Returns Policy 

Last updated: 01/02/2023

 

Returns & Exchange

We're sorry to hear you'd like to return an item. To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. 

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All items must be returned with your proof of purchase online confirmation or printed store receipt. 

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Please return your unused items for a refund or replacement within 30 days of receiving your goods. This starts from the date you take ownership of the goods. 

Items must be returned in fully resalable condition, which means being unused and in the original packaging and within 30 days of purchase. House to Haven reserves the right to refuse a refund on items deemed not to be resalable or not in original packaging.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please contact us via hello@housetohaven.co.uk with a photo of the damaged or faulty goods within 7 working days of receiving your order.

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If an item it delivered back to us damaged due to it not being packaged well for transit, House to Haven reserves the right to refuse a refund.

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If an undamaged/unused item is returned to us outside of the 30-day time frame, a credit note (valid for one year) may be issued, at the discretion of House to Haven. 
 
We will inspect the returned item and will notify you of a replacement or refund via email. We try to process returns as soon as possible once they have reached our store. However, please allow up to 10 working days from the day of receipt in our store for your returns to be processed. 
 
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via telephone or email. You will receive a Refund Email Confirmation as soon as the refund has been issued.
 
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at House to Haven discretion. 

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Items that cannot be returned

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc), door mats, candles, diffusers, wax melts or products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated within the product information on the appropriate product packaging). For hygiene reasons we cannot accept earrings and hair accessories. 

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Larger items

If you have a large / fragile item which was delivered, the goods must be in their original packaging and we will not accept the item back without it and will therefore not be able to arrange a collection via our couriers. Please note we will not refund items returned to us, using an alternative service if the items are not in the original packaging.

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Damaged & faulty goods

Please ensure that you check all items on receipt (the date you take ownership of the goods), as faulty or damaged items must be reported within 7 working days of receiving the parcel, or within 30 days should the fault develop after receipt. As per your statutory rights under The Consumer Rights Act 2015. 

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A photo of the damaged / faulty item will need to sent to us prior to any replacement or refund being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

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Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

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Please note, under the Consumer Rights Act 2015, any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.

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We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.

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To return and item to us, please use the following address: 

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House to Haven

130 High Street

Cranfield

Bedfordshire

MK43 0BS

England, UK

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Cancelling an order online

If you wish to cancel your entire order and return it to us, under The Consumer Contracts Regulations you must let us know within 14 working days of receiving your parcel. Your right to cancel an order for goods starts from the moment you place your order and ends 14 days from the day you receive your goods. 

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Please call our Customer Service team on 01234 637 305  or inform us via email at hello@housetohaven.co.uk if you wish to cancel your order. You will then need to return the entire order to us, at your own expense if you have already received it. Once we receive the order back, we will issue a full refund via your original method of payment. 
 
We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 
 
Postage charges for returned products are the full responsibility of the purchaser and are non-refundable by House to Haven. 
 
Please make sure to read all care instructions on a product page and any disclaimer on product variation due to their organic nature. ​If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible, and we will not be able to issue a replacement or a refund.

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You can read our Delivery Policy here.