Returns and Refunds Policy
Last updated: May 2026
1. Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your item, without giving any reason.
To exercise this right, you must inform us of your decision to cancel by contacting:
contact@bnewhome.com
You then have a further 14 calendar days from the date you notify us to return the item to us.
Condition of returned items: The item must be returned unused, in its original packaging, and in the same condition in which it was received. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the item. Where this applies, we reserve the right to deduct the corresponding amount from your refund.
Return shipping costs for cancellations under this right are the customer's responsibility, unless the item is faulty, damaged, or incorrect (see Section 2 below).
Exemptions: In accordance with the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are sealed for health, hygiene, or personal care reasons if the seal has been broken after delivery. Where applicable, this will be clearly stated on the relevant product page.
2. Faulty, Damaged, or Incorrect Items
Separately from the above, and in accordance with the Consumer Rights Act 2015, you may request a repair, replacement, or refund if the item you received is:
- faulty or defective;
- damaged in transit;
- different from what you ordered.
In these cases, please contact us at contact@bnewhome.com with your order number and, where possible, photographic evidence of the issue. We will cover the cost of return shipping where the fault lies with us.
3. Refunds
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original method of payment within 14 calendar days of receiving the returned item, or of receiving evidence that the item has been sent back, whichever is earlier.
4. Exchanges and Store Credit
Where a return does not fall under your statutory right to cancel or under Section 2 above, we may, at our discretion, offer an exchange or store credit in place of a refund.
Contact us:
contact@bnewhome.com