CANCELLATION AND UNWANTED ITEMS
We want you to be happy with your purchase. *For online orders you have 14 days from the date you receive your order to advise us if you wish to return anything, you then have a further 14 days to actually send the goods back from the date you have informed us.
To cancel any order please let us know by email at help@hauslondon.com
*This policy excludes special orders or bespoke and made to order items which have been ordered to your specification from available options, or that we do not normally hold in stock, or that have been made to order by the manufacturer. These products are considered bespoke in accordance with your rights.
Bespoke orders include all upholstery, most furniture (if it is not a standard stock item) and many other items listed on this website, this is usually indicated by a lead time shown in the product description of more than 2 weeks or a made to order icon on the product page. These items are not returnable as they are made specially for you in the combination of options you choose. If you are unsure as to whether an item is returnable please contact us before making your purchase.
All bespoke orders will be placed with the manufacturer as soon as your order is received.
Orders placed in any physical Haus store for goods available for collection at the time of purchase or available in store to view (for later collection or delivery) are excluded from our online returns policy and different Consumer Rights apply. We may accept returns at our discretion for a credit note or exchange within 14 days.
Orders placed in any physical Haus store for goods not available at the time of order and not on current display in store will be treated the same as online orders.
Overseas orders, Trade sales and business to business sales are excluded from the above policy and returns are at our discretion (and are not covered by UK Consumer Rights law). Usually trade orders cannot be exchanged or returned.
For hygiene reasons we do not accept return of bed covers / linen / cushions or rugs unless unused and in original and packaging. Please check such items are suitable before fully opening.
Your statutory rights are not affected under 2014 the Consumer Contracts Regulations.
RETURNS
The cost of returning unwanted goods is your responsibility. We advise that goods should be returned by trackable delivery method and insured for their full retail value. You are responsible for them until we have received and checked them.
All returns must be boxed, sealed and labelled with the name and address below (no loose items). Please enclose a note of your order number with your returned goods (this is shown on your order confirmation email and delivery note).
Goods should be returned to the following address:
HAUS 'Returns'
Big Yellow Storage Co
400 Wick Lane
London
E3 2JG
Please ensure returned goods are suitably packed for transport. Do not write on, attach tape or labels to the product retail packaging itself as this will render the item unsaleable.
For any goods which are large, awkward, valuable or fragile it may be advisable to use a specialist transporter to collect the items you are returning.
You can request that we collect goods on your behalf, in which case we will inform you of the cost and either request payment in advance or deduct this cost from your refund. You would remain responsible for the goods in transit until we have checked them after arrival to us (as if you had sent them back yourself) as we are unable to check goods upon collection.
When returning goods from overseas you should ensure you fill in customs declarations correctly showing the items as 'returns' and elect to pay any duty/tariffs. If we are charged duty/tariffs on your return items we may refuse the delivery or deduct these charges from your refund.
CONDITION
All goods must be returned in new, unused and original undamaged condition, complete with all original and undamaged packaging and instructions. New and unused means that there are no marks on the item or signs of any wear. Items that require assembly such as flat packed furniture should not have been assembled either partially or fully. Electrical items must not have been fitted or connected to a power supply. It is ok to remove an item from its packing in order to inspect it however it would not usually be necessary to open packets of loose fixings (for example). If you wish to return the item it must be carefully returned to packaging so that it is in re-saleable condition.
We reserve the right to make a deduction from any refund or not to accept an item with any indication it has been used or if it is damaged. You will have the option to request goods be returned back to you, in which case we will charge for redelivery.
REFUND
We will refund the basic delivery cost (if applicable), but not added delivery costs such as weekend delivery, overseas delivery or large item delivery or tariffs or duties charged at destination. We will reimburse you within 14 days of a return of goods to us (goods having been checked). If we have arranged pick up of the goods we will deduct the cost from the refund. If requested you must provide proof of purchase (if you do not have this and we are able to track your order, we may at our discretion still refund you, but we may ask you for proof of your identity and address). If you paid by credit or debit card we will only make a refund to the same card. Please note that all transactions are in Pounds Sterling. If you make payment by exchange of currency and are later refunded there maybe a difference in the amount you receive back due to currency fluctuations and your bank may make charges. This is beyond our control and we will only return the same amount we originally charged in Pounds Sterling.