Terms & Conditions
HHGL LIMITED TRADING AS HOMEBASE WEBSITE TERMS AND CONDITIONS OF SALE
These terms and conditions apply to any products or services you may purchase from us through our website, www.homebase.co.uk. Please read all of these terms and conditions carefully before you order any products or services from us because, by ordering, you agree to be bound by them. Each time you place an order you will be asked to agree to these terms and conditions. If you do not accept these terms and conditions, you should not order any products or services from us.
1. Information about us and how to contact us
- We are HHGL Limited t/a Homebase, a company registered in England and Wales. Our company registration number is 00533033 and our registered office is at Witan Gate House, 500 – 600 Witan Gate, Milton Keynes, United Kingdom MK9 1BA. Our registered VAT number is 233 1127 55.
- Our team are online Monday to Sunday 09:00 to 18:00 to help with your queries. Call us on 0333 003 7084 or use our contact form to submit your query.
2. Scope of these Terms & Conditions2.1 These terms and conditions apply to all purchases from HHGL Limited, including online from homebase.co.uk, orders for click and collect, orders in store, and purchases in store, except:
- These Terms & Conditions don’t apply to purchases of room solutions such as Kitchens and Bathrooms. Purchases of Kitchens and Bathrooms are accompanied by their own terms and conditions on signature. If no Terms & Conditions are provided on signature, then these Terms & Conditions apply.
- These Terms & Conditions don’t apply to purchases from our Concession partners who provide independent payment systems. In this instance, your contract is directly with the Concession partner, who will provide their own terms and conditions
2.2 These terms and conditions are in addition to your statutory rights.
3. Contract restrictions
3.1 Consumers only
Our products are only intended for use by consumers (that means people who want to buy our products for their personal use and not for any business purposes). We reserve the right to reject or cancel your order if we reasonably think that you are buying our products for business purposes, but we will attempt to contact you (using the contact details you have provided) to discuss this before cancelling your order.
3.2 Restrictions on delivery areas
We can only guarantee delivery in the following geographical areas: mainland England, Scotland and Wales. In some circumstances we may be able to deliver to Northern Ireland and the Republic of Ireland. You can check whether we deliver a product to your area by entering your postcode online.
3.3 Confirmation of personal status
By placing an order with us through our website, you are confirming to us that you are a consumer and that you are at least 18 years old.
3.4 Our products
- Product images
The images of our products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of our products may vary from that shown in images on our website.
- Product information
The product information contained on our website has been published in good faith and we will do our best to ensure that it is accurate. However, it may occasionally be incorrect, incomplete, or out of date due to human error or circumstances beyond our control. Where information is incorrect due to an error or circumstances beyond our control, we may not accept your order for the affected products, or if your order has already been accepted, we may not supply the affected products to you. We will notify you if this is the case and will not charge you for the product.
4. Our contract with you for online purchases
The steps required to form the contract between you and us are as follows:
- You place the order for the products and/or services you would like to purchase on our website by following the onscreen prompts. You will have the opportunity to check and correct any errors in your order up until the point at which you place your order by accepting these terms and conditions of sale and clicking the "Submit My Order" button on the order summary page. No changes may be made to your order after this point.
- Once those steps are completed, we will take payment from your chosen payment method. If payment is successful, you will receive an order confirmation email containing your order confirmation number and to confirm that we are processing your order.
4.1 If payment is unsuccessful, you will receive an email letting you know that the payment has failed. We will try the payment again 24 hours later. If payment is still unsuccessful after the second attempt, your order will be cancelled, and you will receive a cancellation email.
4.2 Your order is not confirmed until you receive confirmation of successful payment, and the contract is not formed until we dispatch your order.
- Once your order is ready for dispatch, you will receive a communication by either email, text message or telephone from either us or the relevant delivery provider to confirm when your products will be delivered to you.
- If for any reason we cannot provide you with a product in your order, you will be contacted by telephone or email and a refund will be issued for the amount you paid for such product, including any relevant delivery charges paid if the order contained only that product.
5. ‘Click & Collect’
5.1 When viewing a product on our website, you can check whether the product is available in your chosen store, and if it is, you have the option to select that product, pay for it online and collect in store (‘Click & Collect’). You can do so by clicking the "Click & Collect” button and following the steps required to complete your order.
5.2 Once you have paid for your chosen product, you will be sent an email with your order details, including your order number. Your Click & Collect product will typically be available to collect in your chosen store within 1 hour (subject to store opening times) after placing your order. If there are any issues with your order, Homebase will be in contact to discuss these with you before you are asked to collect from the store. We will send you a text message to let you know when your product is ready to collect in your chosen store. We will hold your order for up to three (3) days from the date you placed your order. We will send you a reminder text message the day your order is due to expire. If you are unable to collect your order within seven (7) days, your order will be cancelled, and Homebase will process a refund.
5.3 If there are problems
If there is an issue with your order (for example, if the product is unexpectedly no longer in stock in your chosen store), we will contact you by text message and/or telephone to resolve the issue
5.4 Collection and ID documents
When you come to collect your product from your chosen store, you (or someone acting on your behalf) will need to bring your order number. Your product will be available for collection at your chosen store's Customer Services desk. You will be asked for ID where you are collecting ‘Click & Collect’ orders.
6. Price and payment
6.1 Where to find the price for the product
The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order, except in cases of obvious error.
6.2 We will pass on changes in the rate of VAT.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
6.3 What happens if we get the price wrong
It is possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If this is the case, we will, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.
6.4 When you must pay and how you must pay
We accept payment by debit or credit card including Mastercard, VISA and American Express. We also process payments through checkout.com, WorldPay, Zip Pay and PayPal. You must pay for the products, and any related services, before we dispatch the products.
6.5 If your payment fails online
We will email you to let you know the payment has not been successful. We will re-try the payment within 24 hours. If the payment fails a second time, your order will be cancelled, and you will receive an email confirming this.
6.6 We will save your card details to your account to improve the user experience of returning customers.
By saving these details in an encrypted database, it means we can safely retrieve them for returning customers and give them the option to use the details stored.
7. Providing the products and any related services
7.1 Delivery charges
The delivery charge will be notified to you before you place your order and confirmed in our acceptance of your order. Please note that our delivery charges vary according to the value or size of your order and your delivery address and may vary between deliveries. Where you order more than one item you may receive your order in more than one delivery, but you will only be charged once for delivery. Delivery will be calculated so that the most you will pay will be the higher of the individual delivery charges. Selected items are not available for delivery to Northern Ireland addresses or stores. Availability will be shown in the checkout.
7.2 When we will provide the products
During the order process we will let you know when we will provide the products to you. You will receive a communication by either text message, email or telephone from either us or the relevant delivery provider to confirm when your products will be delivered to you. We cannot guarantee that items will arrive together.
7.3 We cannot guarantee Next Day Delivery or Named Day Delivery to Northern Ireland.
You will be informed before placing your order whether Next Day or Named Day Delivery is available to your address. Selected items are not available for delivery to Northern Ireland addresses or stores.
7.4 We are not responsible for delays outside our control.
If our supply of the products or any related services is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
7.5 Doorstep delivery only.
Unless otherwise stated, our third-party delivery companies will deliver your products to your doorstep only (and does not include removal or disposal of packaging).
- Due to local lockdown restrictions, our home delivery service has been adapted to keep our teams and customers safe during this time. All items will be delivered in line with social distancing guidelines, following a contact-free process. Deliveries will be to threshold only.
7.6 If you are not at home when the product is delivered
If no one is available at your address to take delivery, and the products cannot be posted through your letterbox, we or our delivery provider will leave you a note or contact you informing you of the attempted delivery and how to rearrange delivery.
7.7 If you do not re-arrange delivery
If, after a failed delivery to you, you do not re-arrange delivery, we may end the contract with you.
7.8 If you do not allow us access to provide services
If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite using reasonable efforts, we are unable to contact you or rearrange access to your property, we may end the contract with you.
7.9 When you become responsible for the goods
A product will be your responsibility from the time we or our delivery provider deliver those goods to the address you gave us or when you collect the product from our Customer Services desk if you purchase the product using Click and Collect. If you provide us with an incorrect delivery address and your order is signed for by someone else, or if the intended recipient is no longer resident or employed at the delivery location you specify, we cannot be responsible for any losses you may incur as a result, for example, theft of the products.
7.10 When you own goods
You own a product once we have received payment in full and have dispatched your order (or in the case of ‘Click and Collect’ orders, when you have paid for and collected the item) unless due to unforeseen circumstances we cancel your order as set out in these terms.
7.11 Deliveries for Store Collection
Once you have ordered your chosen product, you will be sent an email with your order details, including your order number and the estimated earliest collection date (typically within two (2) days after making your order). We will send you a text message to let you know when your product is ready to collect in your chosen store. We will hold your ordered product for up to twenty-one (21) days from the date when your order is ready for collection. If you are unable to collect your ordered product within twenty-one (21) days, your order will be cancelled, your payment will be refunded, and the product will be returned to the store.
8. Your Rights - Cancellation, Returns and Refunds
8.1 If you’ve changed your mind
We hope you’ll love your Homebase purchase or order but, if you change your mind, we will happily refund you for any items you return to us in an unused and resalable condition within 30 days of receipt
This excludes the following:
- Perishable goods such as plants or turf
- Items that are made to measure, or cut to size such as timber
- Items that are mixed for you such as paint
- Items that are sealed for hygiene or health protection purposes if unsealed such as mattresses, duvets, bedding and toilet seats (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered)
- Ex-display items which were sold on an “as-is” basis
All returned items must be unused, in their original packaging, and accompanied with a receipt or order confirmation.
8.2 Return to store (UK & Republic Of Ireland)
Returning your in-store purchase, click & collect order, and online order for small items such as paint & wallpaper to store is easy; all you need to do is bring the following:
- Your item in an unused and resalable condition
- Your receipt or order confirmation
- The payment card you used to purchase or place your order with
8.3 Return via a collection
We understand that it is inconvenient to return larger items such as indoor and outdoor furniture, ordered online back to store. In these cases, we can organise your return via a collection.
Please contact our customer services team, and they will be more than happy to help.
We may require you to package the product before collection, to ensure its sage return to our depot.
8.4 Returning products supplied by one of our 3rd Party Suppliers
Some of the products we sell are sent directly out from our suppliers. If your order was supplied by a 3rd party, please contact our customer services team, and they will be more than happy to help.
We may require you to package the product before collection, to ensure its sage return to the depot.
8.5 Time to process refunds
a) The time to receive your refund depends on when and how your item was returned.
- Returning in-store – Your refund will appear in your account within 3-5 days.
- Returning via a collection – Please allow up to 7 days for this to appear in your account, once your items have been collected.
b) All refunds will be made back to the original payment method.
We will exchange your item/s within 30 days if they are unused and in a resalable condition and you have your receipt or order confirmation. This will exclude the items listed above unless they are faulty.
8.7 Faulty Products
a) If your item develops a fault within 30 days of purchasing or receiving it, we will offer a full refund or exchange.
- If you purchased your item in store or via our Click & Collect service, please return your item to your local store
- For any orders placed online, please contact our customer services team, who will be happy to arrange a return or replacement.
b) If your product develops a fault after 30 days but within 6 months of purchase or receipt of the goods, we’ll look to repair or replace the item/s in accordance with the terms of the Consumer Rights Act 2015.
c) If your product develops a fault after 6 months, we may consider a repair or replacement, provided you can demonstrate the fault was present at the time of purchase
9. Deliveries from Suppliers
9.1 We also offer a wider range of products delivered direct from our suppliers on our website. You can also order these products in our stores. As these products are supplier direct orders you will not be able to collect them or take them away from our stores, you will have to have them delivered to you. These products can be identified as such in the product description information on our website.
9.2 Once you have placed your order for the selected products via our website, the products are supplied direct to you by the third-party supplier of the product. The third-party supplier will contact you directly regarding the delivery of the products.
9.3 Please note that if you wish to return a supplier direct product you will not be able to return it in store and the item will need to be collected from you by the third-party supplier.
10. Third-party Concession Products
10.1 We also offer a range of products which we sell on behalf of third-party concession sellers on our website, and these can be identified as such in the product description information on our website.
10.2 Once you have placed your order for the selected third-party concession products via our website, the products are supplied direct to you by the relevant third-party concession seller. The third-party concession holder or their nominated delivery provider will contact you directly regarding the delivery of the concession products.
10.3 Please note that a third-party concession product will be your responsibility from the time the third-party concession seller or their nominated delivery provider delivers those products to the address you gave to us during the order process. You own a third-party concession product once we have received payment in full on behalf of the third-party concession seller unless due to unforeseen circumstances the third-party concession seller cancels your order.
10.4 Please note that the terms relating to delivery of the products at paragraph 7 above and ending the contract with us and return of the products at paragraph 8 above do not apply to the sale of third-party concession products. The terms relating to the delivery of, ending of the contract for and return of the third-party concession products will be sent to you separately by the relevant third-party concession seller.
11. Our responsibility for loss or damage suffered by you
11.1 We do not accept any loss for late deliveries, incomplete orders or items, or damaged products.
Please do not book, confirm or instruct any third parties to complete any works relating to the products until you have received them, and you have checked that they are complete and conform to your requirements as we do not accept any liability for losses you incur as a result of late deliveries, incomplete orders or items, or damaged products.
11.2 We do not exclude or limit in any way our liability to you for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot be excluded by law.
11.3 When we are liable for damage to your property.
If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
11.4 We are not liable for business losses.
We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any business loss (which includes loss of profits, contracts, goodwill, opportunity, and other similar losses).