Refund policy
We're a small UK business and we'd rather sort a problem out than argue about it. This page explains how returns and refunds work. Nothing here affects your legal rights.
If anything below isn't clear, email info@homewiseuk.co.uk and ask.
Changed your mind?
You have 14 days from the day your order arrives to tell us you'd like to return it, and a further 14 days to send it back.
Email info@homewiseuk.co.uk with your order number. Any clear message telling us you want to cancel is fine — there's no form to fill in.
Please contact us before sending anything back. Our items ship direct from our supplier's warehouse rather than from us, so returns go there. We'll give you the correct address when you get in touch.
You pay to send it back
If you've simply changed your mind, the cost of returning the item is yours. We don't provide a returns label and we aren't able to collect.
What condition it needs to be in
You're welcome to unpack an item and look it over, just as you would in a shop. That won't affect your refund.
If it comes back damaged, incomplete, or used beyond what you'd do in a shop, we may reduce your refund to reflect the loss in value. Please return it in its original packaging where you can — flat-packed items in particular are difficult to send back safely without it.
Cancelling before it arrives
You can cancel at any point between placing your order and 14 days after it arrives.
If you tell us before it's been dispatched we can usually stop it, and there's nothing for you to send back or pay. Email us as soon as you can with your order number — we place orders with our supplier each morning, so the sooner you tell us the better the chance of catching it.
If it's already on its way, don't refuse the delivery — take it in and email us, and we'll sort the return out properly.
Your refund
Once we've received the item back — or you've sent us proof that it's on its way — we'll refund you within 14 days, to the payment method you used.
You'll get back everything you paid for the item. Delivery was included in the price, so there's no separate delivery charge to refund.
Refunds can take a few working days to appear on your statement after we've issued them. That part is your bank's timing, not ours.
Faulty, damaged, or not as described?
That's different, and it's on us.
You don't pay anything to return an item that arrives faulty, damaged or not as we described it. Email info@homewiseuk.co.uk with your order number and a photo if you're able to, and we'll arrange collection and either replace it or refund you in full.
Please tell us as soon as you reasonably can. If something is damaged in transit it helps to let us know within a few days of delivery, while the courier evidence is still fresh — but this doesn't limit your legal rights, which are set out below.
Your legal rights
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they aren't:
- Within 30 days of delivery you can reject the item and get a full refund.
- After 30 days you're entitled to a repair or a replacement. If that isn't possible, or doesn't put things right, you can claim a refund — which may be reduced to reflect the use you've had.
- Within the first six months, a fault is assumed to have been there at delivery unless we can show otherwise.
Your right to cancel a distance purchase comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and is described at the top of this page.
Nothing on this page limits those rights.
Something hasn't arrived
If your order hasn't turned up when you expected it, email info@homewiseuk.co.uk with your order number and we'll chase it with the courier.
If a parcel is lost in transit, that's ours to put right — we'll replace it or refund you. If it was left somewhere you asked for it to be left and then went missing, that one is unfortunately yours.
How to contact us
Email: info@homewiseuk.co.uk
We aim to reply within one working day.
HomewiseUk — EST. 2020
HomewiseUk is a trading name of Cwtch Digital Ltd
4 Gwel y Mynydd
Llanberis
Caernarfon
LL55 4GA
United Kingdom
Cwtch Digital Ltd is a company registered in England and Wales, company number 17047763. Registered office as above.
Last updated: 25 August 2026