantee on the product — five or seven years on most of what we sell.
LED failure and guarantees
Most LED failures are the driver, not the LED. Tell us the product and roughly when it was bought and we will normally send a replacement driver rather than a whole fitting — it is faster for you and it keeps a working light out of the skip. Drivers on our named drivers list are stocked for ten years, so a light bought today can still be repaired in 2036.
Damaged on arrival
Report transit damage within 48 hours with photographs and we'll replace it free of charge. See our delivery page.
What we can't take back
- Fittings that have been installed, other than where they are faulty.
- Cut-to-length flex, made-to-measure mirrors and bespoke schemes produced specifically for you (we'll say clearly at the point of order if an item is bespoke).
- Opened lamp and lamp-pack seals, for safety reasons, unless the lamps are faulty.
- Installation services already carried out, though your rights in respect of the workmanship are unaffected.
None of the above affects your rights in respect of faulty goods.
Returns address
Please request a returns reference before sending anything back, so we can match your parcel to your order.
HOMART LIMITED, 30 Uphall Road, Ilford, England, IG1 2JF
support@homartuk.com · 07868 375682
If we can't agree
If you're unhappy with how we've handled a complaint, Citizens Advice offers free impartial guidance on 0808 223 1133.