Profoam - BBQ & Grill Cleaner | Fresh Lemon

Delivery Included for Mainland UK Orders

Delivery is included in the displayed product price for mainland UK orders. No additional delivery charge is added at checkout.

Delivery Timeframes

All items: delivered within 5-10 working days of your order being placed.

Order processing: All orders are processed and dispatched within 1-2 working days of payment confirmation. This time is included in the 5-10 working days above. You will receive a dispatch confirmation email with tracking details once your order is on its way.

Large & Oversized Items
Furniture, large garden structures, and fitness equipment are 
delivered via specialist courier.
- You will be contacted within 24 hours of dispatch to arrange 
  a delivery window.
- Two-person delivery is available on heavy items — email 
  customer.care@homesplex.com before ordering if required.

Scottish Highlands, Northern Ireland, Isle of Man & Channel Islands
Additional surcharges may apply. Any applicable charge will also 
be noted on the relevant product page. Please contact us before 
ordering at customer.care@homesplex.com for a delivery quote.

Large and Bulky Item Returns

We want you to be completely satisfied with your purchase. Here is how returns work for large items:

• Cancellation and return window: you can cancel within 30 days of delivery . Faulty goods can be rejected within 30 days of delivery
• Condition: Items should be unused, in original packaging, and in resalable condition
• How to start a return: Contact us at customer.care@homesplex.com within 30 days of delivery with your order number and reason for return
• Return shipping: For large and bulky items (furniture, gazebos, AC units), return shipping costs are the responsibility of the customer unless the item is faulty, damaged on arrival or not as described
• Faulty or damaged items: Please contact us as soon as possible, ideally within 48 hours of delivery with photos, and we will arrange a replacement or full refund at no cost to you. This does not limit your legal rights
• Refund processing: Refunds are issued to the original payment method within 14 days of receiving the returned item
• Questions?  Email customer.care@homesplex.com — we respond within one business day.

Our Returns & Refund  Policy

You can cancel your order for any reason within 30 days of the day you receive your goods, and you then have a further 14 days to send them back to us. If your goods are faulty, you can reject them for a full refund within 30 days of delivery.

How to Return an Item

1. Email customer.care@homesplex.com or call 03330 904 195 within 30 days of receiving your order, with your order number and the items you want to return.
2. We will respond within 2 working days with return instructions.
3. You then have 14 days from telling us to return the goods. Repackage the item carefully in its original packaging where possible.
4. Send via a tracked delivery service and retain your proof of postage.
5. We will refund you within 14 days of receiving the goods back (or of receiving proof that you have sent them, if earlier).

Conditions for Returns

• Items should be unused, in their original condition and packaging, and you must take reasonable care of them until they reach us.
• We may reduce your refund if the goods have been used or handled beyond what is needed to inspect them and their value has fallen as a result.
• Return postage costs are the customer's responsibility unless the item is faulty, not as described, or we sent the wrong item.
• Made-to-order, made-to-measure or personalised items cannot be returned unless faulty. Sealed items that are unsuitable for return for health or hygiene reasons cannot be returned once unsealed.
• No restocking fees are charged on any return.

Large & Heavy Items

For large items such as furniture, fitness equipment, garden structures and massage chairs, please contact us at customer.care@homesplex.com before attempting to return. Due to the size and weight of these products:

• We will arrange a specialist collection service on your behalf
• Items should be disassembled and repackaged in their original packaging before collection
• Collection is free of charge for faulty or incorrectly supplied items
• For unwanted large items, a collection charge may apply — we will confirm this before proceeding and you are under no obligation to proceed

Faulty or Damaged Items

Please inspect your goods on delivery. If anything is damaged, faulty or not what you ordered, contact us at customer.care@homesplex.com as soon as possible — ideally within 48 hours of delivery, with your order number and clear photographs — so that we can resolve it quickly. This is to help us act promptly and does not limit your legal rights.

You can reject faulty goods for a full refund within 30 days of delivery. After that, you may be entitled to a repair, replacement or partial refund, and your rights under the Consumer Rights Act 2015 continue for up to 6 years (5 years in Scotland). We arrange and pay for the collection of faulty goods.

Refunds

Refunds are issued to your original payment method, and include standard delivery charges. Please allow a few working days for the refund to appear in your account after we have processed it; card refund times may vary depending on your bank or card provider.

Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us immediately at customer.care@homesplex.com or call 03330 904 195. If the order has already left our warehouse, our standard return process will apply.

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Questions?

Email us at customer.care@homesplex.com or call 03330 904 195 — we're happy to help.