Terms & Conditions

These Terms & Conditions form the contract between you and Halcyon Home Solutions Limited. By placing an order or using our website, you agree to be bound by them. These terms are designed to be fair, transparent, and compliant with UK consumer law.

Our Contract With You

Your order is an offer to purchase Goods from us. A contract is formed when we accept and dispatch your order. We reserve the right to refuse or cancel orders prior to dispatch.

We may decline delivery where access, safety, or site conditions are unsuitable for safe unloading.

Delivery Conditions & Customer Responsibility

It is your responsibility to ensure:

• The delivery location has suitable access for large commercial vehicles (up to 26 tonnes)
• There is adequate space for safe unloading
• The site is safe and accessible for kerbside delivery
• Any restrictions are clearly declared before delivery

Failure to meet these requirements may result in delivery failure, delay, or additional charges.

Failed Delivery / Cancellation After Dispatch

Where delivery is attempted but cannot be completed due to circumstances at the delivery location (including but not limited to insufficient access, lack of unloading space, unsafe conditions, or customer refusal), the delivery will be classed as a failed delivery.

In such cases, we incur significant operational costs including (but not limited to):

• Vehicle allocation and transport costs
• Driver time and wages
• Fuel and mileage
• Loading and unloading at our warehouse
• Administrative and scheduling costs
• Return transport and handling
• Restocking and warehouse processing

Failed Delivery Charge

To reflect these costs, we apply a fixed 30% failed delivery and return charge of the order value.

This charge is a reasonable pre-estimate of our losses and operational costs incurred in the event of a failed delivery and is not a penalty.

This charge applies whether goods are returned to us, re-delivered, or the order is cancelled after dispatch.

Returns & Refunds (Consumers)

Consumers have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where a valid cancellation occurs after dispatch or after delivery failure, refunds will be processed in accordance with those regulations.

Where a failed delivery has occurred due to customer-related circumstances, the 30% failed delivery charge will be deducted from any refund to cover actual costs incurred.

Goods must be returned in a resellable condition where applicable.

Delivery Risk

Goods remain at your risk once dispatched. We are not liable for delays caused by access restrictions, unsafe site conditions, or failure to meet delivery requirements.

Returns (Non-Faulty Goods)

Returns of non-faulty goods are accepted at our discretion. Where accepted:

• Goods must be in resellable condition
• Goods must be securely packaged
• The customer is responsible for return transport costs
• A restocking / handling fee may apply

Limitation of Charges

All charges (including failed delivery charges) are designed to reflect genuine and reasonable business costs incurred in fulfilling or attempting to fulfil your order.

We do not impose any charge intended to act as a penalty.

Governing Law

These Terms are governed by the laws of England and Wales.

Halcyon Home Solutions Ltd
Registered Company Number: 10753579