Refund policy
Refund and Returns Policy
This policy applies to all orders placed on home-universe.co.uk. It sets out your legal rights as a consumer in the United Kingdom and the additional, voluntary returns options we offer on top of those rights.
Who you are buying from
home-universe is operated by:
Ziad Limited
Flat 5, 4/F Won Hing Building
74-78 Stanley Street
Central, Hong Kong
Business Registration Number: 79461594
Director: Mujo Zimic
Email: support@home-universe.co.uk
We answer emails Monday to Saturday, 08:00 to 18:00 (GMT/BST).
1. Your legal right to cancel (14 days)
If you are a consumer, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason.
How long you have. The cancellation period ends 14 days after the day on which you (or someone you have named to receive the parcel) take physical possession of the goods. If your order is delivered in several separate parcels, the 14 days run from the day you receive the last item in that order.
How to cancel. Tell us clearly that you wish to cancel before the 14 days are up. The easiest way is to email support@home-universe.co.uk with your order number. You may use the wording below, but you do not have to:
I hereby give notice that I cancel my contract of sale for the following goods: [description of goods]. Ordered on / received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].
Sending the message before the deadline is enough; it does not matter when it reaches us.
Sending the goods back. After you have told us you are cancelling, you have a further 14 days to send the goods back to us. Please return them in a condition that allows them to be resold where possible, including any tags and original packaging.
Your refund. We will refund the price you paid for the goods, plus the standard outbound delivery cost we charged you. If you chose a delivery method that costs more than our standard option, we refund the standard cost only. We will issue the refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them back, whichever is earlier. If no goods were dispatched, we refund within 14 days of you telling us you are cancelling. Refunds go back to the payment method you used for the order. We do not charge a restocking or handling fee.
Handling the goods. You may examine the goods in the same way you could in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, and their value is reduced as a result, we may deduct an amount from your refund to reflect that reduction.
Cost of returning the goods. For cancellations under this section you pay the cost of returning the goods to us, unless the item is faulty, damaged, or not what you ordered. In those cases we cover the return cost — see section 4. If you are unsure, email us first at support@home-universe.co.uk and we will confirm the cheapest suitable return option before you send anything.
2. Items that are exempt from the 14-day cancellation right
The Consumer Contracts Regulations 2013 list a small number of cases in which the cancellation right does not apply. For our home and garden products the relevant exceptions are:
- Sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery. For our range this can apply to kitchen items and cushions that come into direct contact with food or skin and are supplied in a sealed pack. As long as the seal is intact, you can still cancel and return the item.
- Goods made to your specification or clearly personalised, for example an item produced with a name, text or custom measurements you supplied.
- Goods that are liable to deteriorate or expire rapidly.
- Goods that, by their nature, are inseparably mixed with other items after delivery.
Nothing else in our range is excluded. In particular, discounted, reduced and clearance items are covered by the cancellation right in exactly the same way as full-price items.
3. Our additional 30-day returns promise (voluntary)
Separately from, and in addition to, your legal rights above, we offer a voluntary 30-day return option as a goodwill gesture.
- You may return most items within 30 days of delivery even if the 14-day statutory cancellation period has already passed.
- The item must be unused, in its original condition and, where it was sealed for hygiene reasons, still sealed.
- Under this voluntary option we refund the price of the goods. Outbound delivery charges are refunded only where the law requires it, that is within the 14-day statutory period described in section 1.
- The cost of sending the item back to us is yours under this voluntary option.
- Discounted and clearance items are included.
This 30-day promise is a contractual extra. It does not replace, limit or affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. If a statutory right gives you more, the statutory right applies.
4. Faulty, damaged or incorrect items — your rights under the Consumer Rights Act 2015
Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following rights, and none of them depend on our returns promise in section 3.
- Short-term right to reject (30 days). Within 30 days of receiving the goods you can reject a faulty item and ask for a full refund.
- Repair or replacement. After those 30 days you can ask us to repair or replace the item. We will do so within a reasonable time and without significant inconvenience to you.
- Price reduction or final right to reject. If a repair or replacement is not possible, or does not fix the problem, you can claim a price reduction or reject the goods for a refund.
- The first six months. If a fault appears within six months of delivery, it is assumed to have been present at delivery unless we can show otherwise.
- Time limits for claims. In England, Wales and Northern Ireland you generally have up to six years from delivery to bring a claim; in Scotland the period is five years.
If your item arrives faulty, damaged or is not the item you ordered, email support@home-universe.co.uk with your order number and a photo of the problem. We pay the return postage in these cases, or we will arrange collection or send you a prepaid label. You will never be asked to pay to return a faulty, damaged or incorrect item.
5. How to return an item
- Email support@home-universe.co.uk with your order number and tell us whether you are cancelling under section 1, using the 30-day promise in section 3, or reporting a fault under section 4.
- We will reply within one working day (Monday to Saturday, 08:00 to 18:00 GMT/BST) and confirm your return authorisation (RMA) before you send anything. All returns are handled by Ziad Limited at the address shown below.
- Pack the item securely, include a note with your order number, and send it to the returns address shown below.
- Please obtain proof of postage. We recommend a tracked service — until the parcel reaches us, you are responsible for it, and proof of postage also protects you if it goes missing.
All returns are sent to:
Ziad Limited — Returns
Flat 5, 4/F Won Hing Building
74-78 Stanley Street
Central, Hong Kong
Please contact us before sending anything back so that we can issue your RMA and avoid unnecessary postage costs for you.
6. Refunds — timing and method
- Statutory cancellations under section 1: refunded within 14 days, as described above.
- Voluntary returns under section 3: refunded within 14 days of the item reaching us.
- Faulty, damaged or incorrect items under section 4: refunded within 14 days of us receiving the item or agreeing the claim.
All refunds are made to the original payment method. Depending on your bank or card issuer it can take a few additional working days for the money to appear on your statement. If a refund has not reached you within 10 working days of our confirmation email, contact us at support@home-universe.co.uk and we will chase it.
7. Orders that have not arrived
If your parcel has not arrived within the delivery window stated in our Shipping Policy, contact us at support@home-universe.co.uk. Under the Consumer Rights Act 2015 the goods remain our responsibility until they are delivered to you, so a lost parcel is our problem to solve, not yours. We will either resend the order or refund you in full.
8. Complaints
If you are not happy with how we have handled a return or refund, email support@home-universe.co.uk with "Complaint" in the subject line and your order number. We will acknowledge your complaint within two working days and aim to resolve it within 14 days.
You can also get free, impartial advice on your consumer rights from Citizens Advice. Nothing in this policy affects your right to take legal action.
Last updated: 28 July 2026.