Our Commitment to Your Satisfaction

At Homebase Furniture Store, we understand that creating your dream home requires careful consideration of every detail. Just as we are committed to providing you with elegant home furnishings, from premium flooring to decorative accents, we are equally dedicated to ensuring your complete satisfaction with every purchase.

We stand behind the quality of our products, which include our carefully curated collections of luxury vinyl flooring, mosaic tiles, premium rugs, decorative cushions, and elegant home ornaments. However, we recognise that sometimes a product may not perfectly match your vision for your space.

Return & Exchange Eligibility

Items Eligible for Return/Exchange

  • Products in original, unused condition with all tags and packaging intact
  • Items returned within 15 days of receipt
  • Products that are defective or damaged upon arrival
  • Items that differ significantly from their description on our website

Non-Returnable Items

  • Flooring Samples – Due to their nature as disposable testing products
  • Custom-cut or special order items including made-to-measure flooring and tiles
  • Opened flooring adhesive products and other flooring installation materials
  • Products that have been installed, used, or altered from their original condition
  • Items without original packaging or with missing components

Please note: For hygiene reasons, we cannot accept returns on certain personal and decorative items that cannot be properly sanitised and resold.

Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order to request a return authorization. Use the template below to ensure we have all necessary information.

Step 2: Package Your Items

Carefully repackage the item in its original packaging with all tags, documentation, and accessories included. Please include a copy of your original order confirmation.

Step 3: Ship Your Return

Once your return is authorized, ship your package to:

Homebase Furniture Store – Returns Department
48 Somers Rd N
Portsmouth, GB PO2N 6SE
United Kingdom

We recommend using a trackable shipping service and retaining your proof of postage.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your returned item, we will process your refund or exchange within 3-5 business days.

Return Request Template

To expedite your return process, please use the following template when contacting our customer service team:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Homebase Furniture Store Customer Service Team,

I would like to request a [return/exchange] for the following item(s):

Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return: [Product Name(s) and SKU(s)]
Reason for Return: [Please specify – e.g., defective, wrong item, changed mind, etc.]

I confirm that the item(s) are in their original condition with all packaging and tags intact.

Please advise on the next steps for my [refund/exchange].

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Information

Refund Processing Time

  • Refunds are processed within 3-5 business days after we receive and inspect your returned item
  • The refund will be issued to your original payment method
  • Shipping charges are non-refundable unless the return is due to our error

Refund Methods

Refunds will be issued through your original payment method:

  • Visa/MasterCard/JCB credit/debit cards: 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to appear in your PayPal account

Please note: The time it takes for the refund to appear in your account may vary depending on your financial institution’s processing times.

Exchange Process

If you wish to exchange an item for a different product:

  1. Follow the standard return process outlined above
  2. Indicate in your return request that you would like an exchange
  3. Specify the replacement item you would prefer
  4. If the exchange item costs more, you will need to pay the difference
  5. If the exchange item costs less, we will refund the difference

Exchanges are subject to product availability. If your requested exchange item is out of stock, we will contact you to discuss alternatives or process a refund.

Need Assistance?

Our customer service team is here to help you with any questions about returns or exchanges. Contact us at:

Email: [email protected]

Address: Homebase Furniture Store, 48 Somers Rd N, Portsmouth, GB PO2N 6SE

We typically respond to all inquiries within 24 hours during business days.

Last Updated: [Date] – We reserve the right to update this policy as needed. Any changes will be reflected on this page with an updated revision date.