Returns Policy

Last updated: 01/11/2025

Returns & Exchange
We’re sorry to hear you would like to return an item. This policy applies to all purchases made with House to Haven, whether in store or online. For the purposes of this policy, “item” refers to any product, whether digital or physical, including gift cards in digital or physical format. Your statutory rights under UK consumer law are not affected.

Please ensure you read all care instructions on a product page and any disclaimers regarding product variation due to the item’s organic nature. If an item is not cared for according to our guidelines or the manufacturer’s instructions, and the product is damaged as a result, House to Haven cannot be held responsible and will not issue a replacement or refund.

1. Eligibility for Returns
To be eligible for a return or exchange, items must be unused, in the same condition as received, and returned in their original packaging. Proof of purchase is required, either as an online order confirmation or a printed store receipt.

Digital products and e-gift cards are not eligible for return or exchange unless faulty. As these items cannot be physically returned, any faults will be assessed under your statutory rights according to the Consumer Rights Act 2015.

2. Unwanted Returns (Change of Mind)
You are required to check all items upon receipt. Any returns must be reported within 14 working days.

You may return unused, fully resalable items within 30 days from the date you take ownership of the goods. Items must be returned in their original packaging and in a condition suitable for resale. House to Haven reserves the right to refuse a refund if items are not returned in a resalable condition.

The customer is responsible for the cost of returning items unless the item is faulty or damaged. Items returned outside the 30-day period will not be eligible for a refund or replacement.

Postage charges for returned products are the responsibility of the purchaser and are non-refundable by House to Haven. We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any alternative postage service not arranged via our Customer Service Team.

3. Non-Returnable Items (Unwanted Returns)
For reasons of hygiene, safety, or product integrity, the following categories cannot be returned for change of mind (unwanted returns):

Washed or used textiles including bedding, cushions, and towels
Door mats
Candles, diffusers, and wax melts once used
Products containing non-replaceable LED bulbs where the bulb has been used beyond its recommended lifespan
Earrings and hair accessories

These exclusions apply only to unwanted returns. All items remain eligible for return if faulty.

4. Large and Fragile Items
Large or fragile items must be returned in their original packaging. House to Haven cannot accept responsibility for damage caused by inadequate packaging during return transit. We cannot arrange collection for items not returned in original packaging.

5. Faulty or Damaged Goods
You are required to check all items upon receipt. Faulty or damaged goods must be reported within 14 working days, although this does not limit your statutory right to reject faulty goods within 30 days from the date you take ownership.

Please contact hello@housetohaven.co.uk with photographic evidence of the fault or damage. If photographs cannot be provided, the item may need to be returned for inspection. If confirmed faulty, House to Haven will issue a replacement, repair, or refund. Reasonable costs for returning faulty goods will be refunded once the fault is confirmed.

If a manufacturing fault is identified within six months of receipt, the item will be repaired, replaced, or refunded as required under the Consumer Rights Act 2015, unless House to Haven can demonstrate the fault arose from misuse or normal wear and tear. House to Haven is not responsible for damage caused by normal use, misuse, or failure to follow care instructions.

6. Processing of Returns
Once a returned item is received, it will be inspected and processed. Please allow up to 10 working days from receipt at our store for completion. Refunds will be issued using the original method of payment where possible. A confirmation email will be sent once the refund has been processed. Items returned used, marked, scratched, or damaged due to insufficient packaging during return transit may not be eligible for a refund. In such cases, the item may be returned to you, or a partial credit note may be issued at House to Haven’s discretion.

To return an item, please use the following address:
House to Haven
130a High Street
Cranfield
Bedfordshire
MK43 0BS
England, UK

Cancelling an Order Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact our Customer Service Team as soon as possible. You can call 01234 637 305 or email hello@housetohaven.co.uk. We will do our best to stop the order from being dispatched. Once the cancellation is confirmed, any payment already taken will be refunded in full using your original method of payment.

You can read our Delivery Policy here.