Returns and Refunds Policy

Last updated: 18 August 2026

We offer a 30-day returns period for eligible products. Returns must be requested and sent back within 30 days of delivery unless the product is faulty, damaged, misdescribed or otherwise covered by your statutory rights.

This policy does not affect your statutory rights.

Requesting a return

Before returning an item, please email linda.hartes@btopenworld.com with:

• Your name

• Order number or proof of purchase

• The product you wish to return

• The reason for the return

• Photographs if the product is faulty, damaged or incorrect

We will provide return instructions. Please do not send products back to the manufacturer.

Condition of returned products

Unwanted products should be returned unused and, where reasonably possible, in their original packaging with all supplied parts, instructions and accessories.

Customers may inspect products as they reasonably would in a shop. We may make an appropriate deduction from the refund if unnecessary handling has reduced the product’s value.

A missing or damaged product package will not automatically remove your statutory rights.

Products that cannot normally be returned

The following products cannot normally be returned for a change of mind unless they are faulty, damaged, misdescribed or incorrectly supplied:

• Personalised, bespoke or custom-made products

• Perishable goods

• Newspapers and magazines

• Downloadable software or digital products once downloading has begun with the customer’s consent

• Sealed audio, video or software products once unsealed

• Sealed health, hygiene or personal-care products once unsealed where they are unsuitable for return for health or hygiene reasons

• Gift cards

This does not affect your legal rights where a product is faulty, damaged, misdescribed or not fit for purpose.

Sale items

Sale and discounted products have the same return and statutory rights as full-price products, subject to the exclusions listed above.

Refunds

Once we receive and inspect a return, we will notify you by email.

Approved refunds will be issued to the original payment method without undue delay and no later than 7 days after we receive the returned goods or receive evidence that they have been sent back, where applicable.

Your bank or card provider may require additional time to place the refunded funds into your account.

When an entire online order is cancelled, we will also refund the original standard delivery charge. If a more expensive delivery option was selected, only the cost equivalent to our standard delivery service will be refunded.

We may make a reasonable deduction where a product’s value has been reduced by handling beyond what would normally be permitted when examining it in a shop.

Return postage

Customers are responsible for arranging and paying the return postage for unwanted products.

If we arrange a return service at the customer’s request, the agreed cost may be deducted from the refund.

Hartes Homestore will cover reasonable return costs where a product is faulty, damaged, misdescribed, incorrectly supplied or otherwise does not meet the customer’s statutory rights. Please contact us before returning such a product so that we can provide appropriate instructions.

Original delivery charges are treated separately as described in the Refunds section above.

Faulty, damaged or incorrect products

Please contact linda.hartes@btopenworld.com as soon as possible if a product arrives faulty, damaged or incorrect.

Goods must be as described, of satisfactory quality and fit for purpose. Depending on the circumstances and applicable consumer law, customers may be entitled to a refund, repair or replacement.

Exchanges

We can replace products that are faulty, damaged or incorrectly supplied when suitable replacement stock is available.

For change-of-mind exchanges, please contact us. Customers will normally be responsible for returning the original product and for any delivery charge associated with the replacement.

How to return a product

Please package the product securely and include your order number or sufficient information for us to identify the purchase.

Send returns to:

Hartes Homestore
Knightsbridge Buildings
Rear of 154–156 Highfield Road
Blackpool
FY4 2HH
United Kingdom

We recommend obtaining proof of postage and using a tracked and appropriately insured service for higher-value products. Hartes Homestore cannot accept responsibility for change-of-mind returns lost before they reach us.

Late or missing refunds

If an approved refund has not appeared:

1. Check your bank or payment account again.

2. Contact your card provider or payment provider, as processing times can vary.

3. Contact your bank.

4. If the refund is still missing, email linda.hartes@btopenworld.com.

Contact us

For questions about returns or refunds, contact:

linda.hartes@btopenworld.com