Refund & Return Policy
We hope you will be completely happy with your HOST purchase. If something isn't right, please contact us and we will do our best to help.
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Changing Your Mind
For most products purchased online, you may cancel your order within 14 days of receiving it, without giving a reason.
To exercise your right to cancel, please contact us by email within this period, clearly stating that you wish to return your order and including your order details.
Once you have notified us, the goods must be returned within a further 14 days.
Unless an item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning it. We recommend using an appropriately insured and trackable service, particularly for fragile or high-value objects.
Please contact us before returning an item so that we can provide you with the appropriate return instructions and address.
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Condition of Returned Items
Please take reasonable care of items while they are in your possession and package them appropriately for their return journey.
You may inspect an item as you reasonably would when purchasing it in person. Where handling beyond what is reasonably necessary results in a reduction in the value of the item, we may make an appropriate deduction from the refund where permitted by law.
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Refunds
Once we receive your returned item, or receive evidence that it has been sent back where applicable, we will process your refund within 14 days.
Refunds will be made using the original method of payment unless otherwise agreed.
Where you exercise your statutory right to cancel an online order, we will also refund the cost of our standard delivery service. If you selected a more expensive or expedited delivery option, the additional delivery cost is not refundable.
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Bespoke & Personalised Items
The statutory right to cancel does not normally apply to goods made to your individual specifications or clearly personalised for you.
Please note that an item being described as made to order does not necessarily mean that it is bespoke or excluded from cancellation rights. Where a made-to-order product is customised specifically to your
requirements beyond the standard options offered by HOST, we will make this clear before your order is confirmed.
This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
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Damaged, Faulty or Incorrect Items
We take great care in preparing and packaging every order. If an item arrives damaged or you receive an incorrect item, please contact us as soon as reasonably possible after delivery.
Where possible, please include your order number and photographs of the item and packaging so that we can investigate and resolve the issue quickly.
If goods are faulty, damaged, not as described or otherwise do not conform to the contract, your rights are protected by the Consumer Rights Act 2015. Nothing in this policy limits those statutory rights.
Where we are responsible for supplying faulty, damaged or incorrect goods, we will also deal with reasonable return costs in accordance with your statutory rights.
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Furniture & Larger Items
Please carefully check product dimensions and access requirements before ordering furniture or other large items.
If you are unsure about dimensions, access or suitability, please contact us before placing your order and we will be happy to provide further information.
For bespoke furniture or pieces made specifically to your individual requirements, different cancellation provisions may apply. Where this is the case, we will make this clear before the order is confirmed.
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Your Statutory Rights
This Refund & Returns Policy is in addition to, and does not affect, your statutory rights under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013 and the Consumer Rights Act 2015.