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Terms and Conditions

By placing an order with us, you confirm acceptance to these terms which apply to all purchases with us through our website and/or through any other sales channels.

Eligibility To Order:

To be eligible to make purchase with us, you must:

Provide your real name, a valid UK telephone number, a valid e-mail address and other requested information to facilitate order processing.

Stipulate a valid delivery address within the United Kingdom.

Please note that PO box numbers, hotels and accommodation addresses are not acceptable.

Payment & Security Information:

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus payment charges, if imposed on your selected payment mode, and delivery charge (if any).

You confirm that the PayPal account, Credit or Debit card being used is yours and/or you are authorised to use it. All Credit/Debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from us.

Delivery & Access Details:

Free delivery applies to the majority of UK Mainland postcodes, however, surcharges may incur for remote areas including some UK Mainland postcodes depending on the location of the dispatching merchant. This is especially applicable to Scottish Offshore (KW15-17, ZE, HS, PA20, 41-49, 60-75, 77-78, KA27-28, PH40, 42-44), Scilly Isles (TR21-25), Northern Ireland (BT), Channel Islands (GY, JE), IOM (IM), Eire and BFPO addresses. To enquire, please email us at sales@homedone.co.uk to get a quote prior to placing your order.

For medium to large items, while several courier service providers will bring the item to your premises up to the ground floor, please note our standard free delivery service is to kerbside only from where you are responsible for the unloading of the item. If you are on an upper floor, please make sure you have help available for smooth receipt of your delivery. Please note the courier is not obligated to assist in delivery of the item to upper floors unless arranged in advance. If you require assistance, please communicate this to us prior to delivery for a quote to ensure we dispatch the appropriate courier service for you. Failed delivery based on the above may incur redelivery or cancellation charges.

For small items, we use standard courier service providers such as Royal Mail, Yodel, Hermes who may deliver the item to your mailbox or to a communal designated area for all mail, such as the concierge or a designated safe place. As with normal letter delivery, please note the order is considered complete if delivered as stated above. If a signature is required, the courier may leave a card in the same location with rebooking or self-collection details. For small items, we are unable to provide a specific delivery date or timeframe, however, tracking details are provided.  Please note redelivery or cancellation charges may incur if an items is returned to us.

Large items such as sliding wardrobes are prebooked prior to delivery. If a booking has been accepted by yourself, charges may incur to change the booking. Where this is requested less than 3 working days prior to the booked delivery date or after dispatch, full failed delivery charges will incur.

It is the customer's responsibility to arrange for themselves or an authorised party to receive delivery on the delivery day. Please note the courier is not obligated to wait upon arrival and full failed delivery charges will incur if the courier is unable to deliver the item(s).

Up to 86% of our orders are delivered within the ETA displayed on the product pages at the time of ordering and a large proportion are delivered within 2-5 working days. However, please note our standard lead time for UK Mainland deliveries is 14-28 working days and the ETA provided on the product pages (where available) is tentative and not guaranteed. Cancellations due to a deviation from the tentative ETA may incur a handling charge in addition to full failed delivery charge if the item is already in transit.

If an order is cancelled after dispatch for any reason, a handling charge of £49 - £199 will incur to cover courier and administrative costs - depending on item.

Any delivery charge payments (upfront or otherwise) are non-refundable unless we fail to deliver the item within a reasonable time (14-28 working days).

Our courier partners deliver Monday to Sunday and may occasionally run special delivery service on Bank Holidays.

Your order will be delivered anytime between 7am and 10pm. For times before or after, it is the customer's discretion to receive delivery or reschedule. Please make sure we have the correct contact details as the courier may attempt delivery even if they have been unable to reach you on your provided number. Redelivery or cancellation charges may incur for failed delivery.

It is the customer's responsibility to ensure there is enough access space for the item to pass through with ease. The customer must ensure there is safe parking available for item loading/unloading and the courier may refuse delivery if there is no safe place to load/unload the item(s). This is particularly important if an item has been ordered with fitting service. Parking arrangements must be made by the customer prior to delivery and fitting. In the event an item is returned due to access or parking issues, a handling charge of £30 - £150 will incur in addition to full failed delivery charged by the courier.

Where fitting service has been purchased, this is organised with professional handymen who aim to complete the job as efficiently as possible. The item must be inspected thoroughly upon job completion and any issues stated prior to signing. If this is not indicated on spot and not stated on the job completion sheet, no claims can be accepted for damage/fault after.

If fitting service has been purchased and the place where the item has to be fitted is deemed unsuitable, any alternative location for fitting must be proposed. If an item is returned due to insufficient space/access to carry out the item fitting, full redelivery charge or cancellation charge will incur.

The courier is not responsible for unpacking or setting up items unless the service has been separately purchased.

The drivers reserve the right to refuse delivery if the vicinity/area is deemed unsafe or their personal safety is at risk.

If the customer's location is distant from available parking/unloading area, the customer must make prior arrangements to unload and carry the item to their premises. Labour charges may apply if courier assistance is required (where available).

Product Returns, Damage and Loss:

We offer a 30-Day Money Back Guarantee on all our items. In the event you are not fully satisfied with your purchase, you can return the item within the 30-Day period and get a refund or exchange for an alternative item.

To process a refund request, the item must be in its original, resaleable condition. Adequate photographic proof must be provided for preliminary inspection, guidelines for which are provided when the request is made. Once confirmed, the item must be returned to the designated depot in its original packaging and in a resaleable condition where it will be inspected and upon approval, a refund request will be processed. A collection service is available and is charged depending on item, location and type of service requested.

All damage/fault reports must be made within 30 days from the day of delivery or charges may incur for any replacements.

In cases where the item is returned for reasons other than manufacturing fault, the initial delivery charge paid is non-refundable. For orders where a free delivery was offered, including those on our website, a charge of £29 - £199 will be deducted to cover the initial delivery cost (depending on item). Each additional item is charged at £29/item.

If a collection service is opted for, the item will normally be collected within 10-21 working days. This is subject to the nature of the item, season, route and capacity.

Refunds are processed back using the initial method used for payment or via bank transfer and may take up to 7 working days to show in your account.

If a collection service is opted for and upon physical examination, the condition of the item does not match the photographic proof provided, the item will not be collected and the handling charge will not be refunded. A full collection charge will incur again for a second attempt. The same is applicable for a failed collection attempt.

Should a collection attempt fail or the item be in less than satisfactory condition, we reserve the right to refuse return or may offer partial refund only.

Once the 30-Day period has lapsed, the items are not eligible for a refund.

The 30-Day Money Back Guarantee does not apply to clearance items, bulk orders (3 units+) and orders where a special discount has been provided.

The 30-Day Money Back Guarantee applies to mattresses, duvets, bedding products and other close contact items ONLY IF their original packaging has not been opened and if the item remains in condition exactly as upon delivery. If any part of the item packaging has been opened, the guarantee is void and the item cannot be returned.

For a faulty item, adequate photographic proof must be provided for preliminary inspection and can be uploaded with the return or exchange request on the returns page. Once the fault is confirmed, we will arrange to collect the item for replacement or repair within 14-21 working days.

Only damaged parts are replaced, not complete items. The customer is responsible for clearly communicate the exact part numbers from the instruction manual. If the wrong parts have been indicated by the customer, charges will incur for any new parts requested including delivery costs.

In cases where after inspection of the photographic proof, our technical team is unable to determine a manufacturing fault, the item must be returned at the customer’s cost or collection charges will incur.

If the item is found to be damaged due to mishandling or improper assembly, no refund/replacement will be issued.

Items with mirror/glass must be checked on delivery and no claims will be entertained for mirror/glass damage if this has not been recorded on the courier sheet.

If fitting for an item has been purchased, any damage must be clearly indicated to the fitter upon job completion and reported to us with photographic proof within 24 hours from the time of the fitting.

If a flatpacked item has been fitted, it is no longer in resaleable condition and is not eligible for return. Customers must fully inspect all parts within a flatpack to ensure they have everything available in good order prior to attempting fitting. If an item has been fitted and parts are later reported as damaged or missing, only replacement parts are provided. This is done only if the photographic proof does not show negligence or damage due to improper fitting. No refunds are possible.

If a customer has expressly authorised the courier to leave an item in a safe place, any rights to loss/damage claims are effectively waived by the customer.

Some items, especially those that come assembled, might experience minor damage while being delivered into the premises. Unless this significantly affects the overall functionality of the product and/or its cosmetics, the item is not considered faulty/damaged.

For logistic reasons, fitting service (where applicable) may be done on item delivery or booked in separately on another day. We are unable to guarantee delivery and fitting at the same time.

Damage as a result of customer handling is not covered under the money back policy and the full invoice remains payable.

Time taken for replacements varies from product to product. We strive to resolve all replacement/repair requests within 14-28 working days. However, for certain parts, this can take longer. We are not responsible for any loss incurred as a result of the product being faulty.

Unless otherwise stated, please note all dimensions on product listings are approximate.

The items are not covered under any warranty unless stated otherwise.

Risk of damage to or loss of the products shall pass to the customer upon delivery.

We reserve the right to make the final decision on a refund/replacement request.

Other Terms & Conditions:

Each item ordered is mutually exclusive and is processed by the system individually. If you have manually made combinations of items and wish to cancel an item because another item has become unavailable for any reason, the standard return policy will apply to each item. This means the item already dispatched or delivered will need to be returned to us at your cost or a collection charge may incur.

When items are being delivered from different merchants, the items may arrive separately. In addition, some items may be broken down into multiple consignments for logistic reasons and all pieces may not arrive at the same time.

If an order is cancelled after placement for any reason, an admin and payment processing charge of £39-£199 will be deducted from the total refund based on overall order value.

Once a delivery date has been booked, you must arrange to take delivery on the day. Orders can be loaded onto the delivery vehicle up to 2 days before delivery and cannot be unloaded until all deliveries have been made. For this reason, any changes to delivery must reach us at least 3 working days before your planned delivery date.

The delivery crew does not issue nor carry receipts. Your invoice will be emailed to you automatically when you place your order using our online shopping platform.

Please note product images are professionally taken and are for reference only. The images may not reflect the actual item at an absolute. If you have absolute requirements, please request real item images prior to placing order (subject to availability).

Some manufacturers may occasionally make subtle changes to products without notice. Such changes are beyond our control. Returns in such cases are only accepted under our standard returns policy in their original, resaleable condition/packaging and only if no assembly has been attempted on the item.

Any promotional discount codes offered are applicable to the main catalogue items only and do not apply to special offers. We promote various coupon codes via different channels and expressly state their validity on each channel. We rely on customers' credibility to not use a coupon code outside of its scope of validity. If a discount code is knowingly used outside of its scope, we reserve the right to cancel the order.

Finally, we work hard to keep our delivery promises, however, delays can occur that are outside our control. Home Done Limited will not be liable for any late or missed delivery on our part.

Made To Order Items:

If you decide to cancel your made-to-order item for any reason, it is unlikely that we could sell it to another customer at full selling price. We will therefore charge a cancellation fee of 50% of the order price.

Guarantees & Warranties:

All our products are without manufacturer guarantee/warranty unless otherwise stated.

Content & Company Communications:

We take all reasonable care to ensure all details, descriptions, images and prices appearing on our website and in company communications are correct. Any typographical, clerical or other error or omission shall be subject to correction without liability.

All images used on our website are owned by individual merchants marketing their products on our website. We are not liable for any copyright violations pertaining to use of such images and videos by merchants on our website. Any copyright issues must be reported to us and upon verification, any listings in violation will be suspended.

Copyright, Intellectual Property and Third Party Information:

All content on this website, including text and images, is protected by UK copyright law. Anyone found to be using this content without our express permission will be asked to remove it and could be prosecuted.

The user is allowed to consult (the information supplied on) the website and make copies of it for personal use, for instance by printing or storing. Any other use, for instance storing or reproducing (parts of) the website on a separate internet website or the creation of connections, hyperlinks and deeplinks to (parts of) the website, is not permitted without explicit written permission from Home Done.

The information on the website is partly supplied by third parties, such as Third Party Sellers and other users (such as Third Party Reviews). Home Done cannot be held responsible for any damage resulting from incorrect, incomplete or wrongful information supplied by third parties on the website.

The website may contain links to external internet pages. Home Done cannot be held responsible for the use or content of webpages to which a link to the website is featured, or which feature a link to the website.

Liability:
Subject to intention or gross negligence, the total liability of Home Done towards the customer due to imputable failure in the performance of the contract is limited to compensation to a maximum of the amount stipulated for that contract. In case of a long-term contract, then said liability is limited to a reimbursement of the amount that the customer owed to Home Done in the 3 months preceding the event causing the damage.

Home Done shall not be liable for indirect damage, including, but not limited to, consequential damage, loss of profit, missed savings, loss of data or damage due to business interruption.

The customer indemnifies Home Done against any claims in respect of any third parties carrying out services on behalf of Home Done.

Home Done is a marketplace and is not responsible for any losses incurred by the customer due to unsuitability of a product or negligence in manufacturing of a product including but not limited to failure to comply with legal requirements by the end merchant selling the product via Home Done.

Unless performance of the contract is permanently impossible, the liability of Home Done due to an attributable failure to fulfil an obligation from the contract shall only arise if the customer informs Home Done forthwith, in writing, with a reasonable deadline for remedying the failure, and Home Done continues to be in default in the fulfilment of its obligation after that term. The notice of default must contain an as complete and as detailed a description as possible of the shortcoming, so Home Done is given the opportunity to respond adequately.

In the event of force majeure, Home Done shall not be obliged to compensate for any damage to the customer.

Home Done will not be liable for any indirect or consequential loss or damage arising out of any problem you notify to us and will have no liability for any failure or delay in delivering goods or any damage or defect in goods delivered which is caused by any event or circumstance which is beyond our reasonable control.