Refund policy
Returns & Refunds Policy
Last updated: 20 August 2026
At Home & Handy UK, we want you to be happy with your purchase. If you are not completely satisfied, you may be able to return your order for a refund in accordance with this Returns & Refunds Policy and your statutory rights under UK consumer law.
Nothing in this policy affects or limits your legal rights as a consumer.
1. Our Contact Details
If you have any questions about a return, refund, damaged item or faulty product, please contact us:
Home & Handy UK
Email: shipping@homeandhandyuk.com
Website: homeandhandyuk.com
Returns address: 3 Cândido Dos Reis Road Silver, Algarve, Portugal 8300-126 OR Enterprise House, Sevenoaks, TN15 8JL.
Please include your order number whenever contacting us about a return.
2. Your Right to Cancel an Online Order
If you are a consumer purchasing goods from us online, you generally have the legal right to cancel your order without giving a reason.
You have 14 days from the day after you receive your goods to tell us that you wish to cancel your contract.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods to us.
You do not need to give a reason for cancelling.
This statutory cancellation right is separate from your rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
3. How to Request a Return
To request a return, please email:
Please provide:
- Your full name
- Order number
- The product(s) you wish to return
- The reason for your return, if you wish to provide one
- Any relevant photographs, where applicable
We will provide you with the relevant return instructions.
Please do not send goods to an address other than the returns address provided by us.
4. Condition of Returned Items
When exercising your statutory cancellation right, you may handle the goods to the extent necessary to establish their nature, characteristics and functioning, in a similar way to how you would be able to inspect them in a shop.
You should take reasonable care of the goods while they are in your possession.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.
Where possible, please return products in their original packaging and with all accessories, instructions and other items supplied with the product.
However, your statutory rights will not be affected simply because original packaging is unavailable.
5. Cost of Returning an Item
Unless the item is faulty, damaged, incorrect or otherwise does not conform to the contract, you will normally be responsible for the direct cost of returning an item when exercising your statutory cancellation right, unless we have stated otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide appropriate instructions.
Where we are legally responsible for return costs, we will arrange or reimburse the return as required by law.
6. Refunds for Cancelled Orders
Once you have validly cancelled your order, we will process your refund in accordance with applicable law.
For a standard cancellation, we will refund the payments we are legally required to refund, including the cost of standard delivery where applicable.
If you selected a more expensive delivery service than our standard delivery option, we are generally only required to refund the cost of the standard delivery service.
We may withhold reimbursement until we have received the returned goods or you have provided evidence that you have sent them back, whichever happens first.
Where applicable, refunds will normally be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise.
7. When Will I Receive My Refund?
We aim to process refunds as quickly as possible.
Where you exercise your statutory cancellation rights, refunds will be made within the applicable legal timeframe, normally within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.
Your bank or payment provider may take additional time to make the refunded funds available in your account.
8. Faulty or Damaged Products
If your product is faulty, damaged, defective, not as described or does not do what it is supposed to do, please contact us at:
Please provide your order number and, where possible, photographs or videos showing the problem.
Under UK consumer law, goods supplied to consumers must generally be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
We will assess the issue and provide an appropriate resolution in accordance with your legal rights.
We will not ask you to waive or give up rights that you are legally entitled to.
9. Incorrect Items
If you receive an item that is different from the item you ordered, please contact us as soon as possible at:
Please provide your order number and photographs of the item received where possible.
We will arrange an appropriate solution, which may include providing the correct item or issuing a refund.
Where we have sent you the wrong item, we will not expect you to bear the cost of correcting our error.
10. Items Damaged During Delivery
If your order arrives damaged, please contact us at:
Please provide:
- Your order number
- Photographs of the damaged product
- Photographs of the packaging, if available
- A brief description of the damage
Please retain the packaging until we have had an opportunity to investigate the issue.
We will assess the damage and provide an appropriate remedy in accordance with your statutory rights.
11. Items That Cannot Normally Be Returned
Certain goods may be excluded from the statutory cancellation right where an applicable legal exception applies.
These can include, for example:
- personalised or bespoke products;
- goods made to your specifications;
- goods that are liable to deteriorate or expire rapidly; and
- sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
Where an exception applies to a particular product, we will provide the relevant information before you place your order.
12. Sale Items
Sale and discounted products have the same statutory consumer rights as products sold at full price.
A product being on sale does not remove your legal rights if the product is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.
If a product was specifically discounted because of a particular fault or defect and that fault was clearly brought to your attention before purchase, different rights may apply in relation to that known fault.
13. Exchanges
We may offer exchanges at our discretion where appropriate.
However, exchanges do not replace or restrict your statutory rights.
If you have received a faulty, damaged or incorrect item, please contact us at shipping@homeandhandyuk.com before sending the item back.
14. Refunds for Faulty Goods
Where you are legally entitled to a refund because goods are faulty or otherwise fail to meet the requirements of applicable consumer law, we will provide the appropriate refund in accordance with those legal requirements.
We will not impose a refund fee where doing so would be contrary to your statutory rights.
15. Uncollected or Incorrectly Addressed Orders
Please make sure your delivery address is correct when placing your order.
If an order is returned to us because an incorrect or incomplete address was provided, please contact shipping@homeandhandyuk.com.
Depending on the circumstances, we may be able to arrange redelivery. Additional delivery costs may apply where the failed delivery resulted from incorrect information supplied by the customer, subject always to applicable law.
16. Proof of Purchase
We may ask you for reasonable proof of purchase, such as:
- your order number;
- order confirmation email;
- receipt;
- payment confirmation; or
- other reasonable evidence showing that the purchase was made through Home & Handy UK.
17. Your Statutory Rights
This Returns & Refunds Policy does not affect your statutory rights under applicable UK consumer protection legislation.
Where goods are faulty, not as described or otherwise fail to meet applicable legal requirements, you may have additional rights beyond our standard returns process.
We will not use this policy to restrict or exclude rights that cannot legally be restricted or excluded. UK consumer terms must be fair and transparent.
18. Questions About Returns
If you are unsure whether your item qualifies for a return or refund, please contact us before sending it back.
Email: shipping@homeandhandyuk.com
We will do our best to help resolve your issue promptly and fairly.
Home & Handy UK
Website: homeandhandyuk.com
Returns & Shipping Email: shipping@homeandhandyuk.com
Returns Address: 3 Cândido Dos Reis Road Silver, Algarve, Portugal 8300-126 OR Enterprise House, Sevenoaks, TN15 8JL.
Last updated: 20 August 2026
