Right of withdrawal

You have 14 days from the day the goods arrive in your hands, or in the hands of someone you name other than the courier. The count starts the day after delivery: goods delivered on a Monday can be withdrawn until the end of the Monday two weeks later.

• If an order arrives in several parcels, the time runs from the day the last one arrives.
• If the last day falls on a Saturday, Sunday or public holiday, you have until the end of the next working day.
• It is enough to send your message before the time runs out. The goods can follow.

Send us a clear statement that you are withdrawing from the purchase. Any of these will do:

• an e-mail to support@homesaveexpress.com;
• the support form on our help page;
• the model form below, sent by e-mail or printed and posted to our registered office.

Please include:

• your name and the delivery address;
• the order reference (it starts with HSX-);
• the items you are sending back.

Using the model form is up to you: a message in your own words is just as valid. We confirm by e-mail that your withdrawal has reached us, within 2 working days.

This is the standard form set out in European consumer law. Fill it in, then post it or send it by e-mail. The e-mail button opens it in your mail app, ready to complete.

Send the goods back within 14 days of the day you told us. The return address comes in our e-mail confirming your withdrawal: please do not post anything before you have it.

The return postage is yours to pay, unless the goods arrived faulty, damaged or not what you ordered: then it is ours (see returns and refunds). Choose any postal or courier service you like. One that gives you a proof of posting protects you if the parcel goes astray.

Large or heavy items cost more to post than a small box. If you would like an idea of the cost before you decide, ask us.

You may handle the goods the way you would in a shop: take them out of the box, look at them, check the parts and try the switches.

If the goods come back used beyond that, or damaged by handling, we may reduce the refund by the value they have lost. Pack them well, ideally in the original box.

We refund everything you paid for the returned goods. Delivery was free, so there is no delivery charge to add back. The return postage for a change of mind stays with you.

The money goes out by bank transfer without delay once the goods are back with us, or once you have sent us proof of posting if that comes first, and never later than 14 days after that.

Because you paid the courier in cash, there is no payment to reverse. We ask you by e-mail for the account holder's name and the IBAN, and we charge no fee for the transfer.

Until the parcel is handed to the courier, you can cancel free of charge: tell us on the confirmation call, or write to support@homesaveexpress.com with your order reference.

If it is already on its way, you can simply refuse it at the door. It comes back to us, you pay nothing, and the order is closed.

The right of withdrawal belongs to consumers: people buying for their own household rather than for a trade or business.

The law also makes one exception that can touch household goods: items sealed for health or hygiene reasons cannot be returned once you have broken the seal after delivery. If you are unsure whether an item falls under this, ask us before you open it.

None of this affects a fault. A faulty item is always covered by the legal guarantee: see returns and refunds.