Refund policy

Returns & Refunds Policy

At Haus a Home, we want you to love your new furniture. All of our sofas are made to order - manufactured specifically to your chosen fabric, colour and configuration - so please read this policy carefully before placing your order.

 

Made-to-Order Products

Because every sofa is made to your individual specifications and production begins as soon as your order is confirmed, the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply. Our sofas are exempt as goods made to the customer's specification and clearly personalised.

 

Your Cooling-Off Period

As a goodwill gesture, we offer a 7-day cooling-off period from the date of your Order Confirmation Email. During this time you may cancel your order for a full refund.

To cancel within this window, please contact us in writing with your order number at hello@hausahome.com. Refunds will be processed within 10 days of your cancellation being confirmed, to your original payment method.

After the 7-day cooling-off period, returns are subject to a £299 collection fee as set out below, except in the case of a manufacturing fault or defect.

 

Returns on Delivered Goods

As all products are made to order to your individual specifications, returns are not accepted on the basis of a change of mind within the standard 14-day statutory period. However, you may request a return after delivery subject to the following conditions:

•  A collection fee of £299 will be deducted from your refund.

•  The original delivery charge is non-refundable.

•  The product must be unused and returned in the same condition as delivered.

•  Our original delivery charge is non-refundable.

•  You have a legal obligation to take reasonable care of the product while it is in your possession. We reserve the right to deduct a usage charge from any refund if this obligation has not been met.

•  Please retain your delivery note and/or receipt as proof of purchase.

Collections take place Monday to Friday (excluding bank holidays). Refunds will be processed once the goods have been collected, inspected, and returned to our warehouse, and will be made to your original payment card within 30 days of us confirming your entitlement to a refund.

 

Faulty or Damaged Products

If your product arrives faulty or damaged, please contact our Customer Support team at hello@hausahome.com within 48 hours of delivery. We will arrange for the product to be repaired or replaced free of charge.

•  Repairs will be carried out at your delivery address using our third-party repair service.

•  If a repair or replacement is not possible, a full refund will be issued to your original payment card within 30 days of the collection date.

•  Please note that we are not obliged to offer a replacement or exchange if you have declined the offer of a repair.

 

Manufacturing Faults

All our products are covered by a 10-year frame guarantee and a 1-year manufacturer's guarantee from the date of delivery.

•  Within 30 days of delivery - if a manufacturing fault is confirmed, you are entitled to a full refund or replacement.

•  Within the first 6 months - we will repair or replace the item.

•  After 6 months - you will need to provide evidence that the fault is a manufacturing defect. If this is confirmed to our reasonable satisfaction, we will repair or replace the item.

In all cases, our third-party inspection team may need to arrange a visit to assess the fault. You may also be asked to provide photographic or video evidence to help us resolve the issue as quickly as possible.

 

Exclusions

We are unable to accept returns or offer refunds in the following circumstances:

•  Products that have been used, damaged, or not kept in reasonable condition.

•  Damage caused by accidental or deliberate misuse, neglect, or abuse.

•  Damage caused by moving house - please ensure products are properly packaged and stored when moving.

•  Ex-display and clearance items are not covered under our guarantee.

 

Order Cancellations & Amendments

To cancel or amend an order within the 7-day cooling-off period, please contact us in writing with your order number at hello@hausahome.com. Cancellations and amendments must be confirmed by the customer named on the order. After the 7-day cooling-off period, we are unable to accept cancellations or amendments as production will have begun.

 

Contact Us

For any returns, refund queries or complaints, please get in touch with our Customer Support team:

hello@hausahome.com