Free UK delivery over £75
14-day considered returns
Free UK delivery over £75
14-day considered returns
Legal
Please read this policy before placing your order. It explains the conditions for cancelling an order, returning goods and obtaining a refund from ZHOMES.
We do not offer an automatic extended change-of-mind returns period. Requests made after the statutory cancellation period are accepted solely at ZHOMES’ discretion.
Nothing in this policy excludes or restricts your statutory rights.
For cancellations, returns and product issues, contact:
Email: sales@zhomes.co.uk
Telephone: 0161 8509 887
Correspondence address: ZHOMES, Unit 2c Brixham Road, Manchester, M16 0YG
Website: https://zhomes.co.uk
Please quote your order number when contacting us.
The address above is our correspondence address. Contact us for the correct return instructions before dispatching goods, as the return location may vary by product.
If you are a consumer purchasing online, by telephone or by email, you normally have the right to cancel your order without giving a reason.
You must notify ZHOMES of your decision to cancel no later than 14 calendar days after the day you receive your goods. You may also cancel before delivery.
Where goods from one order are delivered separately, the cancellation period normally runs from the day after you receive the final item. For an order delivered in several lots or pieces, it normally runs from receipt of the final lot or piece.
An order concluded online and subsequently collected in person normally has the same cancellation rights, with the period running from collection.
To cancel, email, telephone or write to us with a clear statement of your decision. Please include your name, order number and the goods concerned. The cancellation form at the end of this policy is optional.
After notifying us, you must send the goods back within a further 14 calendar days, unless we have agreed to collect them.
This return period does not extend the deadline for notifying us of cancellation. Exceptions for certain products are explained in Section 7.
Any change-of-mind return requested after the statutory cancellation period is solely at ZHOMES’ discretion and requires our prior written approval.
Submitting a request does not mean it has been accepted. Please do not return goods unless you have received written approval and return instructions.
Where ZHOMES agrees to accept a late return, all the following conditions apply:
Goods that do not meet these conditions are not eligible for a discretionary late return. Approval is conditional on inspection when the goods arrive.
If an approved late return arrives in an ineligible condition, we will explain the reason and contact you to arrange its collection or redelivery at your expense.
These conditions apply only to discretionary late change-of-mind returns. They do not restrict a statutory cancellation notified within the applicable period or your rights concerning faulty, damaged or incorrectly supplied goods.
You are responsible for the direct cost of returning unwanted goods where we have provided the legally required information before purchase.
You may arrange your own suitable transport. Please use adequate packaging and a carrier capable of safely transporting the goods. We recommend tracking and appropriate insurance, particularly for furniture and other bulky items.
Goods should reach the return location in the condition in which they were dispatched. If goods are lost or damaged by a carrier you independently appoint, you may need to pursue a claim against that carrier. Any effect on your refund will be assessed according to the circumstances and applicable law.
Keep your proof of dispatch and photographs of the goods and packaging.
If you ask ZHOMES to arrange collection, we will confirm availability and the charge before you agree. Where agreed, the collection cost may be deducted from your refund.
For goods that cannot normally be returned by post, the return cost or a reasonable estimate must be disclosed before purchase. Where we have not provided the legally required return-cost information, we will bear the costs as required by law.
Where goods are faulty, damaged on arrival, incorrectly supplied or not as described, ZHOMES will arrange or cover reasonable return costs.
Please contact us before booking transport so that we can arrange a suitable return method.
Please contact us before dispatching a return so we can provide the correct location and instructions. Include your order number and any returns reference with the goods.
A returns reference helps us identify your order. It is not a condition of your statutory cancellation rights, and waiting for a reference does not extend the statutory return deadline.
For discretionary late returns, original packaging is compulsory.
For statutory cancellations notified within the applicable period, original packaging is strongly recommended but is not a compulsory condition of cancellation. Goods must nevertheless be packed appropriately to protect them during transport.
Please do not send goods to a supplier or manufacturer unless we have instructed you to do so.
You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning, in the same way you could in a shop.
Opening packaging or reasonably inspecting a product does not automatically justify a deduction.
If handling goes beyond what is reasonably necessary and reduces the goods’ value, we may make a deduction reflecting that actual reduction, where legally permitted. This may include damage caused by assembly, use, staining, scratches, missing components or alterations.
Assembly does not automatically remove statutory cancellation rights. However, assembly or use that exceeds reasonable inspection may reduce the refund if it diminishes the goods’ value.
We do not charge a restocking fee for valid statutory consumer cancellations. Any permitted deduction will be explained, including its basis and supporting evidence where appropriate.
The stricter eligibility conditions and 15% restocking fee in Section 3 apply to discretionary late returns only.
Certain goods are excluded from the statutory cancellation right, including:
A product is not automatically excluded merely because it is ordered from a supplier, described as “made to order”, or selected from standard catalogue options. The relevant legal exception must apply.
Removing protective packaging from a mattress does not, by itself, automatically remove statutory cancellation rights.
Sale, clearance and ex-display goods retain applicable statutory rights. Their condition is assessed against the description and any defects disclosed before purchase.
These exclusions do not remove your rights where goods are faulty or not as described.
Please inspect your order as soon as reasonably possible and contact sales@zhomes.co.uk if there is a problem.
Provide your order number, a description of the issue and, where reasonably possible, photographs of the product and packaging.
We ask that visible delivery damage or missing items are reported within 48 hours where possible to assist our investigation. This is a request, not a restriction on your statutory rights.
Signing for delivery or reporting an issue after 48 hours does not automatically prevent a valid claim.
If you notice a fault before assembly or installation, stop and contact us. Do not continue using or modifying an item where doing so could worsen the damage. Do not dispose of the goods without agreeing this with us first.
Where goods are faulty, not as described or otherwise fail to meet the required legal standards:
For faulty furniture rejected within the first six months, no deduction for use will be made. After six months, a deduction for use may be permitted.
A fault discovered within the first six months is generally presumed to have existed at delivery unless we establish otherwise or that presumption is incompatible with the nature of the goods or fault. After six months, you may need to show that the problem resulted from a defect present at delivery.
These rights are separate from the 14-day change-of-mind cancellation period.
Damage caused by incorrect assembly, misuse, neglect, unsuitable storage or alterations is not normally a manufacturing fault. However, assembly or installation does not automatically remove your rights concerning an existing defect.
Natural materials may vary in grain, texture and colour. Such variations are not necessarily faults, but the goods must still match their description, be of satisfactory quality and be fit for any purpose agreed with us.
Any relevant manufacturing tolerances should be stated in the product information. We do not apply a blanket tolerance to all products.
We recommend checking that your order is complete and satisfactory before booking installation. This does not exclude any liability we may have under applicable law.
We will refund payments without undue delay and within the applicable statutory deadline.
Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them, whichever occurs first. The refund will be made within 14 days after that event.
Where we have offered to collect the goods, or no goods have been supplied, the refund will normally be due within 14 days after we are informed of your cancellation.
Permitted deductions for diminished value and agreed return collection charges may apply.
For a full statutory cancellation, we will refund the standard outbound delivery charge. If you selected an upgraded service, we do not have to refund the extra amount above our least expensive standard delivery option.
For partial cancellations, any delivery refund will reflect the cancelled goods and your legal entitlement.
We will not retrospectively impose an outbound delivery charge simply because a statutory cancellation takes the order below a free-delivery threshold.
Original delivery charges are not refunded for discretionary late change-of-mind returns.
Following receipt and inspection, refunds for eligible discretionary late returns will be issued within 14 days of receiving the goods.
The refund will exclude original delivery charges and will be reduced by the 15% restocking fee and any agreed collection charge. If you arrange your own transport, you pay that carrier directly.
Where you are entitled to reject faulty goods, we will refund you without undue delay and within 14 days after agreeing that you are entitled to the refund. Applicable delivery and reasonable return costs will also be covered.
Refunds will be issued to the original payment method unless another method is expressly agreed where necessary. We do not charge a refund administration fee.
Your bank or payment provider may take additional time to display the credit. For financed purchases, continue following your provider’s payment instructions until it confirms an adjustment.
Contact us promptly if you wish to cancel before dispatch.
Picking, packing or dispatching an order does not remove an applicable statutory cancellation right. If an order is already in transit, return arrangements may be necessary and the return-cost provisions above will apply.
Refusing a delivery alone may not clearly communicate cancellation. Please also notify ZHOMES directly.
If delivery fails because you have not met reasonable delivery arrangements agreed before purchase, any proposed redelivery charge must be fair, proportionate and consistent with the contract and your legal rights.
We will not impose a statutory cancellation penalty or deduct failed-delivery charges that we are not legally entitled to recover.
For separately contracted assembly, installation or other services started during a cancellation period, any charge will depend on the information provided, your express request for early performance and the applicable legal rules. Completed services are not automatically non-refundable unless the legal conditions are satisfied.
Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.
Change-of-mind business returns are accepted solely at ZHOMES’ discretion and require prior written approval.
Unless otherwise agreed in writing:
Goods that do not meet the agreed return conditions are not eligible for a voluntary business return.
These conditions concern non-faulty goods. Faulty, incorrectly supplied or misdescribed business goods will be dealt with under the applicable contract and law. Nothing in this policy excludes liability that cannot lawfully be excluded.
If you are unhappy with how a return or refund has been handled, email sales@zhomes.co.uk with your order number and details of your complaint.
We will investigate and respond as soon as reasonably possible.
If our internal complaints process does not resolve the matter, we will provide information about an appropriate certified alternative dispute resolution provider and explain whether we are willing or obliged to use its service, as required by law.
This does not affect your right to seek independent advice or bring court proceedings.
You may use this form to notify us of a statutory cancellation. It is not compulsory.
To: ZHOMES
Email: sales@zhomes.co.uk
Correspondence address: Unit 2c Brixham Road, Manchester, M16 0YG
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
