Refund policy

Returns, Refunds and Cancellation Policy

Homejoy | QL Ecom Growth Limited

Last updated: 7 October 2026

1. Overview

This policy applies to purchases from Homejoy at homejoy.uk. Homejoy is a trading name of QL Ecom Growth Limited, Business Registration Number 77626099.

This policy explains both your statutory cancellation rights for online purchases and how we handle faulty, damaged, incorrect or misdescribed goods. It does not limit any mandatory rights you have under UK consumer law.

2. 14-day cancellation period

For most goods bought online, UK consumers may cancel without giving a reason within 14 days after the day on which they, or a person nominated by them other than the carrier, receive the goods. If goods from one order are delivered separately, the period generally runs from receipt of the last item.

To cancel, email support@homejoy.uk before the cancellation period expires. State clearly that you wish to cancel and include your name, order number and sufficient information to identify the order. You may use our Model Cancellation Form, but you do not have to.

3. Returning goods after cancellation

After telling us that you are cancelling, return the goods without undue delay and normally no later than 14 days after notifying us.

Please contact support@homejoy.uk before sending the parcel. We may be able to offer an alternative solution that is more convenient for you. This request to contact us first does not prevent you from exercising your statutory rights.

Standard return address: 50 Stanley Street, Suite C, Level 7, World Trust Tower, Central, Hong Kong 999077.

Unless the item is faulty, incorrect or otherwise subject to a statutory remedy under which we must pay the return cost, the customer is responsible for the direct cost of return postage. We recommend using a trackable service and retaining proof of postage.

4. Condition of returned goods

You may inspect goods as you would reasonably be able to in a shop. We may make a lawful deduction from a refund for loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Refunds following cancellation

For a valid statutory cancellation, we will reimburse the payments received for the cancelled goods and, where required by law, the cost of the least expensive standard delivery method offered by us. Any additional cost caused by choosing a more expensive delivery option does not have to be reimbursed where the law permits.

We will make the reimbursement without undue delay and within the time required by applicable law. For returned goods, we may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.

Refunds are normally made to the original payment method unless otherwise expressly agreed.

6. Faulty, damaged, incorrect or misdescribed goods

If an item is faulty, damaged, incorrect or not as described, contact support@homejoy.uk as soon as reasonably possible. Please provide your order number and a description of the problem. Photographs may help us resolve the matter more quickly but will not be used to remove a statutory right.

UK consumers have statutory remedies for goods that are faulty, not of satisfactory quality, not fit for purpose or not as described. Depending on the circumstances and timing, those remedies may include rejection and refund, repair, replacement or a price reduction. Where the law requires us to bear reasonable return costs for such goods, we will do so.

7. Exceptions to the right to cancel

The 14-day change-of-mind cancellation right does not apply where a statutory exception applies. Examples can include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. An exception will only be relied upon where it lawfully applies to the relevant product.

8. Exchanges

We do not guarantee a direct exchange service. If you would like another item, contact customer service. Depending on the circumstances, the simplest solution may be a return and a separate new order. This does not affect statutory remedies for faulty goods.

9. Contact details

Homejoy is operated by QL Ecom Growth Limited. Email: support@homejoy.uk. Telephone: +92 324 8112366. Registered business address and standard return address: 50 Stanley Street, Suite C, Level 7, World Trust Tower, Central, Hong Kong 999077.

Homejoy is a trading name of QL Ecom Growth Limited.