Delivery & Returns

How delivery works

We do not hold stock ourselves. When you place an order, it is passed to the UK supplier who holds that product, and they dispatch it to your delivery address.

This keeps the range broad and prices sensible. It does mean delivery times vary between products, so always check the estimate on the product page before ordering.

Timescales

Most smaller items arrive within about three to seven working days. Larger or made-to-order items, such as riser recliner chairs, typically take longer and the product page will say so.

If a delivery is going to take longer than the estimate, we will contact you.

Larger items and two-person delivery

Some products are delivered by two people, who will bring the item into the room of your choice and unpack it. Where that applies, it is stated on the product page.

For these deliveries the courier will normally telephone or text to arrange a day, which is why we ask for a contact number at checkout.

• Please tell us at checkout about steps, narrow hallways or parking restrictions.
• Someone needs to be at home to accept a two-person delivery.
• Please check the product will fit through doorways before ordering.

Delivery charges

Where a delivery charge applies it is shown on the product page and again in your basket before you place the order. Many items include free UK mainland delivery.

Deliveries to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man and the Channel Islands may take longer or carry an additional charge. Please contact us before ordering.

Your cancellation rights

For orders placed online you generally have the right to cancel within 14 days after the day you, or someone you have nominated, receives the goods, and then a further 14 days to return them. You do not need to give a reason.

To cancel, email hello@homehelphub.uk or call 01483 954765 with your order number. Items should be returned in their original packaging where possible, and in a condition that allows them to be resold.

Some products are legally exempt from the right to cancel — see hygiene and made-to-order items below. Where this applies it is stated on the product page before you order.

How to start a return

Contact us with your order number and tell us which item you would like to return and why. Because our suppliers dispatch directly, we will confirm the correct return address before you send anything back.

• Please do not return an item without contacting us first.
• Keep proof of postage or collection until the refund is confirmed.
• Refunds are issued to the original payment method once the item has been received and checked.

Return costs

Where you are returning an item because you have changed your mind, you are normally responsible for the cost of return carriage. For larger items a collection charge may apply, and we will tell you the amount before arranging it.

If an item is faulty, incorrectly supplied or damaged in transit, we cover the cost of collection and replacement or refund.

Faulty or damaged items

Please tell us within a reasonable time of delivery, and within 48 hours where there is visible transit damage. Photographs help us resolve it quickly with the supplier.

Hygiene and made-to-order items

Some products cannot be returned once unsealed for hygiene reasons, such as certain toileting and personal-care items. Made-to-order items, including many riser recliner chairs built to a chosen size or fabric, may not be cancellable once production has started.

Where this applies it is stated on the product page. Your statutory rights in respect of faulty goods are not affected.