Returns and refunds

Both start the same way: a message to us. The difference is who pays for the postage and what you are entitled to.

1. Step 1

   Write to us

   E-mail support@homesaveexpress.com or use the support form. Give your name, the order reference and the item, and say whether it is a change of mind or a fault. For a fault, add a photo or two.

2. Step 2

   Get the return address

   We answer within 2 working days with the address to send it to and anything else you need. Please wait for this e-mail before posting anything.

3. Step 3

   Pack it and post it

   Pack the item well, ideally in its original box, and keep the proof of posting.

4. Step 4

   We check it and refund you

   When the parcel is back, we check it and send the money by bank transfer within 14 days.

When the postage is ours, our e-mail tells you how it is covered, so you are never out of pocket for our mistake.

Every item is covered by the legal guarantee of conformity for 24 months from delivery. Where the law of your country gives a longer period, the longer one applies.

The item must match its description, do the job it is sold for and come with the parts and instructions listed. If it does not, you are entitled to:

• a repair or a replacement, free of charge;
• a price reduction or a full refund, if a repair or replacement is not possible, takes too long or does not solve the problem.

A fault that shows up in the first year after delivery is treated as having been there from the start, so you do not have to prove it. Some countries give you longer than a year.

The guarantee does not cover wear from normal use, damage from an accident, or problems caused by using the item against its instructions.

For a change-of-mind return, you may handle the item as you would in a shop: unpack it, look at it, check the parts and see that it switches on.

If it has been used beyond that and has lost value as a result, we may take the loss of value off the refund. We tell you before we do, and why.

A faulty, damaged or wrong item is taken back as it is: the fault is ours to deal with.

How

By bank transfer

When

Within 14 days of receiving the goods back

How much

The price you paid for the returned items

Fees

None from us

You paid the courier in cash, so there is no payment to reverse: we send the money to your bank account instead. When the return is agreed, we ask by e-mail for the account holder's name and the IBAN. It is the only bank detail we ever ask for.

Delivery was free, so there is no delivery charge to add back. The postage you paid to return something after a change of mind is not refunded.

For a change of mind, the timing rules of the right of withdrawal also apply: see right of withdrawal.