Distance Purchase Returns Policy

Homeward Bound Stores Ltd –
Distance Selling Returns & Refund Policy

For purchases made online, by phone or via email

Last updated: October 2025

“Here at Homeward Bound, we’re a small, family run business and we truly value each and every one of our customers. We simply wouldn’t be here without you.
We always aim to offer the best possible service and resolve any issues fairly and promptly. While some faults or issues are out of our control, we’ll do our very best to find a satisfactory outcome wherever possible, while also ensuring we protect our business so we can continue serving our community.”

1. Your Statutory Rights

Our returns policy complies with UK consumer law.
You are legally entitled to a refund, repair, or replacement if your item is:

• Faulty or damaged,
• Not as described, or
• Unfit for purpose.

If you believe your item meets these criteria, please notify us as soon as possible. We’ll arrange for the item to be returned, inspected, and offer a suitable remedy.

• If you notify us of a fault within 30 days of delivery, you are entitled to a full refund.
• If a fault arises after 30 days but within 6 months, you are entitled to a repair or replacement in the first instance.

Timeframes begin from the date you receive the goods, not the date of order or payment.

2. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods for any reason.

• You must notify us in writing (email is fine) within 14 days of delivery.
• You then have a further 14 days to return the goods.
• Items must be unused, in their original packaging, and in resaleable condition.

Please note:

• You are responsible for the cost of returning the goods unless they are faulty or misdescribed.
• Furniture and large items must be returned in the same condition they were delivered. Upon return, you may be charged a 'repackaging fee' for large items as we may have already disposed/recycled the protective packaging. This will be deducted from your refund amount. 
• We may also make a deduction from your refund if the item shows signs of use or damage beyond what is necessary to inspect it.

3. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

• Perishable goods (e.g. candles that have been lit, diffusers that have been opened)
• Personal items such as cushions or throws if unsealed after delivery
• Gift vouchers or store credit
• Sale or clearance items (unless faulty)

In addition, bespoke or made-to-order items are not eligible for cancellation once production has begun, unless faulty.

4. Refund Method

• Refunds are issued to the original payment method only.
• If you paid by card, refunds may take 3–5 working days to appear in your account.
• We cannot provide cash refunds for online or phone orders.

5. Proof of Purchase

To process a return or exchange, please provide:

• Your order confirmation, delivery note, or
• A bank/card statement showing the transaction.

Without proof of purchase, we may be unable to process a refund or exchange.

6. Faulty or Damaged Items

If your item is found to be faulty within 30 days of delivery, you are entitled to a full refund.
After 30 days, we may offer a repair or replacement in line with the Consumer Rights Act 2015.

For furniture and larger homeware:

• Faults reported after delivery will be inspected, and appropriate action (repair, replacement, or refund) will be taken depending on the circumstances.
• Please report any visible damage within 48 hours of delivery.

7. How to Return an Item Purchased Remotely

• Please email info@hb-ironbridge.co.uk with your order number and details of the return.
• We will confirm the return address and provide instructions.
• For large or bulky items, collection can be arranged for a charge (unless the item is faulty).
• Unless the item is faulty or misdescribed, you will be responsible for return shipping costs.
• Once received and inspected, your refund will be processed promptly.

📍 Homeward Bound Stores Ltd
4 Wharfage, Ironbridge, Shropshire, TF8 7AW
📧 info@hb-ironbridge.co.uk

This policy does not affect your statutory rights under UK consumer law.
Please note: bespoke and handmade furniture may include natural variations in the wood, which are not considered faults (see separate information sheet).