Refund policy

This policy applies to consumer purchases from Forme online. It does not limit your statutory rights for goods that are faulty, not as described or not fit for purpose.

How to contact us

Email info@homefituk.co.uk or call 01430 876688 with your order number, the products concerned and what you would like us to do. You may also write to HOMEFIT (UK) LIMITED, Unit 10, Broadhelm Business Park, Broadvale Close, Pocklington, YO42 1AE.

Changing your mind about an online order

You generally have 14 days after you receive the goods to tell us that you wish to cancel, without giving a reason. If goods from one order are delivered separately, the period normally runs from receipt of the last goods. You then have a further 14 days after telling us to send them back.

A clear statement by email, post or telephone is sufficient. Include your name, address, order number and the products you are cancelling. You do not have to use a particular form. Contacting us for return arrangements does not shorten your cancellation period.

Return arrangements and costs

Please contact us before dispatching a return so we can confirm the correct address and suitable transport. Tiles are heavy and fragile; keep them secure and package them adequately for the journey. Do not assume a showroom or supplier address can accept an unarranged pallet delivery.

Please contact our team to discuss the available return or collection options and whether any charges apply. The appropriate arrangements depend on the products, quantities and transport needed, particularly for tiles imported from Spain. We will explain any applicable charge before you agree to the arrangement.

For a statutory change-of-mind cancellation, we will only ask you to pay direct return transport costs where the required information about those costs was supplied before purchase. For heavy goods that cannot normally be returned by post, this includes the required cost or estimate. Where that information was not provided, we will bear the cost where required by law.

Condition of returned goods

You may inspect goods as you could reasonably do in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Keep packaging and labels where possible to protect tiles and identify batches; missing original packaging does not automatically remove your cancellation rights.

A statutory cancellation is not an indefinite surplus-tile buy-back scheme. For requests outside your legal rights, including spare boxes after the cancellation period, contact us to ask whether a return can be agreed. Do not assume it is accepted until confirmed.

Refunds

For a valid cancellation, we refund within 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier, unless we have offered to collect them. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

If you cancel the whole order, we also refund the cost of our least expensive standard delivery option offered for that order. The extra cost of an upgraded delivery service does not have to be refunded. Any lawful deduction for diminished value will be explained.

Faulty, damaged or incorrect goods

Tell us as soon as you notice a problem. Photographs of the goods, packaging and batch labels help us investigate. Do not fit products you believe are faulty or incorrect, and keep them available for inspection or collection. A request to report damage promptly is not a 48-hour limit on your legal rights.

Under the Consumer Rights Act 2015, you generally have a short-term right to reject faulty goods within 30 days. Depending on the circumstances and timing, you may also be entitled to repair, replacement, a price reduction or a refund. We bear reasonable return costs where required for goods that are faulty or not as described.

Exceptions and business purchases

The change-of-mind cancellation right may not apply to goods genuinely made to your specifications or clearly personalised, where the legal exception applies. Ordering a standard tile specially from a supplier, including importing it from Spain, does not by itself make it personalised or remove your statutory cancellation rights. Fault rights remain unaffected.

Consumer cancellation rights do not automatically apply to purchases made wholly for a business. Contact us about a business return and any agreed terms for that order.