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FREE UK SHIPPING*

MONEY BACK GUARANTEE

100% SECURE PAYMENT

QUALITY ASSURANCE

Terms and Conditions

We have tried to make this as transparent and as easy to digest as possible so please take the time to read through and familiarise yourself with our 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, phone number, e-mail address and other requested information.

Stipulate a delivery address within mainland United Kingdom and except for 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. Some of our partner manufacturers may cover areas outside the UK Mainland and Northern Ireland for a surcharge. Please email us at [email protected] to get a quote prior to placing your order.

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. 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:

We provide free UK mainland delivery on all our items, unless stated otherwise. In addition, some manufacturers may impose additional surcharge on some UK Mainland postcodes. If this is the case, you will be advised of the charge prior to dispatch.

Please note our standard free delivery service is to curb side only from where you are responsible for the unloading of the item. For bulky items, please ensure you have friends or family to assist you. The courier may be able to assist with this for an additional labour charge. Please note the courier is not obligated to assist in delivery of the item to upper floors. If you require assistance, please communicate this to us prior to delivery for a quote and to ensure we dispatch appropriate courier service for you.

It is the customer's responsibility to arrange for themselves or an authorised party to receive delivery on the delivery day. For cash orders, please ensure you have the exact amount ready for collection and the delivery crew is unable to wait for payment to be arranged. If you fail to receive the item and/or do not have the full payment ready upon delivery, the drivers reserve the right to recollect item and a failed delivery charge of £30-£50 will incur.

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 official lead time for UK Mainland deliveries is 14-21 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 of £30.

If an order is cancelled after dispatch for any reason, a handling charge of £50 - £150 will incur to cover courier and administrative costs.

Any delivery charge payments (upfront or otherwise) are non-refundable unless we fail to deliver the item within a reasonable time (14-21 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 up to the customer's discretion to receive delivery or reschedule. Please make sure we have the correct contact details as our carriers may attempt delivery even if they have been unable to reach you. Any failed delivery will incur a £30 - £50 failed delivery fee.

It is the customer's responsibility to ensure there is enough access space for the item to pass through with ease. In the event an item is returned due to access issues, a handling charge of £30 - £50 will incur for failed delivery.

For "Cash on Delivery" orders, the item must NOT be opened until full payment has been made.

The drivers are not responsible for setting up the items.

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

For smaller items, the courier may leave the item in a common "safe place" or with the concierge.

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 14-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 14-day period and get a refund.

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 between £30-£150 depending on item, location and type of service requested.

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 £50 will be deducted to cover the initial delivery cost. Each additional item is charged at £30/item.

The item must be returned during the given timeslot within the 14-day period, or as agreed with the respective depot in order to qualify for a refund.

If a collection service is opted for, the item will normally be collected within 7-14 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 2-5 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 14-day period has lapsed, the items are not eligible for a refund.

The 14-day Money Back Guarantee does not apply to clearance items, bulk orders (3 units+) and orders where a special discount is provided.

The 14-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, guidelines which 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.

In cases where after inspection of the photographic proof, our technical team is unable to determine a manufacturing fault, you will be offered a service where a team member will be sent to your premises for inspection of the item. A service charge of £80 - £150 is paid upfront for the service and is fully refundable if the fault is in fact found to be a manufacturing fault, after which a replacement or repair is organised. If deliberate damage is found, the service charge is not refundable and no replacement is processed.

The faulty item may only be exchanged for the same item and may not be exchanged with any other items or be used as credit for other purchases.

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.

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.

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 14-21 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.

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:

In most cases, your order will only be dispatched when every item is available. This means that the expected delivery date will be that of the longest lead-time item. When items are being delivered from different depots, 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, a handling charge of £30/- is deducted from the total refund.

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 otherwise there may be a minimum failed delivery charge of £30 payable before we can re-arrange delivery.

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.

If you are out when we attempt delivery your order will be returned to the depot and a failed delivery fee will be payable before we can re-arrange delivery. If you decide to cancel the order instead of having your order re-delivered, a handling charge of £50 - £150 will be deducted from your refund.

You must check there is suitable access to your delivery address for delivery of your item(s). This includes access and parking for a large delivery vehicle and access through your home to get your order into your property. Any refunds due to access and/or size issues will incur a £50-£150 handling charge.

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).

We mainly deal with manufacturers who 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 and charge an administrative fee of £30.

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.

Photographs are for illustrative purpose only and may not match the product to an absolute.

Copyright:

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.

Miscellaneous:

We 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.