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1. Returns Policy

The terms and conditions set out in this "Returns Policy" apply to all goods purchased from Homemate, whether you buy through our website at www.homemate.com.mt, over the phone, by email or via our website chat option or otherwise.

Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between Homemate Co. Ltd and you which you accept whenever you buy goods from Homemate Online Shop. All of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.

2. Your right to cancel made to order goods

2.1 Goods that are ordered to your specifications, for example made to order kitchens and sofas cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Delivery Advice email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specifications you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they were misdescribed or are not of satisfactory quality or reasonably fit for the intended purpose and we cannot remedy the fault to your reasonable satisfaction.

3. Your right to cancel "off the shelf" goods

3.1 Where you place an order through Homemate Online Shop for standard Homemate stock products which are not made to your specifications, you can cancel your order at any time before the goods are delivered to you.

3.2 Following receipt of the goods, you can cancel your contract in respect of the goods up to 14 days from the day after the goods have been delivered by notifying us (as set out in section 10 below). This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination.

3.3 Nothing within these Terms and Conditions or the Terms of Sale affects your rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were misdescribed, or are not of satisfactory quality or reasonably fit for their intended purpose and we cannot remedy the fault to your reasonable satisfaction.

4. Completion of a purchase

Credit card payment is the only form of payment Homemate Online Shop accepts for products ordered by you through the Website. Any orders placed by you on this Website constitute a binding offer by you to conclude a purchase with Homemate. The binding purchase agreement comes into existence only when Homemate accepts your order on the Website by sending you a confirmation e-mail.
Once dispatched, delivery will be made solely to the address specified during the order. Any subsequent redirection requests are chargeable. If you are not available for the delivery we will contact you to establish another delivery appointment. Extra charges may apply for the 2nd delivery attempt.
The delivery will require a signature from someone at the address specified. This is strictly enforced for security purposes.

5. Product availability

Once Homemate Online Shop accepts your order, it will attempt to promptly fill the order subject to available inventories. Should an item not be available, we will advise you via email and recommend alternative product/s.

6. Taxes

When Homemate is required by law to collect applicable taxes relating to your order, you authorize Homemate to charge the applicable taxes to your credit card.

7. Guarantees

Under EU rules all goods have a minimum 2 year manufacturer warranty. The 2 year guarantee commences as soon as you receive your goods, and if a fault is found you must inform us as soon as possible.

8. Reservations and exceptions

Homemate reserves the right to change prices, terms, specifications and warranties for products on this Website at any time without prior notice. Homemate attempts to post accurate information, but errors may sometimes occur. Any such errors in product specifications, descriptions, and pricing will be corrected when discovered and Homemate reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted. If an error in pricing is discovered after your order has been submitted, Homemate will inform you of the error at which time you may cancel or reaffirm your order at your option.

9. How to cancel

9.1 If you wish to cancel an order please contact Homemate Online Shop by email on [email protected]. Please attach your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return.

9.2 Where you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

10. Returning your goods

10.1 You reserve the right to return your order within 14 working days from date of delivery for any reason and with no justification. You must inform us in writing by emailing [email protected] with your decision to cancel attaching the completed WITHDRAWAL FORM accessible through the link here. If you would like to return the goods yourself, you can return them to Homemate store in Mriehel. You will need to take all of the goods you are returning together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.

10.2 To arrange collection of the unwanted goods please contact Homemate Online Shop by email on [email protected]. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by a Homemate representative. A collection fee for the cost of returning the goods may apply.

10.3 You agree to return the goods in full, in a re-salable condition and Homemate also asks that you return the packaging with the goods where possible. You are responsible for the cost of returning the goods.

Exceptions for Returns

10.4 Items cannot be returned if you have started to assemble them. Returned goods must always be in original packing and in a re-saleable condition.

10.5 Items cannot be returned if these are unsealed items which are deemed not suitable for return due to health protection or hygiene reasons such as but not limited to pillows, underwear, toilet seats, linen and towels, shower seats, personal care items.

11. Taking reasonable care of the goods

11.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.

12. Conditions of Collection

12.1 Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:

12.1.1 you agree to provide Homemate Online Shop with as much detail as possible of relevant features of the delivery address (for instance, in the case of a 2 man truck delivery team collection which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;

12.1.2 you agree to ensure that there is suitable access to the chosen collection location;

12.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection;

12.1.4 if our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);

12.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned;

12.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;

12.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises;

12.1.8 if you are not personally available to undertake any of your obligations under this section, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own;

12.1.9 this section does not take away any rights you may have under law. For more information click here

13. Refunding your money

13.1 We will make all refunds to the card used for payment. You should expect to receive your refund within 7 to 10 working days.

14. Privacy

We respect your privacy. All personal information you provide us is kept confidential. We do not rent, trade, or sell your personal information. Ever. All credit card information is not processed by us by a reliable third party therefore do not store any credit card information.

15. Your consumer rights

15.1 These Terms and Conditions do not take away any statutory rights you may have. For more information click here

15.2 These Terms and Conditions are in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations. For more information click here

15.3 In the event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform