Refund policy

Returns and refunds

If something isn't right, we'll put it right. This page covers both your legal rights and our own policy.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days of the day you receive the goods, without giving a reason.

To cancel, email support@homartuk.com with your order number and the items concerned. We'll reply with a returns reference. You then have a further 14 days to get the goods back to us, and we'll refund within 14 days of receiving them or of proof of postage, whichever is sooner, to your original payment method.

Return costs

For a change-of-mind return you pay to send the goods back. For small items that's a parcel service. For large furniture, don't book your own courier — contact us and we'll arrange a two-person collection at £49, which is what it costs us and far less than arranging it privately.

For faulty, damaged or incorrectly supplied goods we pay, in every case, including the collection.

We refund the standard outbound delivery charge on a cancelled order. Where you paid the two-person charge, we refund up to the cost of our standard service.

Condition of returned goods

You may unpack and inspect a piece as you would in a shop — sit in the chair, open the doors, see it in the room. Please don't assemble a bed frame you've decided against, cut cane webbing off the roll, or use a care product and then return the bottle. Keep the packaging until you're sure; woven furniture is awkward to repack without it, and a piece that arrives back damaged may see its refund reduced.

Natural variation is not a fault

Every piece is hand woven from a plant. Colour varies between batches and within a single piece; the weave is never perfectly regular; natural rattan darkens with light over time. Photographs are taken in daylight and your room isn't a photography studio. None of that is a defect, and we'd rather say so plainly than have you disappointed. If the difference is genuinely beyond that, tell us — you still have your 14 days either way.

Faulty goods

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty:

Within 30 days — reject it and get a full refund.
Within 6 months — we'll repair or replace; if that isn't possible, you get a refund.
Up to 6 years (5 in Scotland) — you may still have a claim for a fault present when the goods were supplied.

We'd usually rather repair it

A loose binding, a split cane panel, a cracked pole — these are all repairable, and a repair is faster for you than a replacement piece coming from stock. Send photographs and we'll tell you honestly which is better. Repair under the Consumer Rights Act is at our cost and doesn't affect your other rights.

Damaged on arrival

Report it within 48 hours with photographs and we'll repair or replace free of charge. See our delivery page.

What we can't take back

Made-to-order and made-to-measure pieces, and restoration work on your own furniture — these are made to your specification, so the 14-day cancellation right does not apply. We'll say so clearly at the point of order.
Cane webbing, spline and binding cane cut to your length from a roll.
Opened care products, stains and lacquers.
Damage caused by outdoor use. Please read indoor only before you buy.

None of the above affects your rights in respect of faulty goods.

Returns address

Please request a returns reference first, so we can match your goods to your order.
HOMART LIMITED, 30 Uphall Road, Ilford, England, IG1 2JF
support@homartuk.com · 07868 375682