Terms & Conditions
When placing an order with Home Feeling, you are agreeing to the following terms and conditions. Please read all sections carefully to ensure you understand them before purchasing.
About us and our products
homefeeling.co.uk is a site operated by Home Feeling Limited (we and us). We are a company registered in England and Wales under company number 09576550 and have our registered office at Unit 7, Wellington Crescent, Fradley Park, Lichfield, Staffordshire WS13 8RZ. Our VAT number is 212308065.
To contact us, please email info@homefeeling.co.uk or telephone our customer service team on 01543 228 622.
You can find everything you need to know about us, Home Feeling Limited, and our products on our website before you order.
Our contract with you
Our contract
These terms and conditions apply to the order by you and supply of goods by us to you. No other terms are implied by trade, custom, practice or course of dealing.
We only accept orders when we've checked them
We contact you to confirm we've received your order and we accept it when we dispatch the product to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know via email or text message if a valid phone number or email has been provided as soon as possible and refund any sums you have paid.
Availability
Each item’s availability will be displayed on the website along with the estimated date of delivery. Delivery dates will depend on your specific postcode, and you will be given a more accurate date when you are at the checkout.
We charge you when you order
We accept payment via the following methods: MasterCard, Maestro, Visa debit and credit and PayPal.
If we identify a transaction as being potentially fraudulent, we may cancel your order and any items will be returned to the warehouse.
Pricing and discount codes
All prices shown on the website are in pound sterling (GBP) and include VAT and we offer free delivery depending on your location unless stated otherwise.
On occasion, we may offer products at sale or promotional prices.
Any offers will apply to selected products and will be subject to availability. In this case, please refer to the individual product page for pricing information.
We may also offer discount codes from time to time. These will be available for a limited time, be valid on selected products and are subject to availability. Discount codes can be withdrawn at any time. Discount codes can only be redeemed on www.homefeeling.co.uk and it is limited to one discount code per order.
Should you wish to return an item that has been purchased with a discount code, your refund will be for the full amount minus the discount that was applied.
We will verify your use of some discount codes and they will not be able to be used if the verification process is unsuccessful.
We pass on some increases in VAT
The product prices we display include VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
Our price promise
We will try to match the price of the same products available online from other reputable companies in the UK (such a reputable company would be expected to have over 1000 ratings from independent review sites e.g. Trustpilot). If you have found the same product available cheaper from another company in the UK online please contact our customer service team via phone or email.
We will only be able to match the price from another site if the item is new, it is in stock at point of purchase and the price includes VAT and delivery.
We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service team to end the contract and receive a refund for any products you have paid for, but not received.
Products can vary slightly from their pictures and website information
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
Whilst every effort has been made to ensure that the product specifications on each listing are correct, specifications may change without notice due to continuous product development.
On every listing there is a ‘Specifications’ tab where you can find the dimensions of the product, however, please be aware that the product dimensions may not include any protruding features such as handles and control knobs.
The dimensions represent the casing of the product only. You may also need to leave space around certain freestanding appliances for enhanced performance, safety and efficiency so please measure your space accordingly. You're responsible for making sure your measurements are accurate.
Prior to ordering your item, make sure you have consulted a qualified trades person to check that what you are ordering is the right dimensions and type.
Reviews displayed on our website are hosted by Trustpilot. Any customer reviews that are on the product listing page are the opinions of customers and do not form part of the description or specification of the product. We cannot be held liable for any information that is contained within a customer review.
We may charge you if you don't give us information we need
We may charge you additional sums if you don't give us information we've asked for, such as your telephone number and address and about how we can access your property for delivery or installation or if you don't do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule installation.
Delivery
We offer free delivery to your ground floor main entrance on all kitchen appliances in Mainland England, Wales and Scotland, excluding Isles, Northern Ireland and Highlands.
Whilst our couriers will be as accommodating as possible, it is at the driver’s discretion to take items within your property.
Please do not book someone to install your kitchen appliance until your item has arrived in good condition.
We cannot be held responsible for delays due to unforeseen circumstances, including but not limited to accidents, traffic and weather.
All items must be signed for and inspected immediately.
It is your responsibility to ensure that you thoroughly check your delivery for any damage or missing items within a reasonable time frame.
Any missing items or damage needs to be reported within 48 hours, so even if you are not installing your item straight away, please thoroughly inspect the item upon delivery otherwise, there is no practical way for us to determine whether it was damaged before receipt of your item and we will not be able to make a damage claim with our couriers or the manufacturer.
If we are not notified within the 48 hour time frame, then we will not be able to raise a claim with the courier.
Unless you have reported any damage or missing items within 48 hours of delivery, we will deem the product to have arrived with you in perfect condition.
If you happen to notice any damage to an item at the time of delivery, you have the right to refuse the delivery.
We reserve the right to request photographic evidence of the products and/or packaging prior to collection.
Do not attempt to install your appliance if you notice damage. If it becomes apparent that the item has been installed prior to us being informed that is damaged, we will assume that the item was damaged during installation.
We are not responsible for any damage to your property by third party couriers we use and we will not be responsible for any such claims.
We will not be liable to the extent that any failure to deliver was caused by an event outside our control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of goods.
Installation
Once an item has been installed, we cannot accept a return without involving the manufacturer.
We recommend that all appliances are installed by a professional or competent person.
We cannot be held liable for installation that is not carried out by our staff.
You have a legal right to change your mind plus extra rights under our guarantee.
Your legal right to change your mind
For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee
In addition, we offer our UK customers a goodwill guarantee for most products which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product.
| Your legal rights | How our goodwill guarantee is more generous |
|---|---|
| 14 days to change your mind | 30 days to change your mind |
When you can't change your mind
You can't change your mind about an order for:
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- goods that are made to your specifications or are clearly personalised; and
- goods which become mixed inseparably with other items after their delivery. You won’t receive a refund if there is any sign of the product having been installed.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 30 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know
To let us know you want to change your mind contact our customer service team and provide us with the details of your item you wish to return including the order number and the reason you are returning it.
You have to return the product at your own cost
You have to return your product to us within 30 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, contact our customer service team.
We only refund standard delivery costs if your item is faulty
If you are returning your item because it is faulty we will refund the standard delivery costs for returning the item to us but we won't refund any extra amounts that you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. To this end, please return the item in its original packaging. In some cases, because of the way you have treated the product, no refund may be due. You have a duty of care for the items whilst they are in your possession. To this end, we recommend that you insure you item with the courier when you are returning the product to us.
When and how we refund you
If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 30 days. If you're sending your product back to us, we refund you within 30 days of receiving it. We refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our customer service team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.
| Summary of your key legal rights |
|---|
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
|
Manufacturer’s warranties
All items carry a minimum 12 months parts and labour warranty issued by the manufacturer which is subject to the following conditions:
- the relevant appliance has been used solely for domestic purposes and is on domestic premises in the UK i.e. not for commercial or trade use;
- the relevant appliance has been used solely in accordance with the instruction book;
- the relevant appliance has not been subject to misuse, accident, modified or repaired by anyone other than the manufacturer’s service engineers;
- excessive wear and tear; and
- where the engineer finds no fault, or where the fault originates with the customer (wrong installation etc.) you may be charged.
When installing a gas appliance a qualified Gas Safe engineer is required, all appliances will need to be installed by a qualified and insured trades person, who will have the correct certification. If your appliance isn’t installed by a qualified trades person the manufacturer will be likely to void the warranty.
Certain consumable parts such as lights and filters are not covered by a warranty or guarantee.
You will need to claim against the manufacturer if the faulty goods have been installed, even if you have just bought the appliance, as we need to make sure it was installed correctly.
Some manufacturer’s warranties may last longer than 12 months, however this is subject to you registering the warranty with the manufacturer. Please read the manual that comes with your appliance to learn how you can register for any warranties that are longer than 12 months. Any warranties that are longer than 12 months need to be registered with the manufacturer within 30 days of receiving your appliance in order to activate the extended warranty.
If any faults arise, please contact our customer service team who will be pleased to help, however please bear in mind that our staff are not technicians, electricians, plumbers or engineers and therefore we will help you to get in touch with the manufacturer of your appliance.
By agreeing to these terms and conditions, you agree that in the event of a fault at any time within the first 12 months after purchase, the manufacturer will be responsible for any warranty claim and that in the unlikely event that an item is/becomes faulty, no matter how soon after it has been installed, it is the manufacturer who needs to decide whether or not the item is to be replaced or repaired.
You also agree that in the event of a fault, you will have to contact the manufacturer directly to register your fault and organise an engineer to visit arranged with the manufacturer.
The only way to determine what has caused a fault and what action needs to be taken is through an engineer’s visit, organised by the manufacturer.
If a product has been installed the manufacturer will need to send a service engineer to inspect the appliance to establish the nature of the fault. The easiest way to do this is for you to arrange a time directly with the manufacturer. They will either be able to fix the fault or declare the appliance unserviceable. If the item cannot be fixed, the manufacturer will provide an uplift number. This uplift number enables us to arrange for a collection and/or a replacement.
Please remember if a product is found to be installed incorrectly the manufacturer reserves the right to charge for the engineer visit.
Where the recovery of an item is not possible, we may ask you to dispose of damaged or faulty goods. In these cases you are responsible for disposal in a safe, appropriate and legal manner.
Please note, this does not affect your right to return an item within 30 days of receipt, as returns are only accepted for new items and not Items that have been used and/or installed.
We can change products and these terms
Changes we can always make
We can always change a product:
- to reflect changes in relevant laws and regulatory requirements; and
- to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
We can suspend the supply of a product
We do this to:
- deal with technical problems or make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
- you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
- you don't, within a reasonable time, either allow us to deliver the product to you.
We don't compensate you for all losses caused by us or our products
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we are not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. We are not liable for any loss of profit or loss of business as we only supply products for domestic and private use.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://homefeeling.co.uk/privacy-policy
You have several options for resolving disputes with us
Address any complaints to us
Should you wish to make a complaint for any reason then please contact our customer service team who will do their best to resolve any problems you have with us or our products. We will endeavour to reply to all complaints received by email within 7 days.
Resolving disputes without going to court
Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Retail ADR through their website at retailadr.org.uk. Retail ADR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
You can go to court
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product.
We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later.
We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.