Right of Withdrawal for Consumers
(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor related to their self-employed professional activity.)
Withdrawal Policy
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day:
- on which you, or a third party nominated by you (other than the carrier), took possession of the goods, if you ordered one or more goods as part of a single order and these are delivered together;
- on which you, or a third party nominated by you (other than the carrier), took possession of the last item, if you ordered several goods as part of a single order and these are delivered separately;
- on which you, or a third party nominated by you (other than the carrier), took possession of the final partial delivery or the final item, if you ordered goods that are delivered in several partial deliveries or separate items.
To exercise your right of withdrawal, you must inform us (Homejoy, email: support@homejoy.uk) of your decision to withdraw from this contract by means of a clear statement, for example by email or letter. You may use the model withdrawal form provided below, although this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notification regarding the exercise of your right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we shall refund all payments received from you, including the standard delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery option offered by us), without undue delay and no later than 14 days from the day on which we receive notification of your decision to withdraw from this contract.
We will issue the refund using the same payment method that you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the refund.
We may withhold the refund until we have received the returned goods or until you have provided evidence that you have returned the goods, whichever occurs first.
You must return or hand over the goods without undue delay and, in any event, no later than 14 days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you dispatch the goods before the 14-day period has expired.
You are responsible for the direct costs of returning the goods.
You will only be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the goods.
If your order has already been dispatched and is on its way to you, please wait until you have received the goods before arranging the return.
Exclusions or Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts:
- for the supply of goods that are not prefabricated and for which an individual choice or specification by the consumer is decisive, or which are clearly personalised to the consumer’s individual requirements;
- for the supply of goods that are liable to deteriorate or expire rapidly;
- for the supply of alcoholic beverages where the price was agreed when the contract was concluded, but which cannot be delivered until at least 30 days after conclusion of the contract and whose current value depends on market fluctuations beyond the trader’s control;
- for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts.
The right of withdrawal may expire prematurely in the case of contracts:
- for the supply of sealed goods which, for reasons of health protection or hygiene, are not suitable for return if the seal has been removed or broken after delivery;
- for the supply of goods which, due to their nature, have been inseparably mixed with other goods after delivery;
- for the supply of audio or video recordings or computer software in sealed packaging where the seal has been removed or broken after delivery.
Model Withdrawal Form
(If you wish to withdraw from the contract, please complete this form and send it to us.)
Email: support@homejoy.uk
- I/We (*) hereby give notice that I/we (*) withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / provision of the following service (*):
- Ordered on (*) / received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is submitted on paper)
- Date
(*) Delete as appropriate.
What are your delivery and processing times?
Delivery times to the UK
7–10 working days (77% of orders)
10–15 working days (23% of orders)
Our average delivery time to the UK over the past 30 days is approximately 7–11 working days after processing. Please note that courier services may occasionally experience delays due to public holidays, high parcel volumes, customs inspections, adverse weather conditions or other circumstances outside our control.
Tracking information
Once we have provided your tracking number, it may take a few days for the tracking information to appear or update in the courier’s system. There is no need to worry – your order may already be on its way even if the tracking information has not yet been updated.
All orders are subject to a short processing period before dispatch. This includes order verification, payment processing, product inspection, quality control and packaging. Approximately 99% of orders leave our warehouse within 1–3 working days after payment has been received. Please note that this processing time is not included in the estimated delivery times stated above. Orders are generally not dispatched at weekends.
If tracking is available for your order, you will automatically receive your tracking details by email once your order has been processed and prepared for dispatch. Depending on the carrier, it may take up to 5 days for the latest tracking information to become visible.
Orders containing multiple items
If your order contains several products, they may be dispatched separately because individual items can be stored at different warehouses. This allows us to get your products to you as quickly as possible. As a result, you may receive one part of your order before another. This is completely normal and does not mean that any items have been forgotten.
Delivery delays
While we always aim to deliver orders within the estimated timeframe, we cannot guarantee exact delivery dates. Postal services and couriers may experience unexpected delays caused by public holidays, weather conditions, customs procedures, unusually high parcel volumes or other circumstances outside our control. Delivery times may therefore vary, particularly during peak periods.
Any applicable import duties, taxes or customs charges are the responsibility of the customer.
Delivery address
Please check your order confirmation carefully to ensure that your delivery address is correct. If you notice an error after placing your order, please contact us as soon as possible. Once an order has been dispatched, we may no longer be able to change the delivery address or cancel the shipment.
If a parcel is returned because an incorrect or incomplete delivery address was provided, additional postage charges may apply. Homejoy cannot be held responsible for parcels delivered to an incorrect address where the delivery details provided when placing the order were incorrect.
Lost, stolen or uncollected parcels
We strongly recommend providing a safe and secure delivery location whenever possible. If tracking information confirms that a parcel has been successfully delivered to the address provided with the order, Homejoy cannot accept responsibility for theft or loss occurring after confirmed delivery.
If you are unable to locate your parcel despite the tracking information showing delivery, please first check with neighbours, household members, your designated safe place and your local delivery office. In some cases, parcels may be held at a local collection point.
We also recommend using a secure letterbox, designated safe place or suitable collection point whenever available.
If the products delivered are perishable and spoil as a result of a delay outside our control, we cannot accept responsibility for the resulting deterioration.
Order not received?
If you have not received your order within 30 working days, please contact our customer service team so that we can investigate the shipment. Where appropriate, we will work with you to resolve the issue, which may include sending a replacement or issuing a refund for a confirmed missing item.
Due to exceptionally high demand for certain products, delivery may occasionally take longer than originally estimated and can take up to 20 working days. If your order has still not arrived within 25 working days from the original purchase date, please contact our customer service team so that we can investigate the order and, where applicable, arrange a refund.
This does not apply where delivery problems have been caused by incorrect or incomplete delivery information provided by the customer, or where the customer has failed to collect a parcel made available for collection.
❌ Haven’t received your parcel, received a damaged parcel or have a faulty product? We’re here to help :)
1. Damaged or lost parcel:
If your parcel arrives damaged, please email us and include a clear photo showing the condition of the parcel and/or product. We will review the issue and, where appropriate, arrange a replacement or refund.
2. Faulty product:
If you receive a faulty product, please send us a short description of the issue and, where possible, include a photo or video showing the fault. Once the issue has been reviewed and verified, we will arrange the appropriate solution, which may include a replacement or refund.
3. Incorrect delivery address provided:
If you accidentally entered an incorrect delivery address, please contact the relevant delivery company as soon as possible to request a redirection or redelivery where available. Depending on the circumstances, additional delivery charges may apply.
RETURNS INFORMATION
Returns are currently handled through our external returns warehouse in Hongkong. If you wish to return a product, please contact our customer service team before sending the item back. Our team will provide you with the relevant return instructions.
Thank you for shopping with Homejoy :)
If you have any questions or require further information, please contact us at support@homejoy.uk.
Homejoy reserves the right to update or amend this policy where necessary. We recommend checking this page periodically for the latest version.