How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
- Please allow 5 working days from receipt of a return for us to process a refund. This may take longer during the Christmas Period.
- Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address where your Order Confirmation email was sent).
- After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This timescale is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase.
Replacement time
Before contacting us please take note of the timescales required to process an exchange:
- Please allow 3 working days from receipt of a return for us to process an exchange.
Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
- UK - Up to 4 Working Days
- European Union - Up to 8 Working Days
- Rest of World - Up to 14 Working Days
Returns Policy
We are committed to ensuring you are completely satisfied with your purchase every time you shop with Homesbrand. If for any reason you are not satisfied with any of the products purchased from us, simply return the item or items to us in their original condition within 14 days of receipt.
- Refunds and exchanges are accepted within 14 days of receipt of the order, providing the product is in its original condition and unopened.
- When returning an item, providing it is in its original condition and within 14 days of receipt, a refund will be issued with the original delivery cost deducted.
- Faulty items must be returned to us within 30 days of purchase. We accept all returns for quality issues. Please see the ‘Faulty Item’ section for more details.
- For non-faulty returns of products with packaging or peripherals items, items should be unused and in original condition with undamaged seal/packaging
- To request a refund or exchange, customers must inform us within 14 days of receipt by post, by email ([email protected]), or send us the exchange/returns form that is included with the order. If you have informed us within 14 days of receipt by post or email, the returned goods need to be received by us no later than 14 days of the communication.
- We are not liable for any responsibility for products that are returned to us. For your own protection, we recommend that you use a delivery service that can be tracked or that insures you for the value of the goods.
- All packaging must be returned with any return or exchange. We may refuse a refund or exchange if the product has been used or opened.
- If an item is found to be used or tampered with, you will be notified via email within 14 days of its return. You will have the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed.
- Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
Returns address: Homesbrand, Unit3, IK House Queensway North Team Valley Trading Estate Gateshead, NE11 0NY Tyne And Wear, United Kingdom To return or exchange the item, please specify the details needed e.g. return reason and orderID. It may delay your refund / exchange process if you do not include this. If you no longer have your invoice, please include a note outlining the reason for the return/exchange, your name, address, order ID and return reason and if requesting an exchange please include details of which product you would like. We are not liable for any responsibility for products that are returned to us. For your own protection, we recommend that you use a delivery service that can be tracked or that insures you for the value of the goods.
Faulty product
If the item you received is faulty, please contact us and quote your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You can return the faulty product within 30 days of receipt. The fault must be reported to us within 30 days of the purchase date. We require any faulty product back in full for testing and examination. We accept all returns for quality issues and we will refund your full amount including postage. Refunds or exchanges will be the equivalent value of hair products received.
If no fault is present, or the product has been damaged in any way by the customer, we will not refund or replace the goods. You will have the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed. We recommend the usage of our products we suggest in our product instructions. We will not refund if our products have not been maintained properly.
Receive the wrong item
If the item you received is not what you originally ordered, please Contact Us quoting your order number, your name and address, details of the product(s) and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
