Refund policy

 

Returns and cancellations

7.1 We are unable to accept returns on items that are made to order, bespoke, personalised or made to specific measurements. This includes all wallpaper (which is printed to order), all paint (which is made to order), all tiles (which are made to order), all fabric (which will have been cut specifically to your requirements), all flooring (which is made to order) and all furniture (as these pieces are created specially for you). 

7.2 When returning products, please send them to us using one of the methods detailed below.

7.3 We ask that you take reasonable care when handling the products and return them in their original, unopened, and unused condition, including the original packaging whenever possible.

7.4 Once products have been delivered, you may return them within 14 days of receipt of delivery by the following methods.

7.5 By Post or Courier:

7.5.1 You may return returnable products to us by post at your own cost and risk.

7.5.2 Please note that we are not liable for any loss or damage to any returned products in transit and as such, we recommend that you return any products through a recorded delivery service.

7.5.3 Please package the products properly and securely together to ensure that they are not damaged in transit.

7.5.4 If returned products are lost or damaged in transit, we reserve the right to charge you for (or refund any amounts attributable to) such loss or damage.

7.5.5 Please return to the following address, ensuring you include your order number as a reference: House of Hackney c/o ILG, Unit 2C + 2D Gatwick Gate, Charlwood Road, Lowfield Heath, RH11 0TG. 

7.5.6 Please obtain a certificate of posting and tracking information from your chosen delivery service as proof of postage. If sending from an address outside of the UK, clearly mark the package with "BRITISH RETURN GOODS" in the description to avoid paying unnecessary charges.

7.6 Cancellations:

7.6.1 If you need to amend or cancel your order, you may only do so by contacting us up to 24 hours after you have placed your order.

7.6.2 After 24 hours, we reserve the right to charge you for any costs we may incur in relation to your amended or cancelled order.

7.6.3 In line with the European Union 14 day cooling off period; if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item cannot be bespoke (such as wallpaper, fabric and paint) and must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If your order hasn't been dispatched, request the cancellation via the cancel option in your profile. If your order has already been dispatched, return your order following our return instructions. You will then be refunded once House of Hackney has received it.

7.7 Defective products:

7.7.1 On delivery, and before installation please check the products carefully for any possible defects. For furniture orders you will be asked to sign a delivery note that confirms you are happy with the condition of your order.

7.7.2 If you believe that any of our products may be defective or of unsatisfactory quality, please notify our Customer Services team with details and imagery at your earliest convenience, at which point we will investigate the claim. Should the goods be deemed defective at the fault of House of Hackney, Customer service will discuss a replacement of the product if available. If the product is no longer available, a return will be offered. Quality issues are to be raised prior to installation. Providing the quality issue was visible prior to installation, failure to adhere to this will mean House of Hackney is no longer liable for this claim. 

7.7.3 We ask that you take reasonable care of the products while your claim is being investigated. Please do not return any products which you believe may be defective before contacting us. Refunds in this case may not be issued.

7.7.4 If the products are confirmed defective or mis-described, we will reimburse you for reasonable return postage costs or arrange a collection.

7.7.5 If all products confirmed defective constitute the entire order or if all products were faulty or damaged, the original delivery charge will be reimbursed.

7.7.6 The term “defective products” does not cover wear and tear, neglect, abuse or misuse of your goods, loss or damage by fire, smoke, explosion, lighting, sunlight, infestation by animals or boring insects, theft or loss, or accidental damage caused by you or a third party.