Last updated: 10 September 2026
At Homespiration, we want you to be satisfied with your purchase. We understand that occasionally you may change your mind, a product may not be suitable, or there may be a problem with your order.
This policy explains how cancellations, returns, refunds, damaged goods, faulty products and incorrect orders are handled.
Nothing in this policy excludes, restricts or otherwise affects your statutory rights under UK consumer law.
1. About Us
Homespiration is a trading name of ALEG Group Limited, a company registered in England and Wales.
Company name: ALEG Group Limited
Trading as: Homespiration
Company number: 17443675
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Website: www.homespiration.co.uk
Email: support@homespiration.co.uk
Telephone: 020 3432 4478
2. Your Right to Change Your Mind
If you purchase goods from us online, you will generally have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive the goods.
Once you have notified us that you wish to cancel, you must return the goods within 14 days, unless we have agreed to collect the goods from you.
To request a cancellation or return, please contact us at:
[INSERT CUSTOMER SERVICE EMAIL]
Please provide your:
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name;
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order number; and
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product you wish to return.
You do not need to provide a reason when exercising your statutory right to cancel.
We will provide you with the appropriate return instructions.
Please do not return goods to our registered office or directly to a manufacturer, supplier or distributor unless we have specifically instructed you to do so.
3. Change-of-Mind Return Costs
If you exercise your statutory right to cancel because you have changed your mind, you will be responsible for the direct cost of returning the goods to us or to the return location specified by us, except where we have expressly agreed otherwise or where the law requires us to bear those costs.
Many products sold by Homespiration, including fireplaces, electric fires, stoves and other home-improvement products, may be large, heavy, fragile or palletised and cannot reasonably be returned using ordinary postal services.
These products may require a specialist courier, pallet service or collection.
Where applicable, we will provide information before purchase about the cost of returning goods that cannot normally be returned by post, or an estimate of that cost where appropriate.
If we arrange collection of an unwanted product on your behalf, you will be responsible for the direct cost of that collection where permitted by law.
Return costs for large, heavy or palletised products can be significant. We strongly recommend reviewing the Delivery & Returns information displayed on the relevant product page before placing your order.
Return costs may vary according to the product, manufacturer, supplier, collection location, size and weight.
4. Original Delivery Charges When You Change Your Mind
Where you validly cancel your entire order under your statutory cancellation rights, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option, where required by law.
If you selected an enhanced delivery service, such as:
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express delivery;
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next-day delivery;
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timed delivery; or
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another premium delivery service,
we are not required to refund the additional amount you paid above the cost of our least expensive standard delivery option.
If standard delivery was provided free of charge, there is no original standard delivery charge to refund.
This section relates to change-of-mind cancellations. Different rules apply where goods are faulty, damaged, incorrect or not as described.
5. Condition of Change-of-Mind Returns
You may inspect goods in a way that would reasonably be permitted in a physical shop.
You are responsible for taking reasonable care of the goods while they are in your possession.
Where you handle goods beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this reduces their value, we may make an appropriate deduction from your refund where permitted by law.
Where reasonably possible, products should be returned with their:
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original packaging;
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accessories;
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components;
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manuals;
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fixings; and
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any other items supplied with the product.
The absence of original packaging does not automatically remove your statutory rights.
However, damage or a reduction in value caused by handling beyond what is reasonably necessary may result in a deduction from your refund where permitted by law.
6. Large, Heavy and Palletised Products
A number of products sold by Homespiration require specialist delivery due to their size, weight, value or fragile nature.
If your product was delivered on a pallet or using a specialist delivery service, please contact us before arranging a return.
We will provide you with the appropriate return instructions and return location.
For a change-of-mind return, where a product requires specialist collection or pallet transport, you will be responsible for the direct cost of returning the product where permitted by law and where you have been properly informed of this responsibility.
Where required, the applicable return cost or a reasonable estimate will be communicated before purchase.
Please do not arrange your own return of a large or palletised product without first contacting us.
7. Products That Cannot Be Returned Because You Changed Your Mind
The statutory right to cancel does not apply to certain categories of goods where an applicable legal exception applies.
This may include goods that are:
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made to your specifications;
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made-to-measure;
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clearly personalised; or
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otherwise covered by a statutory exception to the cancellation right.
Where a product is bespoke, personalised or manufactured specifically to your requirements and the statutory cancellation right does not apply, we will make this clear before you purchase.
This does not affect your statutory rights where a product is faulty, damaged, incorrect, not as described or otherwise does not conform to the contract.
8. Faulty, Damaged, Incorrect or Misdescribed Goods
Your rights where goods are faulty, damaged, incorrect or not as described are separate from the change-of-mind cancellation provisions above.
Goods supplied by Homespiration must comply with applicable UK consumer law, including requirements that they are:
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of satisfactory quality;
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fit for purpose; and
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as described.
If your product:
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arrives damaged;
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develops a fault;
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is not as described;
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is different from the product you ordered;
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has missing parts or components; or
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otherwise does not conform to the contract,
please contact us as soon as reasonably possible at:
[INSERT CUSTOMER SERVICE EMAIL]
Please provide your order number and details of the problem.
Where reasonably possible, we may ask you to provide photographs or videos showing the product, packaging, damage or fault. This allows us to investigate the issue and resolve it as efficiently as possible.
Depending on the circumstances and your statutory rights, you may be entitled to an appropriate remedy, which may include a:
refund, repair or replacement.
Where goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract, Homespiration will bear reasonable return or collection costs where required by law.
You will not be charged a change-of-mind return or collection fee where the reason for the return is that the goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract.
For large, heavy or palletised products, please contact us before arranging a return so that we can provide appropriate instructions or arrange collection where necessary.
9. Damage During Delivery
Because some Homespiration products may be large, heavy, fragile or palletised, we strongly recommend inspecting the goods and their packaging as soon as reasonably possible following delivery.
If you notice visible damage, we recommend that you:
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photograph the product;
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photograph the packaging;
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retain the packaging where reasonably possible; and
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contact us as soon as possible.
If the courier gives you the opportunity to record visible damage when accepting delivery, we recommend doing so.
Where reasonably possible, please do not dispose of damaged products or packaging until we have advised you of the next steps.
Failure to identify or report damage to the courier at the point of delivery does not automatically remove your statutory consumer rights.
Similarly, any request that you notify us promptly of transit damage is intended to help us investigate the issue and does not replace or restrict your statutory rights.
10. Checking Products Before Installation
Certain products sold by Homespiration may require professional or specialist installation.
Before installation begins, we strongly recommend checking that:
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the correct product has been delivered;
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the model is correct;
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the colour and finish are correct;
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the dimensions and specification are suitable;
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all required components are present; and
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there is no obvious damage.
If you believe a product is damaged, incorrect or faulty, please contact us before installation wherever reasonably possible.
Installing or using a product may affect whether it can subsequently be returned simply because you have changed your mind, particularly where installation or use has reduced the value of the product.
However, installation does not automatically remove your statutory rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
11. Professional Installation
Some products sold by Homespiration may need to be installed by an appropriately qualified, registered or competent professional.
It is the customer's responsibility to ensure that installation complies with applicable laws, regulations, manufacturer instructions and safety requirements.
You should always follow the manufacturer's installation and safety instructions supplied with the product.
Where appropriate, relevant installation requirements may also be displayed on the product page.
Nothing in this section limits your statutory rights regarding the quality or conformity of the goods supplied by Homespiration.
12. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where possible, we will attempt to stop the order before dispatch.
Some Homespiration orders may be processed or dispatched directly by manufacturers, distributors or fulfilment partners. As a result, an order may already have entered the fulfilment or delivery process before we receive your cancellation request.
If we are unable to stop dispatch, you may need to receive the goods and follow the applicable returns procedure.
This does not affect your statutory cancellation rights.
13. Refunds
Where you are entitled to a refund, the refund will normally be made using the same payment method used for the original transaction unless otherwise agreed and permitted by law.
Where you exercise your statutory right to cancel, we will process your refund within the period required by applicable law.
Where goods must be returned, we may be entitled to withhold reimbursement until:
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we receive the goods back; or
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you provide evidence that you have sent the goods back,
whichever occurs first.
Once a refund has been issued by us, your bank, card issuer or payment provider may require additional time to credit the funds to your account.
14. Exchanges
Depending on the product and availability, we may be able to offer an exchange.
If you would prefer to exchange a product, please contact us before returning it.
Any exchange offered by us does not affect your statutory rights.
15. Manufacturer Warranties and Guarantees
Certain products sold by Homespiration may be supplied with a manufacturer's warranty or guarantee.
Warranty periods, registration requirements and conditions may vary between manufacturers and products.
Where applicable, relevant manufacturer warranty information may be displayed on the product page or supplied with the product.
A manufacturer's warranty or guarantee is in addition to your statutory consumer rights and does not replace your rights against ALEG Group Limited trading as Homespiration as the retailer.
If you experience a problem with a product purchased from Homespiration, you may contact us in the first instance.
16. Different Manufacturers, Suppliers and Fulfilment Partners
Homespiration works with a range of manufacturers, distributors and fulfilment partners.
As a result, practical return arrangements may differ between products, including:
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return addresses;
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collection methods;
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pallet requirements;
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transportation methods;
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collection costs; and
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manufacturer warranty procedures.
Where a product has specific return requirements or significant return costs, relevant information will be provided on the product page or during the purchasing process where required.
The individual return policy of a manufacturer, supplier or fulfilment partner does not reduce your statutory rights when purchasing from Homespiration.
Your contract of sale is with ALEG Group Limited trading as Homespiration, unless expressly stated otherwise.
17. Return Addresses
Do not return goods to our registered office unless we specifically instruct you to do so.
Because products may be supplied and fulfilled from different locations, the appropriate return address may depend on the product you purchased.
When you contact us to arrange a return, we will provide you with the correct return address and instructions.
Please do not return a product directly to a manufacturer, supplier, distributor or warehouse unless we have instructed you to do so.
Sending a product to an incorrect address without following our return instructions may cause delays in processing your return.
18. Contact Us
To request a cancellation, return or refund, or to report damaged, faulty, incorrect or misdescribed goods, please contact:
ALEG Group Limited trading as Homespiration
128 City Road
London
United Kingdom
EC1V 2NX
Website: www.homespiration.co.uk
Email: support@homespiration.co.uk
Telephone: 020 3432 4478
Please include your order number whenever possible so that we can assist you efficiently.
19. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or otherwise affect your statutory rights.
Your rights may include those provided by the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer protection legislation.
Where there is any conflict between this policy and rights that cannot legally be excluded or restricted, your statutory rights will apply.