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The fine print · Folio iv

When we owe
you a refund.

A short policy that explains when money goes back, in what timeframe, and how the twelve-month workmanship promise usually means we'd rather come back than refund you.

A small note

"We've issued seven refunds in seven years. We'd rather make it right."

The principle

We'd rather come back and fix something than refund you and have you live with a result you weren't happy with. So our default offer is always a return visit at no cost. Refunds happen when a return visit isn't appropriate — for example, when you've already used a different installer, or when the work simply couldn't be done at all.

Cancelling before the visit

If you cancel a booking more than 48 hours before the visit, any deposit you paid is refunded in full within five working days.

If you cancel inside 48 hours, a small £35 administrative charge covers the reserved time, and the rest of any deposit is refunded.

If we cancel a visit for any reason — illness, road closure, supply problem — any deposit you paid is refunded in full within five working days, and you keep priority on the next available slot.

Cancelling at the door

Occasionally a visit reveals that the install we agreed to can't be done as planned — a hidden structural element, a wall that won't take an anchor, a TV that turns out to be much larger than was described. In those cases:

  • If the work can be re-scoped on the spot, we offer you the revised flat figure and you can accept or decline.
  • If you decline, a £45 visit fee covers our travel and time, and any other money you paid is refunded.
  • If the situation was caused by something we should have spotted from your photo or initial note, there is no visit fee, and we refund in full.

After the install

If you're not happy with the finished install, the first thing we ask is: would a return visit fix it? Most things — a small adjustment to the angle, a re-routing of a visible cable, a re-positioning by a few inches — we'd rather come back and put right. The return visit is always free inside the twelve-month workmanship window.

If a return visit isn't appropriate, or it doesn't fix the issue, we'll refund a fair portion of the invoice. We agree the figure with you in writing first, and we send the money back within ten working days.

How we send the money back

Refunds are paid by the same method you used to pay us:

  • Card payments are reversed through our payment processor; you'll usually see the money back in three to five working days.
  • Bank transfers are returned to the originating account inside two working days.
  • Cheques are returned by post if not yet banked, or refunded by bank transfer if they were.

When refunds don't apply

The refund policy doesn't cover:

  • Damage to the TV caused after the install by movement of the building or third parties.
  • Failures of the TV itself or of a bracket you supplied that fails on its own warranty.
  • Re-decoration of walls (we leave anchor patches ready for paint, but we don't paint).
  • Cosmetic preferences you didn't mention before the install began.

If we disagree

If we can't agree on a fair refund figure between us, we'd encourage you to use the dispute resolution service of your local trading standards office. We'll always go to that route before defaulting to a court — quieter, fairer, faster for both of us.

Starting a refund

Write to studio@homemount.online with your invoice number and a short description of what's gone wrong. We reply within two working days. Where possible, we'll suggest a return visit first; where a refund is the right answer, we'll start it that day.