Refund and Returns Policy

Homechem Returns & Refunds Policy

Last Updated: 15 August 2025

1. Returns Eligibility

  • 14-day cooling-off period: If you've changed your mind, you're welcome to return your purchase within 14 days of the delivery date for a full refund, in accordance with UK Consumer Contracts Regulations.

  • To be eligible, items must be:

    • Unused and in original packaging

    • In the same condition as received

    • Accompanied by proof of purchase (e.g., order number or receipt)

2. How to Make a Return

To initiate a return:

  1. Contact our customer support via the Contact page on our website.

  2. Provide your order number and reason for return.

  3. We'll email you instructions and a unique returns reference number.

Affix the provided returns reference clearly to your package, and dispatch it back to us at your cost—unless the return is due to an error on our part (e.g., wrong or defective item).

3. Faulty or Damaged Products

If your item arrives damaged, defective, or incorrect:

  • Report the issue within 30 days of receipt.

  • Include photos and a description of the problem.

  • We'll assess the issue and may offer a replacement, exchange, or full refund, including return shipping costs.

4. Refund Processing

Once your return arrives and is inspected:

  • If approved, we'll issue a refund to your original payment method within 14 days.

  • Refund processing times depend on your payment provider (usually 3–5 working days for cards, immediate for PayPal).

  • You’ll receive a confirmation email once the refund is processed.

5. Exchanges

We currently do not offer direct item exchanges. To swap products, please return your undesired item and place a new order for the correct one.

6. Shipping Returns

  • Unless the return is due to an error on our end, return shipping costs are your responsibility.

  • We recommend using a tracked and insured service to ensure your return arrives safely.

7. Non-Returnable Items

For hygiene and safety, certain items may not be eligible for return once unsealed or used. We'll clearly indicate these exceptions on the product page when applicable.

8. Privacy & Data Protection

Your privacy matters. We will only use your personal data (such as name, address, and order details) to process returns and refunds, in accordance with our Privacy Policy.

9. Changes to This Policy

Homechem reserves the right to modify this policy. Any changes will be posted on this page with an updated “Last Updated” date.