There is no obligation for MyHome to cancel an order or provide a refund for goods ordered unless the goods are unavailable. However, if a customer changes their mind and have not taken delivery of the goods, they can call MyHome and discuss the possibility of changing the order. There may be some cases where MyHome will be able to accommodate the customer.
This does not mean that the customer can’t cancel the loan, but normal policy and procedure applies and if MyHome will not cancel the purchase then the customer will need to pay Instant Finance the cash price and any applicable fees before the loan can be cancelled on Credit Plus.
A cancelled order may result in MyHome being charged a restocking or cancellation fee from their supplier. This cost may be passed on to the customer at MyHome’s discretion. The suppliers charge this fee to help absorb losses incurred when the merchandise is returned, as the merchandise can no longer be sold as brand new. This includes (but is not limited to) costs such as freight, re-packaging and re-shelving. If a customer decides to cancel their order, there may be a cancellation fee and/or restocking fee involved. The customer and branch will be notified of this charge prior to the cancellation taking place.
*Please note some products cannot be restocked/cancelled due to hygiene factors, example beds and fridges.
The conditions are as follows:
The customer will receive:
All products come with a standard manufacturer’s warranty which varies by product. MyHome will act as the customer’s agent to resolve the issue.
The customer will need to supply MyHome with a photo of the defective, faulty or incorrect products and also photos of the packaging. Any charges incurred in the return of defective, faulty, or incorrect goods will be at the cost of MyHome Ltd. If, however, on inspection the goods are found not to be in breach of the Consumer Guarantees Act (CGA), MyHome Ltd may charge the customer a fee for examining the goods and any cost incurred in returning those goods to MyHome Ltd.
Please note that on inspection the customer may be asked to explain and or demonstrate the problem with the goods or how the damage occurred to establish manufacturer delivery fault or not.
Under the Consumer Guarantees Act 1993 (CGA) the customer has legal rights for goods (and services) they buy. These are “Consumer Guarantees” and include the following:
A guarantee that the purchased goods are of acceptable quality. That they are:
Major failures are where the goods sold cannot be repaired or repaired within a reasonable time, or where the failure constitutes a “failure of substantial character” as set out by section 21 of the CGA.
If this happens the customer is entitled as a consumer to return the goods and choose to have a replacement of the returned goods or a refund of the purchase price.
If the customer chooses replacement, MyHome will, wherever possible, provide goods of the same type and similar value to the returned goods.
Any charges incurred in the return of defective, faulty or incorrect goods will be at the cost of MyHome Ltd. If, however, on inspection the goods are found not to be in breach of the CGA, MyHome Ltd may charge you a fee for examining the goods and any cost incurred in returning those goods to MyHome Ltd.
Please note that on inspection you may be asked to explain and or demonstrate that the problem with the goods was not your fault.
All refunds are issued at the discretion of MyHome Ltd.
Refunds will normally be processed within 5 working days of agreement to refund.
