Refund policy

Returns & Refunds
At RenovateHQ, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.

Change of Mind Returns
If you purchase online, you have the right to cancel your order within 14 days of receiving your goods, subject to any applicable exceptions.

After notifying us that you wish to cancel, you then have a further 14 days to return the goods.

To start a return, please contact us at support@renovatehq.co.uk with your order number and details of the item you wish to return.

Items should be returned in their original condition and, where reasonably possible, with their original packaging. You are responsible for taking reasonable care of the goods while they are in your possession.

Unless the item is faulty, damaged, incorrect, or we agree otherwise, the customer is responsible for the cost of returning unwanted goods.

Please contact us before returning an item so we can provide the correct return instructions and return address. As we work with multiple UK suppliers and fulfilment locations, the correct return address may vary depending on the product.

Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible. Where possible, please include:
• Your order number


• A description of the issue


• Clear photographs of the product and any packaging

This helps us resolve the issue as quickly as possible and does not affect your statutory rights.

Depending on the circumstances, we may offer a repair, replacement or refund as appropriate. Where goods are faulty, damaged or incorrect, RenovateHQ will cover reasonable return costs where a return is required.

Refunds
Once returned goods have been received and checked, we will process any refund due as soon as possible and within the time required by applicable UK consumer law.

Refunds will normally be made to the original payment method.

Where you cancel your entire order under your statutory cancellation rights, any applicable standard outbound delivery charge will also be refunded as required by law. Additional delivery costs resulting from choosing an enhanced or more expensive delivery service may not be refundable.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

Items That Cannot Normally Be Returned for Change of Mind
Certain products may be exempt from change-of-mind cancellation rights where permitted by law. This may include:
• Bespoke, personalised or made-to-order products


• Goods made to your specifications


• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed


• Other goods specifically exempt under applicable consumer law

These exclusions do not affect your rights where goods are faulty, damaged, misdescribed or otherwise not as required by law.

Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@renovatehq.co.uk.

We will do our best to stop the order before dispatch. If it has already been dispatched, you may need to follow the standard returns process.

Large or Furniture Returns
Some furniture, oversized or pallet-delivered products may require a specialist collection service. Please contact us before arranging a return so we can provide the appropriate instructions.

Where the return is simply due to a change of mind, reasonable collection or return costs may be deducted from your refund where legally permitted and where you have been informed of those costs.

Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Contact Us

If you have any questions about a return, refund or cancellation, please contact:
RenovateHQ
Email: support@renovatehq.co.uk
United Kingdom