At Homebase Shop, we’re committed to ensuring your complete satisfaction with our flooring, tiling, and home improvement products. We understand that sometimes a product might not meet your expectations, which is why we’ve created this straightforward returns and exchanges policy.

Important: You have 15 days from the date of delivery to initiate a return or exchange request.

Our Returns & Exchanges Process

Step 1: Review Eligibility

Before initiating a return, please ensure:

  • The item is in its original condition, unused, and in the original packaging
  • All tags, labels, and protective coverings are intact
  • You have your original order confirmation or proof of purchase

Step 2: Initiate Your Return or Exchange

To start the process, please email our customer service team at [email protected] with the following information:

Returns/Exchanges Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Homebase Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Product Details:
– Product Name: [Product Name]
– Quantity: [Quantity]
– Reason for Return/Exchange: [Please provide details]

Preferred Resolution:
[ ] Refund
[ ] Exchange for [Alternative Product if applicable]

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]

Thank you for your assistance.

Sincerely,
[Your Name]

Step 3: Wait for Authorization

Our team will respond within 2 business days with:

  • Return authorization
  • Shipping instructions and return address
  • Return shipping label if applicable

Step 4: Ship Your Return

Once authorized, please package the item securely in its original packaging and ship it to the address provided. We recommend using a tracked shipping service.

Refund Information

Refund Processing Time

Once we receive and inspect your returned item:

  • Refunds are processed within 5-7 business days
  • You will receive a confirmation email once your refund has been processed

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to appear in your account

Please Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of shipping the replacement item to you.

Non-Returnable Items

For health, safety, and quality assurance reasons, the following items cannot be returned or exchanged:

  • Flooring Samples – Due to their nature as small, opened products
  • Self Adhesive Tiles – Once the adhesive backing has been exposed or used
  • Opened Tiling Adhesive Grout – For health and safety reasons
  • Custom-cut or Made-to-Order Items
  • Clearance or Final Sale Items (clearly marked at time of purchase)

Damaged or Incorrect Items

If you receive a damaged item or incorrect product, please contact us immediately at [email protected] within 48 hours of delivery. We’ll arrange for a replacement or collection at no cost to you.

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges.

Email: [email protected]
Address: 85 George St, Manchester, GB M3M 5LH

We typically respond within 1-2 business days.

Thank you for choosing Homebase Shop for your flooring and home improvement needs. We’re committed to making your shopping experience as smooth and satisfactory as possible.