Returns & Refunds

This page sets out both your legal rights and our own policy where it goes further. If anything is unclear, email support@homartuk.com and we'll explain it in plain terms.

1. Your right to cancel — 14 days, no reason needed

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you're buying as a consumer you may cancel within 14 days of receiving the goods without giving any reason.

Email support@homartuk.com with your order number. No form, no justification. You then have a further 14 days to send the goods back.

Who pays the return postage

For a cancellation under this right, the cost of returning the goods is yours. For a pallet item we can arrange collection and deduct the cost from your refund — we'll tell you the figure before booking it, usually £39.

Your refund

We refund within 14 days of receiving the goods back, to the original payment method, including the standard outbound delivery charge. If you chose pallet delivery we refund the standard rate and keep the difference, which the Regulations permit.

Testing is fine. Installing is not.

You may inspect and handle goods as you would in a shop. Connecting a kit up on the lawn and switching it on is fine — we actively recommend it, and you can still return it afterwards.

What isn't fine is a fitting that has been buried, spiked into wet ground, drilled to a wall, or had its cable cut to length. If that comes back we may deduct an amount reflecting the reduction in value, and we'll tell you the figure and why.

2. Where the 14-day right does not apply

Cable cut to a length you specified, and any made-to-order or bespoke scheme. Goods made to a consumer's specification are exempt under the Regulations.
Business purchases. The 14-day right is a consumer right. Trade buyers are covered by section 3 and by our Terms of Service.

Neither affects your rights if goods are faulty, damaged or not as described. Those cannot be excluded.

3. If something is wrong with it

Separately from cancellation, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described.

When	What you're entitled to
Within 30 days	A full refund — the short-term right to reject. We pay the return cost.
Within 6 months	A repair or replacement; if that fails or isn't possible, a refund. The fault is presumed to have been there from delivery unless we can show otherwise.
Up to 6 years	You may still have a claim for a fault present at delivery. After 6 months the burden of showing that shifts to you.

We pay return carriage in every case here.

4. Before you report a fault — two checks that solve most of them

Said helpfully rather than defensively, because these two account for the large majority of "it's stopped working" emails:

Is it the joint? A buried connector that wasn't IP68 and gel-filled corrodes, goes high-resistance and takes that section of the run down. Dig up the nearest joint before you condemn the fitting.
Is it voltage drop? If the far fittings are dim, warmer in colour, or off while the near ones are fine, the cable is too small or the run too long for the load. The arithmetic is here, and we'll do it for you if you send the distances.

Neither is a fault in the fitting, but both are things we can help you fix, and we'd rather do that than process a return.

5. What is not a fault

Solar output falling in winter. Every solar product says so on its page. A solar light giving forty minutes in January is behaving normally — see 12V or Solar?.
Solar batteries losing capacity over 2–4 years. Rechargeable cells are consumable. Where a battery is user-replaceable we say so.
Brass and copper changing colour. Solid brass and copper weather to a brown-green patina outdoors, quickly near the coast. That is the material doing what it is bought for. Lacquered finishes will eventually wear through at handled points.
Corten steel staining what is under it. It is designed to rust, and the run-off marks paving. Don't put it on limestone.
Condensation in a fitting after heavy rain, clearing within a day or two. Persistent standing water inside a lens is a fault; a brief misting is not.
An in-ground fitting that failed in a hole full of water. IP67 and IP68 mean it survives immersion, not that it should live submerged. Fittings installed without the supplied drainage sleeve and shingle aren't covered.
Slight colour variation between LED fittings from different production batches. If exact matching matters — a run of bollards down one path — order them together and tell us, and we'll supply from one batch.
Festoon lamp failures over time. Lamps are consumable; that's why we sell them in packs of ten.

6. Damaged in transit

Tell us within 7 days, with photographs of the damage and the outer packaging. We replace or refund in full and pay for collection. For a single broken festoon lamp, don't return it — a photo is enough.

7. How to return something

Email support@homartuk.com with your order number and what's happening.
We reply within one working day with a returns reference and an address, or book a collection.
Pack it in the original packaging. Damage from inadequate packing on a cancellation return is deductible.
Get proof of postage. Until it reaches us, the goods are your responsibility on a cancellation return.

Please don't send anything back without telling us first — an unlabelled box is genuinely hard to match to an order.

8. Complaints

Email support@homartuk.com and say it's a complaint so it's routed properly. We acknowledge within one working day and aim to resolve within five. If we can't resolve it between us you can take it to your local Citizens Advice consumer service, and nothing here affects your right to do so or to pursue a claim in court.