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Homebase Information
Homebase Information
- Is customer service still up and running? Yes, customer services are still up and running, and the team are working hard to respond to all enquiries regarding any orders (irrespective of whether pre or post administration) Customers with queries should still get in touch via the website.
- Can people still use their vouchers? Gift cards will continue to be redeemable in store until further notice from the Joint Administrators, However Gift Cards will no longer be sold or no balance can be added.
- Is it right that you are not going to exchange unwanted or unused items? Any unwanted and unused items purchased in store (unless faulty), either pre or post administration are not eligible for refund or exchange. Click and Collect customers are entitled to exchange unwanted item/s within 30 days, only from the store where it was collected, provided they bring their receipt or order confirmation and payment card they used to purchase or place their order. All returned items must be unused, in their original packaging, with a receipt. The item/s must be unused and in a resalable condition. The following items cannot be returned or cancelled, unless they are faulty:
- Perishable goods such as plants or turf, including cut Christmas trees; Items that are made to measure, or cut to size such as timber; Items that are mixed (i.e. 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 or have been incorrectly delivered). Ex-display items which were sold on an “as-is” basis. Products which have been installed cannot be cancelled or returned unless faulty.
- In the event a store is closed, this service will no longer be available.
- What happens to any faulty items? Faulty items will be refunded and exchanged, provided it is returned to the store it was purchased or collected from, with proof of purchase within 30 days from the date it was purchased.
- What should customers with missing/incomplete items from bathrooms / kitchens do? We encourage customers who have issues with existing orders to get in touch with our customer services team in the first instance. All enquiries will be assessed on a case by case basis. Subject to the availability of stock, orders in process will be honoured where possible.
- What should people awaiting bathrooms / kitchen deliveries do? For example, even those due to be delivered in 2025. Customers should await a call from the Homebase Room Solutions team who will provide an update based on the specifics of the customer’s order.
- Can orders be cancelled? Orders in process will be honoured where possible, subject to the availability of stock. If an order can be fulfilled then there will be no refund should the order be cancelled, with the exception of purchases made with finance which have separate agreements.
- Please can you tell us what will happen to the warranties that customers have with any products such as bathrooms/kitchens bought through you? There will be no warranty for products or installations except for where there is a manufacturer warranty, for example for appliances.
