Refund policy

Last updated: 29 August 2026

At Homiva Decor, we want you to be completely satisfied with your purchase. If you are not happy with your order, please contact us as soon as possible and we will be happy to assist you in accordance with this Refund & Returns Policy and your applicable consumer rights.

Change of Mind Returns

If you have changed your mind about your purchase, you may have the right to cancel your order within 14 days of receiving your goods, subject to applicable consumer law.

To request a return, please contact us within the applicable cancellation period and provide:

  • Your full name

  • Order number

  • Product name

  • Reason for return

  • Photographs of the product where requested

After notifying us of your cancellation, the product should be returned within the applicable return period.

Products should be returned in their original condition and, where reasonably possible, with the original packaging and accessories.

Please do not send any product back without first contacting us and receiving return instructions.

Damaged or Defective Products

We take great care to ensure that your order reaches you safely. However, if your product arrives damaged, defective or materially different from the product you ordered, please contact us as soon as possible.

For damage or quality issues, please provide clear photographs of:

  • The damaged or defective product

  • The packaging

  • The shipping label

  • Any visible damage to the outer packaging

This information helps us investigate the issue with our fulfilment and delivery partners.

For products supplied through our dropshipping fulfilment partner, damage and discrepancy claims must be submitted to our fulfilment partner within the applicable supplier timeframe. We therefore strongly recommend that you report any damage or incorrect item to Homiva Decor within 3 working days of delivery.

Please retain the original packaging until your claim has been resolved, as it may be required if the product needs to be collected and returned.

Incorrect Item Received

If you receive an item that is different from the item you ordered, please contact us as soon as possible.

Please do not use or dispose of the product. Keep the product, packaging and delivery information until we provide further instructions.

Where the incorrect item is confirmed, we will arrange an appropriate solution, which may include:

  • A replacement product

  • Collection and return of the incorrect product

  • A refund, where applicable

Return Conditions

Returned products should, where applicable:

  • Be in their original condition

  • Include the original packaging and accessories

  • Not have been unnecessarily damaged or altered

  • Include all parts supplied with the product

You must not return an item to our supplier or fulfilment partner directly unless Homiva Decor has specifically instructed you to do so.

Unauthorised returns may delay the processing of your refund or replacement.

Refunds

Once an eligible return has been received and inspected, we will process the applicable refund.

Where a refund is due, it will normally be made to the original payment method used for the purchase.

For eligible cancellations under applicable consumer law, refunds will be processed within the legally required timeframe.

Where the law permits a deduction because goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, the applicable deduction may be made.

Return Shipping Costs

If you are returning an item because you have changed your mind, return shipping costs may be your responsibility where permitted by applicable law and where this was clearly communicated before purchase.

If the item is faulty, damaged, incorrect or not as described, Homiva Decor will arrange an appropriate remedy in accordance with applicable consumer law.

Non-Delivery or Failed Delivery

If a delivery attempt is unsuccessful because incorrect or incomplete delivery information was provided by the customer, additional delivery arrangements may be required.

Please ensure that your delivery address, postcode, telephone number and other contact details are accurate when placing your order.

If a parcel is returned to us or our fulfilment partner because it could not be delivered, we will contact you to determine the appropriate next step.

Any additional costs will only be charged where permitted by applicable law and where the customer is responsible for the failed delivery.

Products Returned After Being Moved to Another Address

For certain damaged-product claims, our fulfilment partner may require the product to be collected from the original delivery address.

If a product has been moved to another address before an approved collection, this may affect the ability of the fulfilment partner to process the claim.

Please contact Homiva Decor before moving a damaged or defective product to another address.

Exclusions

Some products may be excluded from the standard cancellation right where an applicable legal exception applies.

For example, certain personalised or made-to-order products may have different cancellation rights.

Where an exception applies, the relevant information will be provided on the product page or before you complete your purchase.

Nothing in this policy affects your statutory consumer rights.

How to Request a Return or Refund

To request a return, replacement or refund, please contact us through our Contact Us page or the customer service details provided on our website.

Please include:

Order Number:
Full Name:
Email Address:
Product Name:
Reason for Return:
Photographs (if the product is damaged or defective):

For damaged, defective or incorrect items, please contact us as soon as possible and preferably within 3 working days of delivery so that we can promptly investigate the issue with our fulfilment and delivery partners.

Our Commitment

Homiva Decor works with trusted fulfilment and dropshipping partners to deliver our products directly to customers.

Our fulfilment partner may have its own operational requirements regarding returns, inspections, packaging, collections and claims. We will manage the process with our fulfilment partner on your behalf.

However, our internal arrangements with suppliers do not limit or remove any statutory rights you have as a consumer.

We reserve the right to update this Refund & Returns Policy from time to time to reflect changes in our business, fulfilment arrangements or applicable laws.

Contact Us

If you have any questions about our Refund & Returns Policy or wish to request a return or refund, please contact Homiva Decor at hello@homivadecor.co.uk.

We are always happy to help and will aim to resolve your issue as quickly and fairly as possible.