Our Returns Promise
We want you to be completely happy with every purchase. If you are not satisfied for any reason, you have 30 days from delivery to return your item for a full refund.
How to Return an Item
- Email customer.care@homesplex.com within 30 days of receiving your order with your order number and reason for return.
- We will respond within 2 working days with return instructions.
- Repackage the item carefully in its original packaging where possible.
- Send via a tracked delivery service and retain your proof of postage.
- Once we receive and inspect the item, we will process your refund within 5–10 working days.
Conditions for Returns
- Items must be returned within 30 days of delivery.
- Items must be unused, in their original condition, and in original packaging.
- Return postage costs are the customer's responsibility unless the item is faulty or we sent the wrong item.
- Made-to-order or personalised items cannot be returned unless faulty.
- No restocking fees are charged on any return.
Large & Heavy Items
For large items such as furniture, fitness equipment, garden structures, and massage chairs, please contact us at customer.care@homesplex.com before attempting to return. Due to the size and weight of these products:
- We will arrange a specialist collection service on your behalf
- Items must be disassembled and repackaged in their original packaging before collection
- Collection is free of charge for faulty or incorrectly supplied items
- For unwanted large items, a collection charge may apply — we will confirm this before proceeding and you are under no obligation to proceed
Faulty or Damaged Items
If your item arrives damaged or develops a fault within 30 days, please contact us at customer.care@homesplex.com within 48 hours of delivery with your order number and clear photographs. We will arrange free collection and a replacement or full refund at no cost to you.
For faults developing after 30 days, your rights under the Consumer Rights Act 2015 still apply. Please contact us and we will assess the fault and advise on your options.
Refunds
Refunds are issued to your original payment method. Please allow 5–10 working days for the refund to appear in your account after we have processed it. Card refund times may vary depending on your bank or card provider.
Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us immediately at customer.care@homesplex.com or call 03330 904 195. We will do our best to cancel the order before dispatch. If the order has already left our warehouse, our standard return process will apply.
Your Statutory Rights
This policy does not affect your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You have the right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations, regardless of our extended 30-day policy. Your rights under the Consumer Rights Act 2015 extend to 6 years for latent defects.
Questions?
Email us at customer.care@homesplex.com or call 03330 904 195 — we're happy to help.