Refund policy

This Return and Refund Policy explains how HOMEBASE SUPPLIES LIMITED handles cancellations, returns, refunds, replacements, damaged goods, faulty products, incorrect items, shortages and other order-related issues for purchases made through our online store.

HOMEBASE SUPPLIES LIMITED operates as a wholesale supplier of kitchenware and kitchen accessories. Our product range may include cooking utensils, food preparation accessories, bakeware, storage products, kitchen tools, serving accessories and related household and catering products supplied individually or in wholesale packs, boxes or cases.

Our online store is primarily intended for businesses, retailers, resellers, hospitality businesses, professional buyers and other trade customers. Wholesale orders may be subject to minimum order quantities, pack quantities, case quantities, minimum order values and stock availability.

Nothing in this Policy excludes or limits any statutory rights that cannot lawfully be excluded or limited.

1. Company Information

HOMEBASE SUPPLIES LIMITED
Company number: 17386943

Business address:
225 Denby Dale Road
The Courtyard
Wakefield
WF2 7AJ
United Kingdom

Email: contact@homebasesupplies.co

Please contact us before returning any goods.

Do not send goods to our business address unless we have specifically confirmed that address for your return. Depending on the relevant product and order, we may provide a different authorised return address.

2. Business and Wholesale Purchases

Our store is primarily designed for wholesale and business purchasing.

If products are purchased for:

  • Business use;

  • Trade;

  • Resale;

  • Retail;

  • Hospitality;

  • Catering;

  • Professional use;

  • Commercial use;

  • Institutional or organisational use,

the purchaser will normally be treated as a business customer unless otherwise agreed in writing.

Business customers do not automatically have a right to return correctly supplied goods simply because they have changed their mind.

For wholesale and business orders, returns of unwanted, over-ordered or incorrectly selected goods are only accepted where HOMEBASE SUPPLIES LIMITED approves the return in writing.

This does not affect rights relating to goods that are faulty, damaged, incorrectly supplied, materially not as described or otherwise subject to rights that cannot legally be excluded.

We may refuse a business return where:

  • The correct products were supplied;

  • The quantities correspond with the order;

  • The products are not defective;

  • The goods are materially as described;

  • The customer ordered the wrong product;

  • The customer ordered excessive quantities;

  • The customer no longer requires the stock; or

  • The return is requested solely because the customer has changed their mind.

3. Consumer Purchases

Our online store is intended primarily for wholesale and trade customers.

However, where a person purchases from us as a consumer and UK consumer law applies to the transaction, that consumer may have statutory cancellation and return rights.

For qualifying online consumer purchases, a consumer will generally have 14 days after receiving the goods to notify us that they wish to cancel the contract, subject to applicable legal exceptions.

After notifying us of cancellation, the consumer will generally have a further 14 days to return the goods.

Where the statutory right of cancellation applies, refunds will be made within the period required by applicable law.

To exercise a consumer cancellation right, contact:

contact@homebasesupplies.co

These consumer cancellation provisions do not create equivalent change-of-mind rights for business or wholesale customers.

4. Return Authorisation

Please obtain return authorisation before sending products back to us.

To request a:

  • Return;

  • Refund;

  • Replacement;

  • Credit note;

  • Exchange, where offered; or

  • Order cancellation,

contact:

contact@homebasesupplies.co

Please provide:

  • Your full name;

  • Your business name, where applicable;

  • Your order number;

  • The email address used to place the order;

  • The relevant product name or SKU;

  • The quantity affected;

  • The relevant pack, box or case quantity where applicable;

  • A description of the issue;

  • The reason for requesting a return; and

  • Photographs or videos where products are damaged, faulty, incorrect or incomplete.

After reviewing the request, we will provide appropriate instructions where a return is authorised.

Please do not send products back without receiving return instructions from us.

5. Inspection of Wholesale Orders

Wholesale customers should inspect their order promptly after delivery.

Please check:

  • The products received against the order confirmation;

  • Product quantities;

  • Pack quantities;

  • Box and case quantities;

  • Visible condition of the goods;

  • External packaging;

  • Visible transit damage;

  • Missing goods;

  • Incorrect products;

  • Obvious defects.

Visible damage, incorrect products, shortages or other immediately identifiable problems should preferably be reported to us within 3 Business Days of delivery.

Reporting an issue promptly allows us to investigate delivery, packing or courier records effectively.

Failure to report a visible issue within this period does not automatically remove any statutory rights that cannot lawfully be excluded, particularly in relation to defects that could not reasonably have been discovered during an initial inspection.

6. Damaged Goods

If goods arrive damaged, please contact us as soon as possible at:

contact@homebasesupplies.co

Please provide, where reasonably available:

  • Your order number;

  • A description of the damage;

  • Photographs of the affected products;

  • Photographs of the external packaging;

  • Photographs of the shipping label;

  • Photographs showing the affected quantities.

Please retain the damaged goods and their packaging until we confirm whether they may be disposed of or returned.

The packaging may be necessary for a courier or delivery investigation.

Where damage is confirmed, depending on the circumstances we may provide an appropriate remedy such as:

  • Replacement goods;

  • Replacement of affected units;

  • A partial refund;

  • A refund;

  • A credit note; or

  • Another reasonable solution.

The remedy available will depend on the nature and extent of the damage, affected quantities, product availability and applicable legal rights.

7. Faulty Products

If you believe a product is faulty, defective or materially not as described, contact us at:

contact@homebasesupplies.co

Please explain the issue clearly and provide photographs or other evidence where reasonably possible.

Where a fault is confirmed, an appropriate remedy may include:

  • Repair, where appropriate;

  • Replacement;

  • Replacement units;

  • Credit note;

  • Price reduction;

  • Partial refund; or

  • Refund.

The appropriate remedy will depend on the product, nature of the defect, quantities involved, availability and applicable law.

A product will not normally be considered defective where the problem was caused after delivery by:

  • Misuse;

  • Incorrect assembly;

  • Improper cleaning;

  • Incorrect maintenance;

  • Incorrect storage;

  • Exposure to unsuitable temperatures or conditions;

  • Commercial use inconsistent with product instructions;

  • Modification;

  • Unauthorised repair;

  • Accidental damage;

  • Customer relabelling or repackaging;

  • Normal wear and tear; or

  • Failure to follow supplied instructions or warnings.

8. Kitchenware and Product Care

Kitchen products may require specific handling, cleaning, storage or usage conditions.

Customers are responsible for following any:

  • Product instructions;

  • Cleaning instructions;

  • Care instructions;

  • Temperature limitations;

  • Dishwasher instructions;

  • Microwave instructions;

  • Oven-use instructions;

  • Food-contact instructions;

  • Safety warnings;

  • Manufacturer instructions.

Damage caused by use contrary to relevant instructions will not normally be treated as a manufacturing or supply defect.

9. Incorrect Products and Short Shipments

If your order contains:

  • An incorrect product;

  • Incorrect quantity;

  • Missing unit;

  • Missing pack;

  • Missing box;

  • Missing case; or

  • Another incomplete part of the order,

please contact us promptly at:

contact@homebasesupplies.co

Please provide:

  • Your order number;

  • Product name or SKU;

  • Quantity ordered;

  • Quantity actually received; and

  • Photographs of the received shipment and packaging where possible.

After investigating the issue, we may:

  • Send the missing quantity;

  • Replace an incorrect item;

  • Issue a credit note;

  • Provide a partial refund;

  • Provide a refund; or

  • Offer another appropriate solution.

10. Change-of-Mind Returns for Business Customers

Change-of-mind returns are not automatically available to wholesale or business customers.

We may, at our discretion, consider an application for a business return where:

  • The request is made promptly after delivery;

  • The goods are unused;

  • The goods are undamaged;

  • The products remain in resaleable condition;

  • Original packaging remains intact;

  • Packs, boxes and cases remain complete;

  • Product labels and barcodes remain intact;

  • Accessories and instructions remain complete;

  • The products have not been prepared for resale;

  • The goods were not specially sourced for the customer;

  • The goods are not personalised or made to order; and

  • We approve the return in writing.

Approval of one return does not require us to approve future returns.

Where a change-of-mind business return is accepted, reasonable costs associated with the return may be deducted from the refund or credit where legally permitted.

These may include applicable:

  • Return shipping costs;

  • Original shipping costs;

  • Handling costs;

  • Restocking costs; and

  • Reduction in value caused by the condition of the returned goods.

11. Products That Cannot Normally Be Returned

Unless the product is faulty, damaged, incorrect, materially not as described or another mandatory legal right applies, we may refuse returns of:

  • Used products;

  • Opened products that cannot reasonably be resold;

  • Incomplete wholesale packs;

  • Partial boxes or cases;

  • Products with missing units;

  • Products with missing packaging;

  • Products with removed labels or barcodes;

  • Products damaged after delivery;

  • Products that have been altered;

  • Products that have been modified;

  • Products that have been relabelled;

  • Products that have been repriced or marked;

  • Products prepared or repackaged for resale;

  • Special-order products;

  • Customised products;

  • Personalised products;

  • Goods sourced specifically for an individual customer;

  • Clearance products;

  • Discontinued products identified as final sale;

  • Products affected by improper storage;

  • Products affected by contamination;

  • Products affected by incorrect cleaning;

  • Products damaged through customer handling or misuse.

Where any statutory exception or mandatory right applies, that right will take precedence over this section.

12. Condition of Returned Goods

Authorised returns must be securely packaged and returned in a condition suitable for inspection.

Where applicable, returned products should contain:

  • All original units;

  • Complete wholesale packs;

  • Original boxes or cases;

  • Original packaging;

  • Labels;

  • Barcodes;

  • Instructions;

  • Accessories;

  • Protective materials; and

  • Return authorisation or order information.

For approved business change-of-mind returns, goods must normally remain in resaleable condition.

If returned goods are:

  • Incomplete;

  • Used;

  • Damaged;

  • Altered;

  • Mixed with other stock;

  • Missing packaging;

  • Missing units;

  • Unsaleable; or

  • Returned contrary to our instructions,

we may refuse the business return or make an appropriate deduction from any refund or credit, where permitted by law.

13. Return Shipping Costs

For approved business change-of-mind returns, the customer will normally be responsible for return delivery costs unless we agree otherwise in writing.

Where goods are confirmed to be:

  • Faulty;

  • Damaged on arrival;

  • Incorrect;

  • Materially not as described,

we will deal with reasonable return costs in accordance with applicable law and the circumstances of the case.

Where we require goods to be returned, we will provide return instructions.

We recommend that customers use an appropriately tracked and insured delivery service when they are responsible for arranging the return.

The customer remains responsible for the returned goods until they reach the authorised return location, except where applicable law provides otherwise.

14. Refunds, Replacements and Credit Notes

Once returned goods have been received and, where appropriate, inspected, we will assess the return.

Depending on the circumstances and applicable rights, we may provide:

  • Refund to the original payment method;

  • Partial refund;

  • Replacement;

  • Replacement units;

  • Credit note;

  • Store credit for business customers, where agreed;

  • Repair where appropriate; or

  • Another agreed remedy.

Where permitted by law and applicable to a business return, deductions may be made for:

  • Missing units;

  • Missing accessories;

  • Incomplete packs;

  • Damage;

  • Reduced value; or

  • Other reasonable return-related costs.

We will notify you when the applicable refund, replacement or credit has been approved.

15. Refund Processing

Approved refunds will normally be sent using the original payment method unless another method is agreed or required.

After we process a refund, the time taken for the funds to appear may depend on the:

  • Bank;

  • Card issuer;

  • Payment provider; or

  • Payment method.

HOMEBASE SUPPLIES LIMITED does not control the internal processing times of banks or payment providers after the refund has been submitted by us.

Any refund owed to a consumer under mandatory consumer law will be processed within the legally required period.

16. Original Delivery Charges

For an approved business change-of-mind return, original delivery charges are not normally refundable unless we expressly agree otherwise in writing.

Where products are faulty, damaged, incorrectly supplied or materially not as described, delivery charges will be dealt with as required by applicable law and the circumstances of the order.

Where statutory consumer cancellation rights apply, qualifying standard outbound delivery charges will be refunded as required by law.

Additional amounts paid for an enhanced or premium delivery option may not be refundable beyond the cost of the standard delivery option where permitted by law.

17. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us immediately at:

contact@homebasesupplies.co

Please provide your order number.

We will make reasonable efforts to stop processing and dispatch.

However, wholesale orders may enter picking, packing and dispatch processing shortly after they are placed. We therefore cannot guarantee that an order can be cancelled once processing has started.

If goods have already been dispatched, the request may need to be handled as a return under this Policy.

Nothing in this section affects any mandatory consumer cancellation rights that may apply.

18. Refused Deliveries and Uncollected Parcels

If an order is:

  • Refused by the customer;

  • Not collected;

  • Returned to sender;

  • Undeliverable because an incorrect address was provided;

  • Undeliverable because required delivery information was incomplete; or

  • Returned because the customer failed to accept delivery,

we may deduct reasonable costs from any business refund or credit where legally permitted.

These may include:

  • Original delivery charges;

  • Return courier charges;

  • Redelivery charges;

  • Storage charges; and

  • Reasonable handling charges.

This does not apply where the delivery failure resulted from our error or where applicable law provides otherwise.

19. Lost Parcels and Delivery Problems

If an order has not arrived within the expected delivery period or tracking information indicates a possible loss, contact:

contact@homebasesupplies.co

Please provide your order number.

We may investigate the issue with the relevant:

  • Courier;

  • Carrier;

  • Delivery provider;

  • Warehouse; or

  • Other logistics partner.

An investigation may involve reviewing:

  • Tracking information;

  • Dispatch records;

  • Delivery scans;

  • Proof of delivery;

  • Delivery photographs;

  • GPS information made available by the courier;

  • Carrier investigation results.

Where a parcel is confirmed lost and the loss is not attributable to incorrect information or conduct by the customer, we may provide an appropriate remedy such as:

  • Replacement;

  • Redelivery;

  • Credit note; or

  • Refund.

20. Delivery Damage and Packaging

If a parcel appears damaged when delivered, please photograph the package before opening it where reasonably possible.

Please retain:

  • External shipping packaging;

  • Internal protective packaging;

  • Shipping labels;

  • Damaged products;

  • Damaged product packaging.

These may be required to establish whether damage occurred during transport.

Please do not dispose of damaged goods or packaging until we have confirmed that they are no longer required for investigation.

21. Partial Wholesale Orders

If only part of a wholesale order is affected by damage, shortage, defect or incorrect supply, we may resolve the issue in relation to the affected goods only.

For example, where 2 units from a case of 24 are damaged, an appropriate remedy may relate only to those 2 units rather than the entire case, unless the condition of the remaining products or applicable law requires otherwise.

Where products form a single inseparable commercial unit, the appropriate remedy will be assessed according to the circumstances.

22. Exchanges

We do not guarantee a general exchange service for wholesale purchases.

Where an incorrect or defective product requires replacement, we may send replacement stock where available.

For change-of-mind requests, a customer wishing to purchase a different item may be required to:

  1. Obtain approval for return of the original goods; and

  2. Place a new order for the required products.

Any exchange or substitution is subject to stock availability.

23. Product Variations

Minor variations that do not materially affect the product's functionality or description will not necessarily constitute a defect.

Depending on the product, commercially reasonable variations may occur in areas such as:

  • Shade;

  • Finish;

  • Texture;

  • Manufacturing marks;

  • Dimensions within stated tolerances;

  • Packaging presentation.

However, this section does not apply where the goods are materially different from their description or otherwise fail to meet applicable legal requirements.

24. Products Purchased for Resale

Wholesale customers should inspect goods before:

  • Reselling them;

  • Repackaging them;

  • Relabelling them;

  • Separating wholesale packs;

  • Combining them into bundles;

  • Providing them to an end customer.

If a customer discovers an apparent issue, the affected stock should be isolated where reasonably possible and reported to us before further sale or modification.

This assists us in investigating the relevant batch, pack or shipment.

25. How to Request a Return, Refund or Replacement

To request a:

  • Return;

  • Refund;

  • Replacement;

  • Credit note;

  • Exchange, where applicable; or

  • Cancellation,

email:

contact@homebasesupplies.co

Please include:

  • Your full name;

  • Your business name, where applicable;

  • Order number;

  • Email address used for the order;

  • Product name or SKU;

  • Quantity affected;

  • Relevant pack, box or case quantity;

  • Reason for your request; and

  • Supporting photographs or videos where relevant.

We will review the information provided and advise you of the next steps.

26. Do Not Return Goods Without Instructions

Please do not send goods back automatically after submitting a request.

A return is not considered authorised merely because an email requesting a return has been sent.

Where a return is appropriate, we will provide instructions and, where necessary, the authorised return address.

Do not send returns to 225 Denby Dale Road, The Courtyard, Wakefield WF2 7AJ unless we specifically instruct you to use that address for your return.

Unauthorised returns may be delayed or may not be accepted where permitted by law.

27. Refund Delays

If we have confirmed that a refund has been processed but it has not yet appeared in your account, please check with your:

  • Bank;

  • Card issuer; or

  • Payment provider.

Payment providers may require additional processing time before a refund appears in the customer's account.

If you have checked with your payment provider and the refund still cannot be located, contact:

contact@homebasesupplies.co

Please include the relevant order number.

28. Fraudulent or Abusive Return Requests

We reserve the right to investigate return or refund requests where there is reasonable evidence of:

  • Fraud;

  • Deliberate product damage;

  • False claims;

  • Manipulated evidence;

  • Substitution of products;

  • Returning products not purchased from us;

  • Repeated abusive return activity.

We may refuse claims that are reasonably established as fraudulent or abusive, subject always to applicable law.

Nothing in this section limits legitimate statutory rights.

29. Statutory Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or limit any right or remedy that cannot legally be excluded, restricted or limited.

Where a provision of this Policy conflicts with a mandatory legal right applicable to a particular transaction, the mandatory legal right will take precedence.

30. Changes to This Policy

We may update this Return and Refund Policy from time to time.

Changes may be made to reflect developments in:

  • Our product range;

  • Wholesale ordering procedures;

  • Delivery arrangements;

  • Payment systems;

  • Returns procedures;

  • Business operations;

  • Applicable law or regulation.

The Last updated date at the beginning of this Policy will be amended when the Policy is updated.

31. Contact Us

For questions regarding:

  • Returns;

  • Refunds;

  • Damaged products;

  • Faulty products;

  • Incorrect items;

  • Missing goods;

  • Short shipments;

  • Replacement requests;

  • Delivery issues; or

  • Order cancellations,

please contact:

HOMEBASE SUPPLIES LIMITED
Company number: 17386943

225 Denby Dale Road
The Courtyard
Wakefield
WF2 7AJ
United Kingdom

Email: contact@homebasesupplies.co