Dispute Resolution
What to do when an order doesn't go to plan — and how HSC steps in if you and the seller can't agree.
Raising an issue
Open the order under Purchases and choose Raise an issue. You can report that an item didn't arrive, isn't as described, or arrived damaged. You can also request a change-of-mind return, though only where the seller accepts them.
Add as much detail and photographic evidence as you can — it's what the seller, and if needed our team, will use to decide.
How long you have
The window runs from delivery and depends on what you bought:
- · 30 days — Shop and Motors
- · 14 days — Digital and Services
- · 7 days — Events
Once the window closes the order can no longer be disputed, so raise anything you're unsure about early.
The seller has 48 hours
As soon as you raise an issue the seller is notified and has 48 hours to do one of three things: refund you in full, offer a return, or decline and explain why.
If they accept, your refund is processed straight away. If they don't respond within 48 hours, the case comes to us automatically.
If a return is offered
You'll get a return address. Send the item back and add your tracking number so both sides can follow it. Once the seller confirms it's arrived, your refund is released.
Where the fault lies with the item — not as described, damaged, or never delivered — the seller covers return postage. For change-of-mind returns, you do.
When HSC reviews the case
If the seller declines, or lets the 48 hours pass, the dispute is escalated to our team. We look at the order, the messages and the evidence from both sides, then resolve it one of three ways: refund you in full, release the payment to the seller, or split it where that's the fairest outcome.
Your money while this happens
The seller is not paid out while a dispute is open. Payment stays held from the moment you raise an issue until the case is resolved, so there is never a situation where the money has already gone and can't be returned.
About Buyer Protection →Still need help?
If something about your case doesn't look right, contact us at support@homeshoppingcentre.com with your order number. For safety concerns, use Trust & Safety instead.