At Home Essentials Shop, we want you to be completely satisfied with your home organisation and furniture purchases. If for any reason you’re not happy with your order, we offer a straightforward returns and exchange process.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused and in its original condition
  • Original packaging must be intact
  • Proof of purchase must be provided

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Fire Pits & Fireside Accessories (once used)
  • Personalised or custom-made items
  • Items marked as “Final Sale”

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us within 15 days of receiving your order by emailing [email protected] with your order number and reason for return
  2. Wait for Approval – We’ll respond within 24 hours (weekdays) with return instructions
  3. Package Your Item securely in the original packaging
  4. Ship Your Return using a trackable method to:
    Home Essentials Shop Returns
    68 Saville Row
    Newcastle upon Tyne, GB CH2I 2VT
  5. Notify Us once shipped by replying to your return approval email with tracking information

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost returns.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)

Please note it may take additional time for your bank or credit card company to process and post the refund to your account.

Exchange Process

To exchange an item:

  1. Follow the standard return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. We’ll process your exchange once we receive the original item

If the exchange item costs more than the returned item, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Home Essentials Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Item Name: Item SKU (if available): Reason for Return/Exchange: Preferred Resolution: (Refund/Exchange for [Item Name]) I confirm the item is unused and in its original packaging. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Questions?

For any questions about our returns policy, please contact our customer service team at [email protected] or call us during business hours (Monday-Friday, 9am-5pm GMT).