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Ordering & Returns


Ordering


How to Place an Order

Homer Brothers is a family business based in the heart of the Black Country in the West Midlands. We pride ourselves on our old fashioned sense of customer service.

Ordering from Homer Brothers is a very easy process. You should find that the entire process, from first look to finished installation of your chosen products is both simple and rewarding. We want you to come back again!

The website may look different on small mobile devices than it does on large computer screens. This is to make it easier to use with the smaller screen size of mobile devices.

To place an order via the website you should first locate it. Products are separated into categories, which are accessible via the main menu across the top of the page. You can also make use of the search box if you know what you're looking for. If you are using a small mobile device to view the website, the menu is replaced with one more suitable for viewing on a small screen and accessible by touching the "hamburger" symbol of three horizontal bars at the top right of the screen, similar to this .

Depending how you arrive there, you will be presented with either the product you searched for or a list of products. The list can be quite long if you chose a large category but is broken down into a number of pages.

On the left of the list of products is a side panel with options available to help you to filter the list and find the right products for you. On smaller screens this panel is hidden by default and can be accessed by tapping the "Filter" button at the top of the list. On larger screens, you can access basic details about a product by clicking the "Quick View" button.

You can view full product details by clicking the product title. On the page of full product details you can also access any additional technical information we have available for that item by clicking the "Additional Information" link at the bottom of the description. Where available this contains useful information such as dimensions, weight, and so on.

To order an item you should first add it to your basket. You can do this by selecting the quantity of the product you'd like and clicking on the "Add to Basket" button. You'll find these buttons in several places, including the "Quick View". The item will remain in your basket until you either decide to purchase it or remove it.

To complete your purchase you should first view and verify the contents of your basket. On small screens you can find this at the top right of the screen, with a shopping trolley icon. On larger screens the basket is accessible at the top right of the screen with an icon of a shopping basket ad the word "Basket". The basket page is called your Shopping Cart.

If you want us to install your purchase for you, and it is something we can do for you, you'll be offered the option to select installation for each applicable product in the Shopping Cart. Each option shows a brief description and the additional cost. Place a tick next to the options you wish, to add them to your purchase.

You will also be able to select here if you wish us to take away and recycle you old appliance for you and the associated cost. We won't be able to do this for you unless this option has been selected so please check your Shopping Cart carefully before proceeding.

To complete your purchase you need to go through a checkout process. The first step is to check your postcode to ensure you fall within our service area. Please enter your postcode into the box provided and select "Check Now".

Once you've confirmed you are in our service area you will be offered a choice of delivery options. Select the option your require and choose "Update Total" to view any change to the total of your Shopping Cart.

When you're happy you've selected everything you need click on the "Proceed to Checkout" button at the bottom.

If you are already registered with us you have the option to log in, where you can use the details saved to your user account to make proceeding through the checkout more convenient. Simply log in here with the email address you used to register and the password you created at that time. Please keep your email address details updated as this is used to provide you with important information about the status of your order. If you forgot your password, click on the "Forgot your password?" link and follow the steps provided.

If this is your first purchase, below the account login box are buttons to either "Register" and create an account or to "Checkout as Guest" without creating an account.

From this point you will be guided through the checkout process, where you will be asked to provide information we need to be able to take your payment and process your order. For Billing Information please provide the address where your payment card statements are sent to or if paying with Paypal, the address associated with your Paypal account.

If you encounter any difficulties in using the website or completing the checkout process please get in touch and we'll be happy to help!

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What happens next

Firstly, thank you for your custom! We really appreciate you choosing Homer Brothers and will do our level best to ensure we provide you with the high level of customer service we provide all of our customers, whether on the highstreet or online. Please let us know if you have any concerns or questions at any point.

You will be sent an email automatically when you complete the checkout process, with the details of your order. If you created an account during checkout you will also be sent a welcome email with your account details. You can use these details at any time to view the status of your order or to update your account details.

For all larger items we will contact when we receive your order, using the details you provided at checkout, to make arrangements with you to deliver your purchase. Delivery can normally take place within 24 hours but can be arranged to suit you. If you ordered installation, the installation will normally take place at the time your purchase is delivered. The engineer will bring it with them.

Your goods will be delivered by Homer Brothers staff, in a liveried van wherever possible. They will carry photographic identification with them so please feel free to ask to see it if you have any worries, and call us to confirm it if you like too on 0845 643 9579.

Smaller items may be sent via carrier, where appropriate and where installation is not required, so we will contact you again to let you know when your goods have been dispatched. Delivery will normally be next day but should be only a few days, at most. Please check the goods carefully when they arrive and let us know of any damage immediately. We're really sorry if this has happened but rest assured that our strong reputation for customer service is well deserved and we will work quickly to rectify this for you. You must notify us of any damage within 48 hours of receipt. Read more here.

You can find much more detailed delivery and recycling information here.

We hope you will be very happy with your purchases. Thank you again for your custom. If you have any concerns please don't hesitate to get in touch.

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Pricing

All prices include VAT. No contract is created until we have accepted your order. Prices quoted are subject to availability.

If incorrect pricing has occurred, for example by typing error or error in pricing from our suppliers, we will halt processing of your order. We'll contact you immediately with the actual price of the goods. You then have the option to proceed at the updated price. The order will only proceed with your explicit authority.

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Extended Warranties

As a member of Retra, the UK’s leading trade association for independent electrical retailers and servicing organisations, we are pleased to be able to offer you an Extended Warranty on many purchases either online or in-store. Simply choose the required warranty period for products in your basket during checkout or, if you prefer, complete your purchase offline in our store on Windmill Hill, Halesowen.

An extended warranty protects you against breakdowns and gives peace of mind beyond the manufacturers warranty period, which is usually only for one or two years. Retracare Protect extended warranties last for up to 5 years and are supplied through RetraCare, a specialised arm of Retra. In the event you need a repair outside of the manufacturers warranty period and inside your chosen extended warranty period, you simply contact RetraCare, who take care of all the rest. It may even be our own service engineers who are dispatched to enact the repair for you, so you can be sure you're in good hands!

There are no hidden costs, the cover includes the cost for parts, labour and call out. There are no limits to the number of claims you can make during the extended warranty period, to the value of the original product for the duration of the cover, so you can rest easy knowing you are completely protected. If for any reason a repair is not possible then RetraCare will replace it with a product of equivalent or similar specification.

You can find out more about the Terms & Conditions of the RetraCare Protect Extended Warranties we offer in this pdf document from RetraCare. Or contact us for more information.

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Fraud Protection

We have robust security measures in place to validate orders placed through this website. All orders are checked as thoroughly as possible using the information provided.

As a result of these extra security measures, it is possible that we might need to speak to you prior to the goods being dispatched so we may put the order temporarily on hold until we do so.

These measures help us to protect you, as well as ourselves. Please don't be offended if we contact you to make additional security checks after you have placed your order.

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Accuracy of Information

Although great care is taken to ensure accuracy of information, all images, descriptions and specifications should be considered as being displayed for guidance only.

There may be variations made during manufacture which we have no way of knowing. For example, colours may vary during production runs, stands shown may differ from those supplied, remote control designs may be updated etc.

Some products may require set-up and/or assembly before use. For example TVs, DVDs and radios may require tuning. Stands may need assembly. Kitchen appliances may need to have transit bolts removed etc.

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Payments

Payment is required during the checkout process. Most major credit and debit cards and Paypal are accepted to make the payment. If you experience any problems whilst making a payment please contact us for advice.

Although payment is made when the order is placed, a contract between us is not formed until we have processed the transaction and begun the dispatch process.

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Guarantee & Extended Warranty

All products carry a manufacturers guarantee for a minimum period of one year following the date of delivery. If you would like to extend the warranty of your product please get in touch.

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Use of this Website

By browsing and using this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Homer Brothers relationship with you in relation to this website.

The term "Homer Brothers", "Homers", "us" or "we" refers to the owner of the website whose address is 105-109 Windmill Hill, Halesowen, B63 2BY. The term "you" refers to the user or viewer of our website.

The use of this website is subject to the following terms of use: The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

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Cancellation and Returns


Cancelling an order

If you wish to cancel your order you have the right to do so, providing you formally notify us of your intent to do so within 14 calendar days from the day after delivery. We aim to make it straightforward for you to do so. There are some steps you need to take and some things you need to be aware of.

Please notify us that you are cancelling the order by email to sales@homerbrothers.co.uk
Please include:

  • Your name
  • Your address
  • Your order number
  • A description of the goods you are returning
  • Please clearly state that you are cancelling the order.
  • You don't need to give any reason for cancelling but we'd appreciate it if you could.

The goods supplied must then be returned to us, at your own expense and within 14 days of your notice to cancel - Homer Brothers, 105-109 Windmill Hill, Halesowen, West Midlands, B63 2BY.

We are able to arrange for collection of the goods, if requested. Please contact us for the exact charges, which vary depending on the item.

Providing the goods are returned complete, in original condition and with all accessories (including any free gifts supplied) you will receive a refund within 14 days of the goods being received back, including the original cost of delivery.

If the returned goods are missing any factory packed accessories you will be charged for their replacement. A deduction will be made from the amount refunded for any diminished value if, when the items are returned, they show signs of use or damage. If your purchase included installation and the installation was completed, it is not refundable.

We are unable to accept cancellation if more than 14 days after the delivery date have passed.

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Faulty Goods

Occasionally faults do happen, even in brand new goods. We're sorry if your goods have developed a problem.

The good news is that if your goods are still within their manufacturers warranty period, at least 12 months, you are fully covered! Please get in touch and let us know. We'll need some details from your invoice or receipt so it's helpful to have that available.

Often, manufacturers want to resolve faults within their warranty period by themselves. We may ask you to contact them directly and supply you with the details, but can do so on your behalf if you wish. They will then make arrangements with you to resolve the issue. Please don't be offended if this is suggested, we want to resolve the issue quickly for you and this will simply be the most efficient way to do so.

If it's outside of the manufacturer's warranty period but you have taken an extended warranty, please initially contact the warranty provider who will direct you to a repair agent.

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Damaged Goods

We are very sorry if your item has arrived damaged. We know it can be frustrating. Sadly, despite our best efforts and all of their protective packaging, occasionally damage can occur in transit. Rest assured that our strong reputation for customer service is well deserved and we will work quickly to rectify this for you.

Please let us know as soon as you can. All items found damaged must be reported to us within 48 hours of delivery.

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How to Complain

Firstly - We're Sorry.

If you feel there is a problem with any of the services provided or the goods you have received, we apologise.

Please let us know using any of the means below and we will do our very best to rectify things for you.

We always aim to get things right first time but appreciate that mistakes do happen and goods may develop issues. We know it is frustrating and will work quickly to make things right for you, to the best of our ability.

If you then still wish to dispute any resolution however, and purchased the goods online, there now exists the possibility to enter into arbitration using the European Online Dispute Resolution Platform if you wish to do so.

If you are still unhappy regarding the resolution of a financial matter, further details of how to complain can be found at the Financial Conduct Authority or Financial Ombudsman.

Contact Information:

Tel: 0845 643 9579
Email: sales@homerbrothers.co.uk
Address:
Homer Brothers
105-109 Windmill Hill
Halesowen
West Midlands
B63 2BY

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