How to request a refund or a replacement?

Filing a Buyer Protection Claim

1. Contact the Seller: We encourage buyers to initially reach out to the seller to find an amicable resolution. To initiate a refund/dispute please visit your my account page.
2. Contact Desire Homemade: If the matter remains unresolved, email us at [email protected] within 14 days from the date of actual or expected delivery/collection date. You can also reach out to us using the contact us form located here.
3. Supply Necessary Details: Ensure to offer all essential details related to your claim, including the order number, item details, pictures/screenshots and your specific concerns.
4. Resolution: Desire Homemade will then review the claim and aims to propose a resolution within 14 working days. We may ask you for more information or evidence if needed. We will try to mediate between you and the seller and help you reach a fair resolution.

If we decide in your favour, we will issue you a full/partial refund or a replacement item, depending on our decision. If we decide in favour of the seller, we will close the case and no further action will be taken.

Depending on the case details, Desire Homemade may offer various solutions, including but not limited to:

• Refund: A full or partial refund of the purchase amount.

• Return: Instructions for returning the item to the seller for a refund or replacement.
• Mediation: Desire Homemade may mediate between you and the seller to facilitate a mutually acceptable resolution.

It’s important to note that the maximum compensation under this policy will never exceed the original amount paid by the customer for the respective item(s).

How long do I have to open a case?

You have up-to 14 days from the actual or expected delivery/collection date to open a case with us. If you open a case after this period, we may not be able to help you.

What are my rights as a buyer?

As a buyer, you have certain rights under the UK consumer law. These include:

• The right to receive your item within a reasonable time
• The right to receive your item in good condition and as described
• The right to receive a refund or a replacement if your item is faulty or not as described
• The right to cancel your order within 14 days of receiving it, unless it is a custom-made or personalised item

Our decision on any case is final and binding. Our buyer protection policy does not affect these rights and is meant to provide you with additional protection and convenience.

What are my responsibilities as a buyer?

As a buyer, you also have certain responsibilities when shopping on our website. These include:

• Providing accurate and complete information at checkout, such as your name, address, phone number, and email
• Reading the item description, photos, and reviews carefully before placing an order
• Communicating with the seller politely and respectfully
• Following the seller’s policies regarding returns, exchanges, and cancellations
• Leaving honest and fair feedback for the seller after receiving your item

Disclaimer

We reserve the right to modify or terminate our buyer protection policy at any time without prior notice. and it is your responsibility to stay informed about any revisions.

This Buyer Protection Policy is designed to protect genuine buyers from issues with their purchases. Therefore, Desire Homemade reserve the right to reject or limit any claims that we deem abusive, fraudulent, or unreasonable. Any attempt to abuse or commit fraud under this policy, including providing false information or deliberately causing damage to items, will result in the cancellation of protection and potential legal actions.

Our decision on any case is final and binding.

Anyone found manipulating or abusing our policy for undue advantage could result in restrictions being placed on their account. This may include restricted buying privileges, account suspension, or even termination.

Desire Homemade is an intermediary platform connecting buyers and sellers. While we strive to ensure the accuracy and quality of product listings, we are not responsible for the actual products or transactions between buyers and sellers. We encourage buyers to exercise due diligence before making a purchase.

Our buyer protection policy is provided as a courtesy service and does not constitute a warranty or guarantee of any kind. We are not liable for any loss or damage that may arise from your use of our website or our buyer protection policy. Desire Homemade and its sellers will not be responsible for any indirect, incidental, consequential, or special damages or losses suffered by buyers. Our liability is strictly limited to the amount paid by the customer for the relevant item(s). Buyers are urged to use discretion and judgement while making purchases.

By using our website, you agree to abide by our terms and conditions, our privacy policy, and our buyer protection policy. If you have any questions or concerns about our buyer protection policy, please contact us at [email protected].

Thank you for choosing Desire Homemade for your shopping needs. We look forward to providing you with a delightful shopping experience.