Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase. If something goes wrong or you change your mind, here’s how our returns work:

1. Your Right to Cancel (Change of Mind)

You have a legal right to cancel your order under the Consumer Contracts Regulations 2013.

• • You have 14 days from the date you receive your order to notify us that you wish to cancel.

  • After you notify us, you have another 14 days to return the item(s).
    

To start a return, please visit our Return Portal and follow the instructions.

Return Costs

If you cancel because you’ve changed your mind:

• You are responsible for arranging and paying for the return shipment.

• We recommend using a tracked and insured service, as you are responsible for the item until it reaches us.

Refunds for Cancelled Orders

We will refund:

• The price you paid for the item(s); and

• The standard delivery cost (if any), but not any optional express or upgraded shipping costs.

We will refund you within 5–7 business days, and in any event no later than 14 days from approval, as required by law.

Returned goods must be in their original condition (unused and in original packaging) unless reasonable handling was necessary to inspect them.

2. Faulty, Damaged, or Incorrect Items

Please inspect your order upon reception and contact us if the item is defective, damaged, or if you receive the wrong item.

You have legal rights under the Consumer Rights Act 2015 if your item is faulty, damaged, or not as described.

• If the item is faulty or incorrect, please notify us within 30 days of receipt for a full refund or replacement.

• The requirement for items to be in their original condition (unused, with tags, and in original packaging) does not apply to goods returned because they are faulty or defective. Returns made under your statutory consumer rights will be accepted even if the item has been opened or used for reasonable inspection and testing.

• We will cover all postage or collection costs for faulty, damaged, or misdescribed items.

If a defect emerges after 30 days (within six months of delivery), we may offer a repair or replacement in the first instance, in accordance with your statutory rights.

This applies only to defects of manufacture or origin. We do not cover damage caused by misuse, normal wear and tear, or accidents after delivery.

Refund Method

Refunds will be made to your original payment method.
We will refund you within 5–7 business days, and in any event no later than 14 days from approval, as required by law.

How to Start a Return

You can initiate a return in one of two ways:

1. Use our online Return Portal (recommended), or

2. Email support@whatahost.co.uk. We’ll guide you through the process to complete the return request through the Portal.

3. Return instructions

We strongly encourage use of the portal; returns otherwise may take longer or may not be processed as quickly.

• For change of mind/cancellation returns:
  You are responsible for arranging and paying for return shipping. Please use any carrier of your choice and send the parcel to:

  What a Host Home
  270–276 York Way
  London
  N7 9PQ

• For faulty or defective items:
  

  Please do not ship the item directly to the address above. Once you initiate your return through the portal, our team will contact you to confirm the next step based on your preferred solution:

  • We can arrange a free collection, or

  • Email you a Royal Mail return label and instructions so you can drop the parcel off at your nearest Post Office.

4. Contact us

If you’re having issues initiating a return or have questions about our policy, please contact us at support@whatahost.co.uk.