Returns Policy

At Hofeny, we strive to ensure that every customer is satisfied with their purchase. However, we understand that, on occasion, an item may not meet your requirements. To provide peace of mind when shopping online, we offer a 14-Day No-Quibble Refund Policy. This allows you to decide within 14 days of delivery whether to keep the goods or return them for a refund.

This policy complies with our legal obligations under the Consumer Contracts Regulations (effective from 13/06/2014). These regulations grant customers the unconditional right to cancel an order placed online, over the phone, or via a catalogue within 14 days of delivery, without providing a reason. If you wish to cancel your order, you must notify us via email or in writing. We strongly recommend email for record-keeping purposes. Please note: we cannot accept cancellations over the phone.

Many returns arise due to incorrect product selection, particularly regarding size or suitability for the intended space. To avoid unnecessary returns and additional costs, we encourage you to contact our Sales Team before purchasing. Our experts can assist in selecting the right product and guiding you through the process. If you are unsure about installation, we recommend consulting a qualified engineer before placing an order.

If you decide to return an item, we will issue a full refund for the purchase price of the goods, provided they are returned in their original packaging and in unused, resaleable condition. If the goods are returned in any other condition, we will contact you to discuss the next steps. We advise taking photographs of the item before returning it, both for your records and to assist in processing your return.

Please note: If you choose to return an item for reasons other than fault or damage, delivery costs will not be refunded, and the cost of returning the item is the customer’s responsibility.

Returns Process

To initiate a return:

Notify us via email (contact details below) or another durable medium within 14 days of delivery.
Our Returns Team will contact you to:
- Explain the returns process.
- Provide a returns form.
- Confirm return costs.
- Arrange a collection date, if applicable.
Please note: Due to current pressures on the pallet network, we cannot guarantee an exact collection date, but every effort will be made to meet the agreed timeframe. If arrangements are made over the phone, they will be confirmed via email.

Returns Methods

1. Collection Arranged by Hofeny

Given that many of our products are large and heavy, we offer a collection service to make returns more convenient and prevent transit damage.

Parcel Collection: £40 per parcel
Pallet Collection: £140 per pallet

We will determine the appropriate collection method based on the original delivery service. Goods must be securely repackaged, and pallet returns must be properly strapped (ratchet straps are recommended).

Important:

Drivers cannot enter your property or transport palletised goods over gravel or steps.
The collection charge will be deducted from your refund.
If you placed your order using our finance options, an additional payment may be required if the deposit does not cover the collection cost.

Upon receipt of the returned goods, they will be inspected to confirm they are in their original packaging and resaleable condition. Subject to this, a refund will be processed within 5–10 working days. (Most refunds are processed within the same working week, but please allow additional time for banking network processing.)

If the goods are not in resaleable condition, we reserve the right to deduct an appropriate amount from your refund to restore them to a saleable state. We will contact you in this event.

2. Return Arranged by Customer

You may arrange your own return using a courier of your choice.

Notify us via email or another durable medium, so we can confirm the correct returns address (as different products have different return locations).
Our team will provide guidance on the return process.
Goods must be securely packaged and returned in their original condition.
If the item was delivered on a pallet, it must be securely reattached to a pallet for return transit.

Once received, the goods will be inspected, and a refund will be processed within 5–10 working days, provided they are in resaleable condition. If not, deductions may apply, and we will contact you.

Faulty or Damaged Products

In the rare event that your product arrives damaged or faulty, please follow these steps:

If the item is visibly damaged upon delivery:
- Refuse the delivery and ask the driver to return it.
- Contact us immediately at 0161 826 1183 or sales@hofeny.co.uk.
- If the driver refuses to wait, please reject the delivery and notify us.
If damage is discovered after delivery:
- Check your item within 48 hours of receipt.
- Report any issues as soon as possible, so we can assist in finding a resolution.
For faults discovered within 30 days:
- Under the Consumer Rights Act 2015, if a product is found to be faulty within 30 days, you are entitled to a full refund, repair, or replacement.
For faults discovered after 30 days:
- We will work with you to resolve the issue, in line with the manufacturer’s warranty terms & conditions.

Contact Information

For all returns, cancellations, or damage-related queries, please contact our Returns Team:

📧 Email: sales@hofeny.co.uk
📞 Phone: 0161 826 1183

Thank you for choosing Hofeny.

Hofeny Returns Team