Refund policy

Home Hideouts Returns & Refunds Policy

At Home Hideouts, we want you to love your purchase. If for any reason you are not completely satisfied with your order, we offer a straightforward return process. Please review the details below to ensure a smooth return experience.

To start a return, you can contact us straight away at info@homehideouts.co.uk. Please email us for any returns that are required. More bespoke items need to be cancelled within 24hrs of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@homehideouts.co.uk.

Eligibility for Returns:

  • Returns are accepted within 14 days from the date you receive your order.
  • Products must be in original, unused condition with all packaging and tags intact.
  • Custom, made to order or personalised items are not eligible for return unless they are faulty or damaged.

Restocking Fees
Please be aware that some of our suppliers may charge a return restocking fee. The amount of this fee can vary depending on the supplier and the item being returned. We aim to be as transparent as possible and will indicate this on each product page when applicable. However, if you have any questions or concerns about this process before ordering, please don’t hesitate to contact us. If a restocking fee applies, it will be deducted from your refund. We’ll notify you of any applicable fees prior to processing your return. For more details, feel free to contact us at info@homehideouts.co.uk.

How to Return:

  1. Contact Us: To initiate a return, please contact our customer service team at info@homehideouts.co.uk or use the contact form on our website. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorisation: Once we receive your request, we’ll send you a return authorization and instructions on how to send back the item.
  3. Packaging: Please carefully pack your item(s) in the original packaging to avoid any damage during the return transit.
  4. Return Shipping: Customers are responsible for the cost of return shipping unless the item is faulty or incorrect. We recommend using a tracked service to ensure your return arrives safely.

Refunds:

  • Refunds will be processed once the returned item is inspected and approved. The refund will be issued to your original payment method, and may take up to 10 working days to appear in your account.
  • Please note that shipping charges are non-refundable unless the item is damaged or incorrect.
  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@homehideouts.co.uk

Faulty or Incorrect Items:

  • Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item you received is faulty, damaged, or not what you ordered, please contact us immediately with photos and a description of the issue. In some cases, we must know within 24hrs of delivery. Please see specific product page for more information. We will cover the return shipping costs and ensure that a replacement or full refund is issued as quickly as possible.

Exchanges:

  • We currently do not offer direct exchanges. If you wish to exchange an item, you will need to return the original product and place a new order for the replacement.

Exceptions:

  • For hygiene reasons, we are unable to accept returns on certain items, including but not limited to, cushions and upholstered furniture that have been used.
  • Unfortunately, we cannot accept returns on sale items that have later gone into a sale on site.

  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  You can always contact us before you order with any return question, we'd be happy to assist! info@homehideouts.co.uk.

    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Customer Satisfaction Guarantee: We pride ourselves on customer satisfaction, and our team is always happy to assist with any concerns you may have. If you have any questions regarding our returns policy, please don’t hesitate to contact us.