Terms & Conditions
These terms apply to consumer purchases from RZHomestore. Please read them before ordering and retain a copy.
1. Our business
RZHomestore is a trading name of RZ Enterprise Ltd, registered in England and Wales, company number 08643002, incorporated on 8 August 2013.
Registered office and postal correspondence: 56 St James Road, Carshalton, Surrey, SM5 2DU, United Kingdom.
VAT registration number: GB184832580.
Email: info@rzhomestore.com.
Telephone / WhatsApp: 07863 979879.
Customer service hours: Monday–Friday, 10am–5pm; Saturday, 10am–1pm, UK time. Please contact us for parcel-return instructions.
2. Ordering and payment
Add products to your basket, check quantities and descriptions, enter your contact and delivery details, and select an available delivery and payment method. You can correct your details before submitting your order. Orders and these terms are in English.
Your order is an offer to buy. An automated acknowledgement confirms receipt only. We accept your order when we expressly confirm acceptance by email, including an order invoice confirming acceptance, or dispatch the goods, whichever happens first.
Prices are in pounds sterling and include applicable VAT. Delivery charges are shown before purchase. We accept the payment methods displayed at checkout; bank transfer may be arranged with us.
If we identify an error or cannot fulfil an order before acceptance, we will contact you. We will not substitute goods or increase the agreed price without your agreement. Payments for orders we cannot accept will be refunded promptly.
3. Delivery
Standard UK delivery normally takes 3–5 working days. Available services, destination restrictions and charges are shown at checkout. The dispatch cutoff is 3:30pm; this does not guarantee same-day dispatch or next-day delivery.
For qualifying orders advertised with free delivery, there is no separate standard delivery charge. Our selling prices take account of postage, packaging and other business costs. We do not retrospectively deduct hidden outbound postage from statutory cancellation refunds.
Any applicable delivery surcharge must be disclosed and agreed before purchase. Unless another delivery period is agreed, goods will be delivered within 30 days. Contact us about missing or delayed parcels; we remain responsible for resolving delivery problems and providing remedies required by law.
Risk normally passes when you or your nominated recipient receives the goods. Different rules apply if you independently appoint a carrier we did not offer. Ownership passes once we have received full payment and the goods have been delivered.
4. Changing your mind
For most online purchases, you may cancel without giving a reason until 14 days after the day you receive the goods. For an order delivered separately, the period normally runs from receipt of the last item. Send us a clear cancellation statement by email, post or another communication method. You may use the form below, but it is optional.
Send goods back within 14 days after notifying us. You pay the direct cost of a change-of-mind return where this was disclosed before purchase. For items that cannot normally be returned by post, the return cost or a reasonable estimate must be disclosed before purchase; where required information was not provided, we bear that cost.
We do not offer an additional change-of-mind period unless expressly stated. Faulty-goods rights are separate.
5. Refunds and condition of returns
On cancellation of a whole order, we refund the purchase price and the least expensive standard outbound delivery charge offered. The extra cost of a premium delivery service is not refundable under change-of-mind cancellation.
No automatic restocking fee applies. Where legally permitted, we may deduct an actual loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Reasonable inspection is allowed. Any deduction will be explained and supported by evidence.
Cancellation refunds are made without undue delay and within 14 days of notice. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence of their return, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
6. Cancellation exceptions
Legal exceptions can include personalised or made-to-specification goods, rapidly perishable goods, and sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed. Applicable exceptions will be identified before purchase. Opening ordinary product packaging does not automatically remove cancellation rights. Faulty-goods rights remain.
7. Faulty, damaged or incorrect goods
Goods must match their description, be of satisfactory quality and be fit for their applicable purpose. Please report delivery damage or incorrect goods promptly, preferably within 48 hours. This is a request to help investigation, not a deadline that removes your rights.
You normally have a 30-day short-term right to reject faulty goods. After that, repair or replacement is usually the first remedy, subject to the rules on impossibility and disproportionate cost. It must be free, completed within a reasonable time and without significant inconvenience. If the legal conditions are met, you may obtain a price reduction or reject the goods instead.
We bear reasonable return costs for valid statutory faulty-goods claims. Fault refunds are provided within 14 days after we agree entitlement. We are not responsible for faults caused by misuse, accidental damage or ordinary wear and tear.
8. Returns and assessment procedure
Please provide your order number or other reasonable proof of purchase. For faults, describe the problem and when it appeared; photographs or video can help where reasonably available. A return reference helps identify your parcel but is not a condition of statutory rights. Do not delay a cancellation notice while waiting for our reply.
Return the goods supplied by us with their relevant accessories. Package them securely and retain proof of posting. Original packaging is helpful but is not generally compulsory. Contact us before posting damaged batteries or other potentially hazardous goods.
We may check identity, serial numbers, condition and the reported fault against our records, and arrange appropriate testing. Failure to reproduce an intermittent fault once does not automatically defeat a claim. We will explain disputed findings. No automatic inspection fee applies; optional paid services require separate agreement. Assessments will respect statutory deadlines.
9. Manufacturers and warranties
We resell products from other manufacturers as well as any own-brand goods. Manufacturer warranties are additional to your rights against us. You may choose manufacturer support, but we will not require you to pursue the manufacturer instead of a valid statutory claim against us.
Prior use does not automatically exclude a fault claim. For repair, replacement, price reduction or final rejection, faults appearing within six months are generally presumed present at delivery unless we establish otherwise or the presumption is incompatible with the circumstances. After six months, you generally need to establish an underlying fault at delivery. These rules do not create a fixed product lifespan.
10. Warehouse Clearance
Listings will identify relevant condition, known defects, packaging damage or missing accessories. A defect specifically disclosed before purchase may affect a claim about that defect; unrelated faults and other statutory rights remain covered. Clearance pricing does not mean “no returns”.
11. Complaints, liability and these terms
Send complaints to our email or postal address above, with your order details and the outcome sought. We will investigate and explain our response.
Nothing excludes liability that cannot legally be excluded, including fraud and death or personal injury caused by negligence. Your statutory rights are not restricted by these terms.
Our Privacy Policy explains our handling of personal information. Updated terms apply prospectively; existing orders retain the terms and any additional return rights applicable when ordered.
English law applies, without depriving consumers of mandatory protections applicable where they live. Consumers may bring proceedings in any court available to them under applicable law. If a provision is unenforceable, the remaining terms continue so far as legally possible.
12. Optional cancellation form
To: RZ Enterprise Ltd, trading as RZHomestore, 56 St James Road, Carshalton, Surrey, SM5 2DU; email: info@rzhomestore.com.
I/We give notice that I/We cancel my/our contract for the following goods:
- Goods:
- Order number, if available:
- Ordered on / received on:
- Customer name:
- Customer address:
- Date:
- Signature, only if submitted on paper: