At Home Base Sales Shop, we take pride in offering high-quality home furnishings, flooring products, and decorative accessories. We want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with our straightforward returns and exchanges process.
Returns Timeframe
You may return most items within 15 days of receiving your order. Please note that all returned items must be in original, unused condition with all original packaging and tags intact.
Non-Returnable Items
For health and safety reasons, the following products cannot be returned or exchanged:
- Flooring Samples (due to their nature as small, open samples)
- Opened or used Flooring Tools & Accessories
- Personalised or custom-made items (including custom-cut tiles and flooring)
- Clearance or sale items (unless faulty)
How to Return an Item
Follow these simple steps to return an item:
- Contact our customer service team within 15 days of receiving your order at [email protected] with your order number and details about the product you would like to return.
- Wait for approval – We will respond within 2 business days with a Returns Authorisation Number and instructions.
- Package the item securely in its original packaging, including all accessories and documentation.
- Ship the item back to us at the address provided in your return authorisation email. We recommend using a tracked shipping service.
Important: Without a Returns Authorisation Number, we cannot process your return. Please do not send returns directly to our business address without prior authorisation.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is faulty or we made an error in your order. Original shipping fees are non-refundable.
Refund Processing
Once we receive and inspect your returned item:
- Refunds will be processed within 5-7 business days
- Your refund will be credited to your original payment method
- You will receive an email confirmation when your refund has been processed
- Please allow additional time for your bank or credit card company to process and post the refund to your account (typically 3-10 business days depending on your financial institution)
Exchanges
If you need to exchange an item for a different size or color, please follow the return process above. Once we receive your return, we will ship the replacement item. Alternatively, you may place a new order for the desired item while returning the original purchase.
Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and cover all associated shipping costs.
Return Address
Please do not ship returns to our business address. After receiving return authorisation, we will provide you with the appropriate returns address based on your location.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Home Base Sales Shop Customer Service Team,
I would like to request a return/exchange for an item from my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return: [Please specify reason: wrong size, damaged, not as described, etc.]
Preferred Resolution: [Refund / Exchange for [Product Name/Size/Color]]
Please provide me with a Returns Authorisation Number and instructions for returning the item.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number]Contact Us
If you have any questions about our returns and exchanges policy, please contact our customer service team at:
Email: [email protected]
We aim to respond to all enquiries within 2 business days.