Refund policy

Last updated: 11 November 2025

1. Overview

We want you to be completely satisfied with every purchase from Value Homeware. If you are not happy with an item, this policy explains when returns are accepted, how to request a return, how refunds are processed, and what to expect.

2. 30-day returns window

You may return most items within thirty (30) calendar days from the Delivery Date for a refund or exchange, provided the item is unused, in its original packaging and in a resaleable condition. Returns initiated after the 30-day period will only be accepted if the item is faulty or there is an error on our part.

3. Items not eligible for return

The following items are not eligible for return unless faulty:

  • Clearance or final-sale items. 
  • Items that have been used, soiled, or altered from their original condition.
  • Items without original packaging, labels, and any included accessories.

4. Faulty, damaged or incorrect items (returns free of charge)

If your item arrives faulty, damaged or we have sent the wrong product, please contact us immediately. We will arrange a return and cover the return shipping cost, and we will offer a replacement or a full refund (including original shipping charges where applicable). To help us process your claim quickly, please provide photos and a brief description of the defect or damage.

5. How to request a return

  1. Email our customer team at sales@value-homeware.com with: your order number, the item(s) you wish to return, the reason for return, and photos if the item is faulty or damaged. 

  2. After we receive your request we will confirm whether the return is approved and provide return instructions and the return address (or collection details for large items). Do not send items back before receiving return authorisation.

6. Return shipping costs & responsibilities

  • If the return is due to a fault, damage in transit, or our error, we will cover the return shipping cost and provide a prepaid returns label where applicable. 
  • If you are returning an item for any other reason (e.g., change of mind), return shipping is normally the customer’s responsibility unless otherwise stated in a specific promotion or product listing.
  • For large or heavy items we may offer a collection service (charges may apply for change-of-mind returns).

7. Refunds — timing and method

  • Once we receive and inspect your returned item, we will notify you by email to confirm receipt and the outcome of the inspection.
  • Approved refunds will be issued within 14 working days of receipt and inspection (sometimes sooner). Refunds will be issued using the original payment method. Please allow your payment provider additional time to post the refund to your account.
  • Where original shipping was charged and the return is for change of mind, original shipping costs are non-refundable unless the return is due to a fault or our error.

8. Exchange or replacement items

If you would prefer an exchange or replacement (for example, a different size or colour), state this in your initial return request. Exchanges are subject to stock availability. If the replacement product costs more than the original, we will charge the difference; if it costs less, we will refund the difference after the original item is received. 

9. Cancellations and orders before dispatch

If you wish to cancel an order, please contact us as soon as possible at sales@value-homeware.com. If the order has not been dispatched we will cancel and refund in full. If the order has already been dispatched, please follow the normal returns procedure. 

10. Proof of return and lost parcels

We strongly recommend using a tracked and insured returns method and keeping proof of postage until your refund has been processed. We are not responsible for items lost in transit if you choose an untracked return method.

11. International returns (outside the UK)

International customers are responsible for any return postage, taxes, duties or customs charges incurred when returning items, unless the return is due to a fault or our error. Check the product listing for any country-specific information before ordering.

12. Questions and contact details

If you have any questions about returns, refunds or exchanges, contact us:
Email: sales@value-homeware.com