Returns & Refunds
Changed your mind, or something not right? Here's exactly where you stand and what to do.
Your 14-day right to cancel
Because you're buying online, you have a legal right to cancel your order within 14 days of receiving it, for any reason and without giving one. You then have a further 14 days to send the item back. This right comes from the Consumer Contracts Regulations 2013 and applies whether or not the item has been opened — you may handle goods as you would in a shop, though we may reduce a refund if they've been handled more than that.
Our 30-day returns policy
On top of your legal rights, we accept returns for 30 days from deliveryon items that are unused and in their original packaging. That's our own policy and it's more generous than the law requires — it doesn't replace the 14-day right above.
Faulty, damaged or not as described
If something arrives faulty, damaged or isn't what was described, you have 30 days to reject it for a full refundunder the Consumer Rights Act 2015. After 30 days we'll repair or replace it. Email us with your order number and a photo and we'll sort it — you won't pay return postage on a faulty item.
How to start a return
Email hello@homecrackers.comwith your order number and which items you're returning. We'll reply within one working day with the return address and instructions. Please don't send anything back before contacting us — we can't guarantee we'll be able to match an unannounced parcel to your order.
Return postage
For faulty, damaged or incorrectly supplied items, we cover return postage. For change-of-mind returns, you pay the return postage. We recommend a tracked service — until it reaches us, the parcel is your responsibility.
Refunds
Once we've received and checked the item, we refund to your original payment method within 14 days, and usually much sooner. Your bank may take a few more days to show it. Where you cancel under the 14-day right, we refund the standard delivery cost you originally paid; we don't refund any extra you paid for a faster service.
Items we can't accept back
A few things are excluded by law once opened, including sealed items returned without their seal where that matters for hygiene or health, and anything made or personalised to your specification. If you're unsure whether something qualifies, just ask before returning it.
This policy doesn't affect your statutory rights. For delivery times see our FAQ, or read our Terms & Conditions. Questions? Email hello@homecrackers.com.