Refund policy

This Return and Refund Policy explains how cancellations, returns, refunds, replacements, damaged goods, faulty products, incorrect items, shortages and other order-related issues are handled when you purchase products from HOMVIA LIMITED through our online store.

HOMVIA LIMITED operates as a wholesale home-textile business specialising in products including throws, blankets, quilts and related home-textile products supplied in wholesale quantities, packs, cartons, cases or other business purchasing quantities.

Our store is primarily intended for business customers, retailers, resellers, online retailers, hospitality businesses, interior and homeware businesses, organisations and professional buyers. Wholesale orders may be subject to minimum order quantities, pack quantities, minimum order values, stock availability, supplier handling requirements and fulfilment arrangements.

Nothing in this policy excludes or limits any statutory rights or remedies that cannot lawfully be excluded or limited.

1. Company Information

HOMVIA LIMITED
Company number: 17395118
Business address: 82 King Street, Manchester M2 4WQ, United Kingdom
Email: sales@homvia.store

Please contact us before returning any goods.

The return address may differ from our registered or business address depending on the product, warehouse, supplier, fulfilment provider or logistics arrangement.

Do not send goods to our business address unless we have specifically instructed you in writing to do so.

2. Business and Wholesale Purchases

HOMVIA LIMITED is primarily a wholesale business.

If you purchase products for:

  • Resale;

  • Retail;

  • E-commerce;

  • Trade;

  • Commercial use;

  • Hospitality;

  • Interior design or furnishing projects;

  • Professional use;

  • Organisational or institutional use;

you will normally be treated as a business customer unless we expressly agree otherwise in writing.

Business customers do not automatically have a general right to return correctly supplied goods simply because they:

  • Change their mind;

  • No longer require the stock;

  • Ordered too many units;

  • Selected the wrong colour, size or product;

  • Cannot resell the products;

  • Experience reduced demand;

  • Decide the products are no longer commercially suitable.

Any change-of-mind return by a business customer is subject to our prior written approval.

This does not affect rights or remedies relating to goods that are faulty, materially damaged, incorrectly supplied, short-shipped or materially not as described.

3. Consumer Purchases

Our website is designed primarily for wholesale and professional customers.

However, if you purchase from HOMVIA LIMITED as a consumer and applicable United Kingdom consumer legislation applies to your purchase, you may have statutory rights which are different from the business return terms contained in this policy.

Where a statutory consumer cancellation, refund, repair, replacement or rejection right applies, this policy does not remove or restrict that right.

To exercise any applicable consumer right, contact:

sales@homvia.store

and provide your order details and the nature of your request.

4. Return Authorisation Required

All returns must be authorised by HOMVIA LIMITED before goods are sent back.

To request a:

  • Return;

  • Refund;

  • Replacement;

  • Credit note;

  • Exchange, where available;

  • Order correction;

please contact:

sales@homvia.store

Please provide:

  • Your full name;

  • Your business or trading name, where applicable;

  • Your order number;

  • The email address associated with the order;

  • The product name or description;

  • The affected quantity;

  • The relevant pack, carton or case quantity, where applicable;

  • The reason for the request;

  • Photographs or video evidence where the product is damaged, faulty, incorrect, incomplete or materially not as described.

After reviewing the request, we may provide a Return Authorisation together with instructions and the correct return address.

Sending goods back without prior authorisation does not automatically create a right to a refund.

5. Inspection of Wholesale Deliveries

Wholesale customers should inspect deliveries promptly after receipt.

Please check:

  • The products delivered against your order confirmation;

  • Product names and variants;

  • Colours and sizes, where applicable;

  • Quantities;

  • Pack, carton or case quantities;

  • Outer packaging;

  • Visible transit damage;

  • Missing products;

  • Short shipments;

  • Incorrect products;

  • Obvious manufacturing or material defects.

Damaged, incorrect, missing, short-shipped or visibly defective products should be reported to us as soon as reasonably possible and preferably within 3 business days after delivery.

Prompt notification allows us to investigate the issue with the relevant warehouse, supplier, fulfilment provider or courier.

Failure to report an issue within this preferred period does not remove any right or remedy that cannot lawfully be excluded, but delays may make it more difficult to verify transit damage, shortages or fulfilment errors.

6. Damaged Goods

If products arrive damaged, contact us promptly at:

sales@homvia.store

Please provide:

  • Your order number;

  • Product name;

  • Quantity affected;

  • Description of the damage;

  • Clear photographs of the damaged products;

  • Photographs of the outer packaging;

  • Photographs of the shipping label;

  • Photographs showing the affected pack, carton or case;

  • Any other information reasonably requested to investigate the claim.

Please keep the products, original packaging and shipping materials until we have reviewed the claim.

We may require this evidence for an investigation with a courier, warehouse, fulfilment provider, supplier or insurer.

Where damage is confirmed, depending on the circumstances we may provide an appropriate remedy such as:

  • Replacement products;

  • Replacement of the affected quantity;

  • Partial refund;

  • Refund;

  • Credit note;

  • Price adjustment;

  • Another commercially reasonable solution.

The remedy available may depend on the nature and extent of the damage, quantity affected, product availability and applicable law.

7. Faulty or Defective Products

If a product appears faulty or defective, please contact us and provide sufficient information for us to assess the issue.

For textile products, relevant defects may include, depending on the product and circumstances:

  • Significant manufacturing defects;

  • Material defects;

  • Incorrect construction;

  • Major stitching defects;

  • Materially incorrect dimensions;

  • Significant undisclosed weaving or finishing faults;

  • Materially incorrect composition;

  • Products that materially differ from their description;

  • Other defects affecting the ordinary intended use of the product.

Minor characteristics naturally associated with textile production are not necessarily defects.

Depending on the material and manufacturing process, small variations may occur in:

  • Colour tone;

  • Weave;

  • Texture;

  • Fibres;

  • Measurements;

  • Stitching;

  • Finish;

  • Pattern positioning.

Where reasonable, these may be considered normal manufacturing or material tolerances rather than product faults.

If a genuine fault is confirmed, we may offer an appropriate remedy such as:

  • Replacement;

  • Repair where appropriate;

  • Credit note;

  • Price reduction;

  • Partial refund;

  • Refund.

8. Products Damaged After Delivery

Products will not normally be treated as faulty where damage or deterioration results from circumstances after delivery, including:

  • Incorrect washing;

  • Failure to follow care instructions;

  • Incorrect drying;

  • Excessive heat;

  • Bleaching;

  • Inappropriate detergents;

  • Incorrect ironing;

  • Improper storage;

  • Damp or moisture;

  • Mould;

  • Contamination;

  • Smoke exposure;

  • Strong odours;

  • Pet damage;

  • Customer handling;

  • Modification;

  • Cutting;

  • Alteration;

  • Embroidery or printing carried out after delivery;

  • Relabelling;

  • Repackaging;

  • Commercial display damage;

  • Misuse;

  • Normal wear and tear;

  • Failure to follow product care instructions.

We may request photographs, product samples or other evidence where necessary to determine the likely cause of a reported defect.

9. Incorrect Products

If you receive a product that differs from the product confirmed in your order, please contact us promptly.

Please provide:

  • Your order number;

  • Product ordered;

  • Product received;

  • Quantity ordered;

  • Quantity received;

  • Relevant colour, size or variant;

  • Photographs of the products;

  • Photographs of product labels or packaging where applicable;

  • Photographs of the delivery packaging.

After reviewing the issue, we may:

  • Send the correct product;

  • Arrange collection or return of the incorrect goods;

  • Issue a replacement;

  • Issue a credit note;

  • Issue a partial refund;

  • Issue a refund;

  • Agree another suitable solution.

10. Missing Items and Short Shipments

If a wholesale delivery contains fewer products than ordered, or if a product line, pack, carton or case is missing, contact us as soon as reasonably possible.

Please provide:

  • Order number;

  • Products ordered;

  • Quantities ordered;

  • Quantities received;

  • Number of cartons or parcels received;

  • Photographs of the delivery;

  • Photographs of packaging and labels where relevant.

We may check:

  • Order records;

  • Warehouse picking records;

  • Packing information;

  • Parcel weights;

  • Supplier records;

  • Dispatch records;

  • Courier tracking;

  • Delivery confirmation.

Where a shortage is confirmed, we may:

  • Dispatch the missing quantity;

  • Replace the missing product;

  • Issue a credit note;

  • Issue a partial refund;

  • Provide another appropriate solution.

11. Change-of-Mind Business Returns

Change-of-mind returns are not automatically accepted for business or wholesale purchases.

At our discretion, we may consider a business return where all of the following conditions are satisfied:

  • The request is made promptly after delivery;

  • We approve the return in writing;

  • The products are unused;

  • The products have not been washed or laundered;

  • The products have not been displayed or used commercially;

  • The products are clean and free from odours;

  • The products are undamaged;

  • The products remain suitable for resale;

  • Original labels remain attached;

  • Original packaging remains intact;

  • Complete wholesale quantities, packs, cartons or cases are returned where applicable;

  • The goods have not been altered or relabelled;

  • The products were not specially sourced or produced for the customer.

Approval of one return does not require us to approve similar returns in the future.

12. Deductions for Approved Business Returns

Where we voluntarily approve a change-of-mind return from a business customer, we may deduct reasonable costs incurred as a result of the return, where permitted by law and the applicable contract.

These may include:

  • Original outbound delivery charges;

  • Return shipping costs;

  • Courier charges;

  • Handling costs;

  • Inspection costs;

  • Warehouse charges;

  • Restocking costs;

  • Repacking costs;

  • Costs caused by missing packaging;

  • Reduction in value;

  • Other reasonable costs directly connected with the return.

Any applicable deduction will depend on the individual circumstances.

13. Products That Cannot Normally Be Returned

Unless the products are faulty, damaged on arrival, incorrectly supplied, short-shipped, materially not as described or another mandatory legal right applies, we may refuse returns of:

  • Used products;

  • Washed or laundered textiles;

  • Products showing signs of wear;

  • Products with stains;

  • Products with marks;

  • Products contaminated by smoke, moisture, mould, perfumes or other strong odours;

  • Products containing pet hair or other contamination;

  • Products with removed labels;

  • Products with missing packaging;

  • Incomplete wholesale packs;

  • Partial cartons or cases where the original wholesale quantity has been broken;

  • Products that have been relabelled;

  • Products that have been repriced or marked;

  • Products modified after delivery;

  • Products embroidered, printed or otherwise altered by the customer;

  • Products damaged through storage or handling;

  • Special-order products;

  • Custom products;

  • Personalised products;

  • Products sourced specifically for a customer;

  • Clearance products where expressly sold as final-sale stock;

  • Discontinued products where expressly sold as final sale.

14. Product Colours, Dimensions and Textile Variations

We aim to describe and display our products accurately.

However, the appearance of colours on a screen can vary depending on:

  • Monitor;

  • Phone;

  • Tablet;

  • Screen settings;

  • Lighting;

  • Photography;

  • Browser;

  • Device configuration.

Textile products may also have reasonable manufacturing variations between production batches.

Unless a variation is sufficiently significant to make the product faulty, materially not as described or otherwise give rise to an applicable legal remedy, minor differences in colour, texture, weave, pattern placement, measurements or finish do not automatically create a right to return goods.

If precise colour matching, dimensions or another specification is essential to your proposed use or resale, you should contact us before ordering.

15. Condition of Returned Products

Approved returns must be securely packaged and returned in the condition specified in our return authorisation.

Where applicable, returned products should include:

  • All original units;

  • Complete packs;

  • Complete cartons or cases;

  • Original product labels;

  • Original packaging;

  • Protective packaging;

  • Inserts or documentation supplied with the products;

  • Return authorisation information;

  • Order details.

Products must be packed sufficiently securely to prevent damage during return transportation.

If products arrive:

  • Damaged;

  • Incomplete;

  • Used;

  • Washed;

  • Contaminated;

  • Altered;

  • Without required packaging;

  • In an unsaleable condition;

we may refuse a voluntary business return or make an appropriate deduction where legally and contractually permitted.

16. Return Shipping Costs

For an approved business change-of-mind return, return shipping costs are normally the customer's responsibility unless HOMVIA LIMITED agrees otherwise in writing.

Where products are confirmed to be:

  • Faulty;

  • Damaged on arrival;

  • Incorrect;

  • Materially not as described;

we will determine the appropriate return arrangement and bear reasonable return costs where we are legally or contractually responsible for them.

Do not arrange an unusually expensive return method without our prior approval if you expect HOMVIA LIMITED to reimburse the cost.

We recommend using an appropriately tracked and insured shipping service for authorised returns.

Unless the return is being transported using a service arranged directly by HOMVIA LIMITED, responsibility for the returned products remains with the sender until they reach the authorised return destination, subject to applicable law.

17. Refunds, Credit Notes and Replacements

Where a return or claim has been approved, the appropriate remedy may include:

  • Refund to the original payment method;

  • Partial refund;

  • Replacement products;

  • Replacement of the affected units;

  • Credit note;

  • Store credit where agreed;

  • Price adjustment;

  • Repair where appropriate;

  • Another mutually agreed commercial solution.

For business purchases, the appropriate remedy may depend on:

  • Nature of the issue;

  • Number of products affected;

  • Product availability;

  • Whether the remaining goods can still reasonably be used or sold;

  • Cost of replacement;

  • Applicable contractual terms;

  • Applicable law.

Where a refund is issued to an electronic payment method, the time required for it to appear in the customer's account may depend on the bank, card issuer or payment provider.

18. Original Delivery Charges

Original delivery charges are not normally refundable for voluntary change-of-mind business returns.

Where a return results from confirmed:

  • Faulty goods;

  • Damaged goods;

  • Incorrect products;

  • Material misdescription;

  • Another error for which HOMVIA LIMITED is responsible;

we will consider the relevant delivery charges as part of the appropriate remedy and refund them where required by applicable law or contract.

19. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us immediately at:

sales@homvia.store

Please include your order number.

We will attempt to stop processing where reasonably possible.

Wholesale orders may be transmitted quickly to:

  • Suppliers;

  • Warehouses;

  • Fulfilment providers;

  • Picking teams;

  • Packing teams;

  • Couriers.

Therefore, cancellation cannot be guaranteed once processing has begun.

Where an order has already been dispatched, any cancellation or return will be handled according to the applicable provisions of this policy and your statutory or contractual rights.

20. Special Orders

Orders that require goods to be:

  • Specially sourced;

  • Ordered specifically from a supplier;

  • Reserved specifically for the customer;

  • Custom manufactured;

  • Customised;

  • Personalised;

  • Produced to a customer specification;

may become non-cancellable once procurement, production or preparation has begun.

We will inform the customer where special conditions apply before or during acceptance of the relevant order where appropriate.

This provision does not remove rights relating to faulty, damaged, incorrect or materially misdescribed products.

21. Refused Deliveries

If delivery is refused without valid reason, or cannot be completed because of circumstances within the customer's control, we may treat the goods as a return subject to applicable contractual terms.

Reasonable costs may be deducted from any refund or credit where legally permitted, including:

  • Outbound delivery;

  • Return delivery;

  • Courier charges;

  • Handling;

  • Storage;

  • Redelivery;

  • Other directly incurred logistics costs.

This may apply where:

  • The customer refuses a correctly supplied delivery;

  • An incorrect delivery address was provided;

  • Required delivery information was incomplete;

  • The customer failed to arrange receipt of the goods;

  • Repeated delivery attempts were unsuccessful because of customer circumstances;

  • The parcel was not collected.

This does not apply where refusal or failed delivery resulted from an error by HOMVIA LIMITED or a confirmed error by our delivery provider for which the customer is not responsible.

22. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when ordering.

Please check:

  • Recipient name;

  • Business name;

  • Street address;

  • Building or unit number;

  • Town or city;

  • Postcode;

  • Telephone number where required;

  • Delivery instructions.

If an order is delayed, returned, redirected or requires redelivery because incorrect or incomplete information was provided by the customer, reasonable additional delivery or handling costs may be charged to the customer where permitted.

Please notify us immediately if you discover an error in your delivery information.

We cannot guarantee that an address can be changed once warehouse or courier processing has begun.

23. Lost Parcels and Delivery Issues

If your order has not arrived within the expected delivery timeframe, or tracking suggests that it may have been lost, contact:

sales@homvia.store

We may investigate with the:

  • Courier;

  • Supplier;

  • Warehouse;

  • Fulfilment provider;

  • Logistics provider.

The investigation may include:

  • Tracking information;

  • Dispatch records;

  • Parcel weights;

  • Delivery scans;

  • Proof of delivery;

  • Delivery photographs;

  • GPS information supplied by the courier;

  • Courier investigation records.

Where a shipment is confirmed lost and the loss is not attributable to incorrect customer information or another circumstance for which the customer is responsible, we may provide an appropriate remedy such as:

  • Replacement;

  • Redelivery;

  • Credit note;

  • Partial refund;

  • Refund.

24. Delivery Marked as Delivered

If tracking shows that an order has been delivered but you cannot locate it, please first check, where appropriate:

  • Reception;

  • Goods-in area;

  • Loading area;

  • Mailroom;

  • Colleagues;

  • Neighbours;

  • Safe-place locations;

  • Other persons authorised to receive deliveries at the address.

If the parcel still cannot be located, contact us promptly.

We may request an investigation from the courier and may need to wait for the courier's findings before determining the appropriate remedy.

25. Partial Claims on Wholesale Orders

If only part of a wholesale order is affected by damage, shortage or a defect, any remedy may be limited to the affected products or quantities where appropriate.

For example, where 2 units in a carton of 24 units are confirmed damaged but the remaining 22 units are unaffected, we may provide an appropriate remedy relating to the 2 affected units rather than refunding the entire order.

The appropriate remedy will depend on the circumstances and applicable statutory or contractual rights.

26. Exchanges

We do not guarantee a general exchange service for wholesale orders.

Where appropriate, we may agree to replace one product with another as part of resolving:

  • An incorrect product;

  • A confirmed defect;

  • Transit damage;

  • Another approved return.

Any voluntary business exchange is subject to:

  • Stock availability;

  • Price differences;

  • Delivery costs;

  • Return costs;

  • Our prior written approval.

27. How to Request a Return, Refund or Replacement

To request a:

  • Return;

  • Refund;

  • Partial refund;

  • Replacement;

  • Credit note;

  • Order cancellation;

  • Delivery investigation;

email:

sales@homvia.store

Please provide:

  • Your full name;

  • Business name, where applicable;

  • Order number;

  • Email address used for the order;

  • Product name;

  • Quantity affected;

  • Relevant pack, carton or case quantity;

  • Description of the issue;

  • Preferred resolution, where applicable;

  • Photographs or videos if relevant.

We may request additional information where reasonably necessary to assess the claim.

Please wait for our instructions before returning any goods.

28. Refund Processing

Once a refund has been approved, we will normally issue it to the original payment method unless another method is required or agreed.

Refund processing times after we submit the refund may depend on the customer's:

  • Bank;

  • Card issuer;

  • Payment provider;

  • Payment method.

HOMVIA LIMITED does not control processing times within independent financial institutions.

If we have confirmed that a refund was issued but it has not appeared in your account, you should first contact your bank or payment provider.

If you still require assistance after doing so, contact:

sales@homvia.store

29. Fraudulent or Abusive Claims

We reserve the right to investigate claims where there are reasonable grounds to suspect:

  • Fraud;

  • Deliberate misrepresentation;

  • Altered photographs;

  • False shortage claims;

  • False non-delivery claims;

  • Deliberate damage;

  • Abuse of the return process;

  • Repeated unreasonable claims.

We may request additional evidence and may decline a claim where it is not reasonably substantiated, subject always to any rights or remedies that cannot legally be excluded.

Where appropriate, suspected fraud may be reported to payment providers, couriers, insurers, law-enforcement authorities or other relevant organisations.

30. Changes to This Policy

We may amend this Return and Refund Policy from time to time to reflect changes in:

  • Our products;

  • Wholesale ordering arrangements;

  • Warehouse arrangements;

  • Supplier arrangements;

  • Fulfilment processes;

  • Delivery providers;

  • Payment methods;

  • Applicable legislation;

  • Business operations.

The version published on our website at the time relevant to an order will apply subject to mandatory legal requirements and any specific contractual terms agreed with the customer.

31. Contact Us

For questions or requests concerning:

  • Returns;

  • Refunds;

  • Replacements;

  • Damaged products;

  • Faulty products;

  • Incorrect goods;

  • Missing quantities;

  • Delivery issues;

  • Wholesale order cancellations;

please contact:

HOMVIA LIMITED
Company number: 17395118
82 King Street
Manchester M2 4WQ
United Kingdom

Email: sales@homvia.store