We hope you’re satisfied with every item ordered from Oncu Home, but we understand there are occasions when you may want to return an item. This Return and Refund Policy won’t affect your statutory rights. If any part of this policy conflicts with your statutory rights, your rights will prevail and remain valid. Any defective provision will be considered unenforceable.
If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll exchange or refund it.
By original condition we mean:
You’ve kept all original packaging and labels in good condition, and the product can be resold at full price.
You haven’t used the product.
Please note that if you return products outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.
1. Cancellation Rights and Return of the Product(s)
You have the following cancellation rights when you buy online:
Your right to return or cancel products doesn’t apply to products that are made to measure or are made to your specification, that have been clearly personalised, or which by their nature can’t be returned or are likely to deteriorate or expire rapidly. This doesn’t affect your statutory rights if products are faulty or not as described.
If you wish to exercise your right of cancellation, you’re obliged to retain possession of the products and take reasonable care of them. If you’re only returning some items from your order, we’ll only refund the cost of those items.
To exercise the right to cancel, you must inform Oncu Home of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
Online orders may not be directly returned to an Oncu Home store. If you want to return products you bought from the Oncu Home website, please send us an email at info@oncuhome.co.uk and send your product to:
Oncu Home 428-432 Hertford Rd, London N9 8AA
We may make a deduction from the reimbursement for loss in value of any products supplied if the loss is the result of unnecessary handling by you. Items that have been damaged or torn in their packaging must be returned with a report by the cargo officer before they are received. Your product will be checked within 10 working days after it reaches our company and if it complies with the return conditions, your refund will proceed.
A Return Authorisation (“RA”) number is required for replacement products, returns, and refunds. To obtain an RA you must have proof of purchase. Products can’t be returned without an RA and within 90 calendar days for change of mind. All change of mind products must be returned new and unused, with all labels and stickers attached, and all product returns must include any accessories, manuals, documentation, and registration that were shipped with the product. If the accessories aren’t included, or the original packaging is damaged or absent, only a partial refund will be applied.
It’s your responsibility to ensure that the products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Unidentified returns may be returned to the sender; therefore, please ensure all details are clear and concise.
Situations where only partial refunds can be provided:
Packages that aren’t packaged as shipped to the customer and aren’t in their original condition.
Damaged items and missing parts that aren’t the result of the company’s fault.
Exceeding the time limit; any item that is returned more than 28 days after delivery.
Please note that if you return products outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.
2. Replacement of the Product(s)
Where we agree to replace a product:
A replacement for the product you ordered will be shipped to you at our expense after we’ve received your returned product (if required by us). This doesn’t apply to change of mind.
The delivery time for the replacement product will be the same as stated for the original product.
Your statutory rights but no additional guarantees (change of mind etc.) apply to all replacement products.
If a product is no longer available, we’ll offer an alternative product of similar quality.
If an individual item within a set is faulty, we’ll replace the specific item and not the entire set.
Where Customer Service has provisionally determined that a product is faulty, Customer Service will issue you with an RA. Products can’t be returned without an RA. The product should be returned to us within 90 calendar days of the RA issuance to qualify for a replacement or refund where faulty.
If the product you’ve sent to us has a small number of damaged parts (up to a maximum of 5 pieces), spare parts will be provided if you take a photo of the damaged parts in a single frame and mark the order number and the name of the damaged part, via the Web Request Form on our website: https://www.oncuhome.co.uk.
3. Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, before contacting our Customer Service, please check your bank account first. It may take some time for the refund to be officially sent, so please get in touch with the bank where you have your account.
Banks may have different rulings for depositing refunds; make sure you’re aware of these policies and contact your bank if necessary.
If you still haven’t received the refund after following all these steps, don’t hesitate to get in touch with us via info@oncuhome.co.uk.
4. Sale Items
We offer refunds for sale items since our Return Policy allows you 90 days to return or exchange an item bought online, with a valid invoice.
5. Shipping
To return your product(s), please refer to Clause 1. Cancellation Rights and Return of the Product(s) section for the procedure.
You’ll be responsible for paying for your own shipping costs for returning your item unless the item is damaged because of our error. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on your residence address, the delivery time of the product may differ.
6. Exchange
Items are subject to exchange only if they are sent to you defective or damaged. Online orders may not be directly returned to an Oncu Home store. If you want to exchange the same product you bought from the Oncu Home website, please send us an email at info@oncuhome.co.uk and send your product to:
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