Returns & Refunds

This policy sets out your rights when buying from Oveny and how to exercise them. Nothing here affects your statutory rights.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive the goods. You do not need to give a reason.

To cancel, tell us clearly before the 14 days are up: email contact@oveny.co.uk with your order number, or write to us at the address below. You may use the model cancellation form, but you do not have to.

Returning the goods

After telling us you wish to cancel, you have a further 14 days to send the goods back. Return postage is free – we arrange the collection or provide a prepaid return label, whatever the reason for the return.

Please return items complete, with all accessories, grates, covers, regulators, hoses, fixings and documentation. You may examine the goods as you would in a shop; if their value is reduced because you handled them more than was necessary, we may deduct that reduction from your refund. Items that have been assembled, fuelled and used for cooking cannot normally be returned to a saleable condition, so please inspect before you assemble.

Return method

Returns are made by carrier. Once we approve your return we either email a prepaid return label to print and attach to the parcel, or book a collection for large and palletised items. There is nothing to pay, and this applies to every approved return, not only faulty ones.

Refunds

We refund to your original payment method within 14 days of getting the goods back, or of you showing proof that you sent them. Usually it is only a few working days after your return arrives.

We also refund the standard delivery cost you paid. If you paid extra for a faster option, we refund the standard rate. There are no restocking fees.

Once we send the refund, your bank usually shows it within five to ten working days.

Faulty or damaged goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If a product is faulty you may have a right to a repair, replacement or refund. Contact us with your order number and a description of the fault and we will sort it out. Return postage on faulty goods is at our cost.

Exchanges

We replace items only where they are defective, damaged, or you received the wrong product. This is separate from your 14-day right to cancel above, which remains available for any reason.

Manufacturer warranty

Manufacturer warranties are provided by the manufacturer on their own terms and are in addition to, not instead of, your statutory rights. See our Warranty Policy.

Business details

Z HOME SERVICES LTD trading as Oveny
Registered in England and Wales, company number 17334442

Registered office and business address
Flat 8 Shaw House, Claremont Street
London, England, E16 2LP
United Kingdom
This is our registered business address and administrative office. It is not a walk-in shop or collection point.

Email
contact@oveny.co.uk

Phone
+44 7796 265757
Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time