Items can be returned or exchanged up to 14 days after purchase.

Items must follow the following requirements to be eligible for return:

1. Be unused and in their original condition meaning that product should have all the labels attached, packaging and tags all intact.
2. Have proof of purchase such as receipt/order reference and delivery note.
3. If customer would like to return items that require assembly, they should disassemble and package the items in their original packaging after they ensure they are still in perfect condition. Please note, if customer requests a refund and has paid for a delivery and an assembly service, the assembly and delivery service is non-refundable.
4. Bespoke and made to order furniture that was manufactured specifically for you cannot be returned.
5. Mattresses/pillows that have been opened and used cannot be returned due to health and hygiene reasons.

The consumer contracts regulations 2013 offer you the right to cancel the order of your product. If you cancel up to 48 hours before your delivery, you are entitled to a full refund including the standard delivery charge.

We will contact the customer to arrange collection of an item. If the customer is returning the entire order, we will refund any delivery charge the customer paid as well as the cost of the item(s). However, the collection cost will be deducted from the full amount to be refunded. The collection cost will be advised when the customer notifies us about the return.

Please note that postage charges issued for returning your item to us will not be refunded.

Refunds will be issued within 14 working days after we have received the item(s).

In the unfortunate circumstance that the item(s) is returned on the day of the delivery (with the same delivery van that the customer received the item(s) with). We will then contact the customer within 2-5 working days to determine whether they would like to exchange the item(s) or request a refund.

Items are eligible for exchange only if they are defective or damaged within the first 14 days period. Please send us an email at info@houseofbrands.co.uk if customer would like to replace their item(s) for the same item(s).

Please keep in mind all items will arrive flat packed for quality control purposes and ease of access. Item(s) can be assembled only if the customer has paid for an additional assembly service. If the customer has not paid for an assembly service item(s) should be expected to arrive flat packed. Customers are responsible for disposing their own packaging even if they have purchased an assembly service. Couriers are unable to remove waste as they are a commercial business, and this will be classed as commercial waste therefore, they cannot dispose of it.

In the unfortunate event the customer refuses delivery due to not reading the terms and conditions then the items will be returned, and the customer will be refunded the original amount excluding the delivery fee. However, if the item(s) purchased is classed as made to order or bespoke then the item(s) is non-refundable.

Need more help?

Contact us at info@thehouseofbrands.co.uk for questions related to refunds and returns.