Please Contact Us Before Returning Anything
Please do not send a returned item to our business address or to the address shown on the original delivery unless we have specifically instructed you to do so.
Some Homestead Project products are dispatched directly by different suppliers or fulfilment partners. The correct return address can therefore vary depending on the product.
Before returning an item, you must contact us at info@homesteadproject.co.uk.
We will provide you with the appropriate return instructions and the specific return address for the item concerned.
You are responsible for returning the goods to the return address that we provide and for the direct cost of returning the goods, unless the goods are faulty, damaged, incorrect or otherwise require us to cover the return costs under your statutory consumer rights.
A return sent to an address other than the return address provided by us may not reach the appropriate returns facility and may cause a delay in processing your refund.
We cannot be responsible for goods sent to an incorrect address where that address was not the return address provided by us.
Returns & Refunds
At Homestead Project, we want you to be happy with your purchase. If you change your mind about an item purchased online, you normally have the right to cancel your order and return the goods within the applicable cancellation period.
This page explains our returns and refund arrangements and your statutory rights as a consumer.
14-Day Right to Cancel
For most products purchased online, you have the right to cancel your purchase without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your goods.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us or to the relevant fulfilment address.
You can contact us to exercise your right to cancel by emailing:
Please include your order number and tell us which item or items you wish to return.
Please Contact Us Before Returning Anything
Please do not send a return to an address shown on the original parcel or choose an address yourself.
Some Homestead Project products may be dispatched directly by different suppliers or fulfilment partners. As a result, the correct return address can vary depending on the particular product.
Before returning an item, please contact us at info@homesteadproject.co.uk.
We will provide you with the appropriate return instructions and the correct return address for the product concerned.
This helps ensure that your return reaches the correct location and can be processed as quickly as possible.
Items sent to an incorrect address may be delayed or may not be received by the appropriate supplier or fulfilment partner.
Cost of Returning an Item
If you are cancelling an order because you have simply changed your mind, you are responsible for the direct cost of returning the goods, unless we have specifically agreed otherwise.
We recommend using a tracked or otherwise appropriate delivery service for returns, particularly for higher-value items, and retaining your proof of postage until your refund has been completed.
If an item is faulty, damaged, incorrectly supplied or does not match its description, different consumer rights may apply. Please see Faulty, Damaged or Incorrect Items below.
Condition of Returned Goods
When you cancel an order, you may handle the goods to the extent necessary to establish their nature, characteristics and functioning, in a similar way to how you would reasonably be able to examine them in a shop.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Please therefore take reasonable care of items while deciding whether you wish to keep them.
Where possible, please return products in their original packaging and with all accessories, instructions and other items supplied with the product.
The absence of original packaging does not automatically remove your statutory cancellation rights, although you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.
Refunds
For a normal change-of-mind cancellation, we will process your refund in accordance with your statutory rights once the returned goods have been received by us or by the relevant fulfilment partner, or you have provided appropriate evidence that the goods have been sent back, as applicable.
Under the applicable consumer rules, we may withhold the refund until the goods have been returned or you have supplied evidence that they have been sent back, whichever happens first.
The return must be sent to the specific address we provide to you following your cancellation request.
Sending an item to an address that we have not provided as the return address may prevent us from receiving the goods and may delay the processing of your refund.
We will not treat an item as successfully returned merely because it has been sent to an unrelated Homestead Project address.
This does not limit your statutory rights. If you have returned goods correctly in accordance with the return instructions we provided, your refund will be handled in accordance with applicable consumer law.
Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged, defective, not as described or is the wrong item, please contact us at info@homesteadproject.co.uk as soon as possible.
Please do not return the item without contacting us first.
We will provide instructions for what to do next and, where necessary, provide the appropriate return address or collection arrangements.
Where the problem is our responsibility, your statutory consumer rights apply and you will not be required to bear return costs that the law requires us to cover.
If an item has arrived damaged, photographs of the product and packaging may help us investigate the problem with the delivery company or fulfilment partner.
Products Supplied by Fulfilment Partners
Some products sold through the Homestead Project shop may be dispatched directly by our suppliers or fulfilment partners.
For these products, the return address may be different from the Homestead Project business address.
This is why you must contact us before returning any item.
We will provide the appropriate return instructions for the specific product and your particular circumstances.
You should not arrange a return directly with a supplier unless we have instructed you to do so.
Products That Cannot Normally Be Returned
Certain products may be excluded from the normal 14-day cancellation right under consumer law.
Where an exception applies to a particular product, this will be made clear before you place your order where required.
Examples can include certain personalised or made-to-order products and certain goods which cannot be returned for reasons of hygiene or health protection once unsealed.
This does not affect your statutory rights where goods are faulty, defective, not as described or otherwise fail to meet the requirements of consumer law.
Exchanges
We do not currently operate a general exchange service.
If you wish to change an item for a different product, you should normally contact us about returning the original item and then place a new order.
Your statutory rights are unaffected.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will try to stop the order from being dispatched where this is reasonably possible.
If the order has already entered the dispatch process, you may need to follow the normal cancellation and return procedure described above.
How to Request a Return or Cancellation
Please email info@homesteadproject.co.uk with:
- Your name
- Your order number
- The product you wish to return
- Whether you are cancelling because you have changed your mind or because there is a problem with the item
- Any relevant information about the problem, if applicable
We will then provide the appropriate instructions and, where a return is required, the correct return address.
Please do not send goods back until you have received the appropriate return instructions from us.
Standard Cancellation Wording
You may use the following wording when contacting us, although you do not have to use these exact words:
I hereby give notice that I wish to cancel my contract for the following goods:
Order number:
Product(s):
Ordered on / received on:
Name:
Address:
Date:
You can send this information to info@homesteadproject.co.uk.
Your Statutory Rights
Nothing in this Returns & Refunds policy limits or excludes any rights you have under UK consumer law.
Your statutory rights regarding faulty, defective, misdescribed or incorrectly supplied goods continue to apply.
For more information about delivery arrangements, please see our Delivery Information page.
For our general terms governing purchases from Homestead Project, please see our Terms & Conditions page.