Refund policy

Returns & Refund Policy

House of Essentials
Website: https://houseofessentials.uk/

At House of Essentials, customer satisfaction is important to us. We want you to shop with confidence and enjoy a smooth, transparent shopping experience.

1. Returns & Cancellation

For most online purchases, UK customers have the legal right to cancel their order within 14 days of receiving their items, without giving a reason.

To exercise your cancellation right, please contact us within this period. You then have a further 14 days to return the items.

Items should be returned in good condition, preferably with their original packaging and tags. You may inspect and try on clothing as you would in a shop, but excessive handling that reduces its value may result in a deduction from your refund.

2. How to Request a Return

To request a return, please email:

houseofessentialsuk@gmail.com

Include:

Your order number
Your Full Name
The item(s) you wish to return
The reason for return (optional for statutory cancellations)
Photos if the item is damaged, faulty or incorrect

Our customer support team will provide return instructions and the appropriate return address.

Please do not send items back without obtaining the return address.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Under UK consumer law, you have statutory rights regarding faulty or mis-described goods, including a short-term right to reject qualifying faulty goods within 30 days of delivery.

Where required by law, we will provide an appropriate refund, repair or replacement and cover reasonable return costs.

4. Refunds

Once we receive your returned items, or evidence of their return where applicable, we will process eligible refunds.

For cancellations under the statutory 14-day cooling-off period, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Refunds will be made to your original payment method unless otherwise agreed.

For statutory cancellations, we will also refund the standard outbound delivery charge, where applicable. Additional charges for premium or express delivery are generally non-refundable.

5. Return Shipping Costs

For change-of-mind returns, customers may be responsible for return postage costs where this has been communicated before purchase.

For faulty, damaged or incorrect items, we will cover reasonable return shipping costs where required by UK consumer law.

6. Exchanges

If you would like a different size or colour, please contact our customer support team.

Exchanges are subject to stock availability. Your statutory cancellation and consumer rights remain unaffected.

7. Non-Returnable Items

Certain products may be exempt from change-of-mind cancellation rights under applicable law, including personalised products and qualifying sealed hygiene-sensitive items once unsealed.

These exceptions do not affect your rights if goods are faulty or not as described.