Refund & Returns Policy

Quick Summary

Changed your mind? You have 14 days from the day after delivery to tell us you wish to cancel, then a further 14 days to return the goods.
Faulty or damaged item? Stop using the product immediately, contact us, send clear evidence, and await our next steps.
Do not throw items away. Goods must be kept available for inspection, return, collection, repair, or replacement while we review your claim.
Do not return items without approval. We use multiple warehouses, and items sent to the wrong address may not be accepted or processed.
Refunds are made to the original payment method. Refunds are normally processed within 14 days of us receiving returned goods, or earlier where legally required.

Our Simple Return Process

1. Contact Us First

Please email support@homegreens.co.uk with your order number, full name, and the reason for your return or claim.

Please do not send anything back without contacting us first. We operate from multiple warehouse locations, and the correct return address depends on the product ordered.

2. Provide the Required Information

Depending on the reason for your return, we may ask for:

Change of mind returns: Confirmation that the goods are unused, in their original condition, and suitable for return.
Faulty or damaged goods: Clear photo or video evidence showing the issue.
Missing parts: A photo of what you received, plus the part number or reference from the instruction manual where available.
Incorrect item received: Photos of the item, packaging, labels, and any product codes.

3. Wait for Return Instructions

Once your request has been reviewed, we will confirm the next steps. This may include return instructions, collection details, replacement part arrangements, repair options, or another suitable resolution.

Important: Do not return goods to our head office, registered address, supplier address, or the address printed on the courier label unless we have confirmed that address in writing.

4. Return the Goods Where Required

If a return is required, goods must be packaged securely and returned using a suitable courier service. We recommend using a tracked and insured courier service, as you are responsible for the goods until they are received at the correct return address.

5. Refund, Replacement, Repair, or Other Resolution

Once the goods have been received and inspected, or once we have completed our review, we will process the appropriate resolution in line with this policy and your statutory rights.

Change of Mind Returns

As an online customer, you have the right to cancel your order without giving a reason.

Your Cancellation Window

You have 14 days from the day after the goods are delivered to tell us that you wish to cancel your order.

Condition of Returned Goods

For change of mind returns, goods must be returned in a condition suitable for resale. You are allowed to inspect the goods in the same way you would reasonably inspect them in a shop, but you must not use them beyond what is necessary to inspect their nature, characteristics, and function.

Returned goods should be:

Unused, unless only handled reasonably for inspection.
In their original condition.
Returned with all parts, accessories, instructions, fixings, and packaging where reasonably possible.
Packaged securely to avoid damage in transit.

Return Shipping Cost for Change of Mind

For change of mind returns, the customer is responsible for the cost of returning the goods to us unless we have agreed otherwise in writing.

A courier service must be used. We do not recommend postal services for large furniture items unless they provide suitable tracking and cover.

Refund Amount for Change of Mind

Where a valid cancellation is made, we will refund the product price and the standard delivery charge paid at checkout, if applicable.

If you selected an upgraded or premium delivery service, only the standard delivery amount, if any, is refundable.

We may make a deduction from the refund if the goods have been handled more than necessary, used, damaged, assembled, marked, altered, missing parts, or returned in a condition that reduces their value.

No restocking fee is charged for a valid statutory cancellation.

Faulty, Damaged, Incorrect, or Incomplete Goods

We take issues with faulty, damaged, incorrect, or incomplete goods seriously and will always work with you to resolve matters fairly.

What You Must Do

If you believe your item is faulty, damaged, unsafe, incorrect, or missing parts, you must:

Stop using the product immediately.
Contact us as soon as possible at support@homegreens.co.uk.
Provide your order number and a clear description of the issue.
Send clear photo or video evidence showing the issue.
Keep the product, packaging where reasonably possible, and all parts in your possession.
Await our written instructions before returning, repairing, disposing of, dismantling, or continuing to use the product.

Do Not Continue Using a Product You Believe Is Faulty

If you believe a product may be faulty, unsafe, unstable, damaged, or not functioning correctly, you must stop using it immediately. Continuing to use a product after noticing a potential issue may worsen the damage, create a safety risk, or affect our ability to assess the claim properly.

Evidence Required

To assess the issue quickly and fairly, we may ask for clear photos, videos, packaging photos, label photos, part references, or other reasonable evidence.

The evidence must clearly show the alleged fault, damage, missing part, incorrect item, or issue being reported. This helps us determine whether the best solution is a replacement part, repair, replacement, return, refund, or another suitable remedy.

Do Not Dispose of Goods

You must keep the goods available while your claim is being reviewed. Please do not throw away, destroy, alter, repair, dismantle, donate, sell, return, or otherwise dispose of the product unless we have confirmed the next steps in writing.

If a product, packaging, or relevant part is thrown away, destroyed, altered, repaired, dismantled, or otherwise made unavailable before we have had a reasonable opportunity to assess it, this may affect our ability to verify the issue and may limit the remedies we are able to offer.

This does not affect your statutory rights.

Outer Packaging Damage

Our packaging is designed to protect the product during transit. If the outer box arrives scuffed, dented, torn, or marked, but the product inside is undamaged and fully functional, this will not usually be treated as product damage.

However, if you are concerned, please contact us and we will be happy to assess the matter.

Missing Parts

If your item is missing parts, please contact us with:

A photo of all parts received.
A photo of the packaging and product labels where available.
The missing part number or reference from the instruction manual, if available.

Where appropriate, we will arrange for the missing part to be sent to you.

Incorrect Item Received

If you believe you have received the wrong item, please do not assemble or use it. Contact us immediately with photos of the item, packaging, courier label, product label, and any visible codes.

If we confirm that the wrong item has been sent, we will arrange the appropriate resolution.

Your Rights for Faulty Goods

Goods must be as described, of satisfactory quality, and fit for purpose.

If goods are confirmed to be faulty, not as described, or not fit for purpose, we will resolve the matter in line with UK consumer law.

Within 14 Days of Delivery

If a product is faulty, not as described, or not fit for purpose within 30 days of delivery, you may be entitled to reject the goods and receive a refund.

We may need reasonable evidence, inspection, or return of the goods to confirm the issue.

After 14 Days

If a fault is reported after the initial 30-day period, we may offer a repair, replacement, replacement part, or another suitable remedy in accordance with your statutory rights.

After 6 Months

If a fault is reported more than 6 months after delivery, we may ask you to provide evidence that the fault was present at the time of delivery or was caused by a manufacturing defect.

Where No Fault Is Found

If an item is inspected and no fault is found, or the issue is found to have been caused by misuse, accidental damage, incorrect assembly, unauthorised repair, neglect, normal wear and tear, or failure to follow the instructions, we may not be able to offer a free repair, replacement, or refund.

In these circumstances, we will explain the outcome clearly and fairly.

Health and Hygiene Products

Some products cannot be returned for change of mind once opened, unsealed, used, or removed from hygiene packaging, unless they are faulty.

This may include:

Mattresses.
Mattress toppers.
Pillows.
Bedding.
Duvets.
Sheets.
Blankets.
Protectors.
Other sealed hygiene-sensitive items.

This restriction applies where the goods are sealed for health protection or hygiene reasons and have been unsealed after delivery.

This does not affect your rights if the item is faulty, not as described, or not fit for purpose.

Made-to-Order, Custom, or Personalised Items

Made-to-order, custom, or personalised items may not be eligible for cancellation or change of mind return once production has started or the item has been made to your specification.

This does not affect your rights if the item is faulty, not as described, or not fit for purpose.

Where an item is custom-made or personalised, this will be made clear on the product page or before purchase where applicable.

Clearance, Final Sale, and Discounted Items

Clearance, final sale, and discounted items have the same statutory rights as full-price items if they are faulty, not as described, or not fit for purpose.

However, where an item is clearly marked as clearance, final sale, end of line, imperfect, ex-display, or reduced due to a stated issue, it may not be eligible for change of mind return unless your statutory cancellation rights apply or unless we have agreed otherwise in writing.

If a specific fault, mark, defect, or limitation was clearly explained before purchase, you cannot later claim that same disclosed issue as a fault.

Assembly, Installation, and Product Care

Many of our products require home assembly. Please read all instructions carefully before assembling or using your item.

You are responsible for ensuring that:

The product is assembled correctly.
All screws, bolts, fixings, and fittings are installed as instructed.
The product is used only for its intended household purpose.
The product is placed on a suitable, level surface.
The product is not overloaded or misused.
Children are supervised where appropriate.
Any safety warnings, weight limits, care instructions, and usage guidance are followed.

Damage caused by incorrect assembly, misuse, overloading, failure to follow instructions, neglect, accidental damage, unauthorised repair, or normal wear and tear is not treated as a manufacturing fault.

Laminate, Wooden, Tiled, and Hard Floor Notice

If using furniture or beds on wooden, laminate, tiled, vinyl, polished, or other hard flooring, we strongly recommend using suitable anti-slip pads, felt pads, floor protectors, or non-slip grips on all legs and contact points.

This helps reduce movement, noise, floor marking, and potential product stress caused by sliding.

Damage caused by products sliding, being dragged, being placed on an unsuitable surface, or being used without suitable floor protection may not be treated as a manufacturing fault.

This does not affect your statutory rights.

Returns Sent Without Approval

Please do not return goods without first contacting us and receiving written return instructions.

We use multiple warehouse and supplier locations. The address on your parcel, courier label, invoice, company registration, or website footer may not be the correct return address.

Items returned to the wrong address may be delayed, refused, lost, returned to sender, or not processed.

If you return goods without following our return instructions, you may be responsible for any additional courier charges, redirection costs, storage fees, or loss caused by sending the goods to the wrong location.

Return Packaging and Transit Responsibility

Returned goods must be packaged securely and safely to avoid damage in transit.

For change of mind returns, you are responsible for the goods until they are received at the correct return address.

We recommend using a tracked and insured courier service and keeping proof of postage, tracking details, and courier receipts.

If goods are damaged during return transit because they were not packaged securely, this may affect the refund amount.

Collections and Failed Collection Attempts

Where we arrange a courier collection, you must ensure the goods are safely packaged and available for collection at the agreed time and location.

If a collection fails because the goods are unavailable, unpackaged, inaccessible, or the courier cannot complete collection for reasons within your control, additional collection charges may apply.

Refunds

How Refunds Are Issued

Refunds are issued to the original payment method used at checkout.

We cannot refund to a different card, bank account, person, or payment method.

Refund Timeframe

For returned goods, refunds are normally processed within 14 days of us receiving the goods back, or within 14 days of you providing evidence that you have returned the goods, where legally required.

For cancelled orders that have not yet been dispatched, refunds are normally processed as soon as reasonably possible.

Once a refund has been processed by us, your bank, card provider, finance provider, or payment platform may take additional time to show the funds in your account.

Delivery Charges

Where you cancel your full order under your statutory cancellation rights, we will refund the standard delivery charge paid at checkout, if applicable.

If you selected an upgraded, premium, priority, express, or enhanced delivery option, we are only required to refund the standard delivery cost, if any.

Deductions From Refunds

We may make a deduction from your refund where goods have been used, damaged, assembled, altered, marked, returned incomplete, returned without reasonable care, or handled beyond what is necessary to inspect them.

We will always assess deductions fairly and reasonably.

Exchanges and Store Credit

Exchanges and store credit may be offered at our discretion where suitable.

If you choose an exchange or store credit instead of a refund, the replacement item or credit will normally be issued once the original goods have been received and inspected.

Any exchange credit will be based on the amount paid for the returned product, less any deductions that reasonably apply.

Where an exchange item is more expensive, you will need to pay the difference. Where it is cheaper, we will confirm the available options.

Your statutory rights are not affected.

Warranty Notice

We stand behind the quality of our products and provide warranty support against manufacturing defects.

Our Standard Warranty

Standard furniture: Covered by a 6-month warranty against manufacturing defects.
Electrical items: Covered by a 12-month warranty against manufacturing defects.

This warranty covers manufacturing defects only. It does not cover:

Misuse.
Accidental damage.
Incorrect assembly.
Failure to follow instructions.
Normal wear and tear.
Damage caused by moving, dragging, dropping, or mishandling the product.
Damage caused by unauthorised repairs or modifications.
Commercial use, unless the product was clearly sold as suitable for commercial use.

To maintain eligibility for warranty support, products must be assembled, used, maintained, and cared for in accordance with the instructions provided.

This warranty is in addition to, and does not replace, your statutory rights.

Items Damaged by Customer Handling, Misuse, or Repair Attempts

We cannot treat an issue as a manufacturing fault if the damage was caused by customer handling, misuse, incorrect assembly, overloading, neglect, accidental damage, unauthorised repair, attempted repair, modification, or continued use after a fault became apparent.

If you believe a product has a fault, please stop using it immediately and contact us before attempting to fix, adjust, dismantle, or dispose of it.

If you arrange your own repair or modification without our written approval, this may affect our ability to assess the issue and may limit the remedies we are able to offer.

This does not affect your statutory rights.

Proof of Purchase

We may ask for proof that the product was purchased from Direct Home Furniture.

This may include your order number, confirmation email, receipt, invoice, payment record, or other reasonable proof of purchase.

Refunds and returns are normally handled with the original purchaser.

Refusing or Cancelling a Return Request

We may be unable to accept a return or may reduce the refund amount where:

The item was returned outside the relevant return period.
The item was returned without contacting us first.
The item was sent to the wrong address.
The item is missing parts, accessories, or instructions.
The item has been used beyond reasonable inspection.
The item has been assembled, damaged, altered, repaired, or modified.
The item has been disposed of or made unavailable for inspection.
The issue was caused by misuse, accidental damage, incorrect assembly, or failure to follow instructions.
The product is a sealed hygiene-sensitive item that has been opened and is not faulty.

We will always assess each case fairly and in line with your statutory rights.

Need Help?

If you experience an issue with your order, please contact us as soon as possible. We are here to help and will always aim to resolve matters quickly, fairly, and professionally.

Email: support@homegreens.co.uk

Please include your order number, full name, delivery postcode, and any relevant photos or videos so we can assist you as quickly as possible.

Statutory Rights

Nothing in this policy affects your statutory rights. If any part of this policy conflicts with your statutory rights, your statutory rights will apply.