In-Person Purchase Returns Policy

Homeward Bound Stores Ltd –
In-Person Purchase Returns & Refund Policy

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 bring it back to the store as soon as possible with proof of purchase. We’ll assess the item and offer a suitable remedy.

If you bring these issues to our attention within 30 days of purchase*, you will be entitled to a full refund.
If you bring these issues to our attention after 30 days, but up to 6 months post purchase*, you have the right to repair or replacement in the first instance.

*If you purchase an item in-store, but delivery is arranged at a later date (for example, furniture), these timeframes start from the date you accept delivery, not from the time of physical purchase in-store.

2. Change of Mind Returns

We understand that sometimes things don’t work out. While we’re not legally required to refund non-faulty items, as a goodwill gesture we offer:

• Exchange or store credit within 14 days of purchase.
• Items must be unused, in their original packaging, and accompanied by a valid proof of purchase.
  
  Please note:

• Furniture and large items must be returned in the same condition they were delivered or collected.
• We may not accept returns of items that have been assembled, installed, or used in your home unless they are faulty.
• We reserve the right to refuse returns if the item is not in resaleable condition.

3. Non-Returnable Items

For hygiene and safety reasons, the following items can’t 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 purchase
• Gift vouchers or store credit
• Sale or clearance items (unless faulty)

4. Refund Method

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

5. Proof of Purchase

To process a return or exchange, please provide:

• Your receipt or gift receipt, or
• A bank/card statement showing the transaction.

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

6. Faulty or Damaged Items

If an item is found to be faulty within 30 days of purchase*, 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 or collection will be inspected, and appropriate action (repair, replacement, or refund) will be taken depending on the circumstances.

*If you purchase an item in-store, but delivery is arranged at a later date (for example, furniture), these timeframes start from the date you accept delivery, not from the time of physical purchase in-store.

7. How to Return an Item

• Please bring your item to the store during opening hours.
• If the item is large or bulky, please contact us to discuss collection or delivery options.
• Unless the item is faulty, you will be required to cover the costs connected with the return.
• Our team will help assess your return and process it in line with this policy.

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