Refund policy
Thank you for shopping at House of Rose. We value your custom and want to ensure you have a transparent experience when purchasing from us. As a UK-based sole trader, our return and refund policies are fully compliant with the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
Under UK law, if you purchase goods online, over the phone, or via mail order, you have a statutory right to change your mind and cancel your order.
• Cancellation Window: You have 14 days from the day you receive physical possession of the goods to notify us of your decision to cancel.
• Return Deadline: Once you have notified us, you have a further 14 days to send the items back to our return address.
• Condition: Items must be returned in their original packaging, unused, and in the same re-sellable condition in which they were received.
3. Change of Mind Returns (In-Person / Physical Sales)
For goods purchased online, we voluntarily offer an exchange / credit note / refund] within 14/30 days of purchase, provided the item is unused, in its original packaging, and accompanied by a valid receipt.
4. Faulty, Damaged, or Incorrect Goods
If any item you receive is faulty, damaged, or not as described at the time of sale, your statutory consumer rights apply:
• Within 30 Days: You are entitled to an immediate full refund if you reject the item due to a manufacturing defect or damage.
5. Return Shipping Costs
• For Faulty Goods: We will cover or reimburse all reasonable return postage and shipping charges
• For Change of Mind: The customer is responsible for paying the direct cost of returning the goods. We strongly recommend using a tracked shipping service, as we cannot issue refunds for items lost or damaged in transit back to us.
6. Exemptions and Non-Returnable Items
The following items cannot be returned or refunded unless they arrive faulty or damaged:
• Goods made to your specific specifications or clearly personalised.
• Perishable goods (such as flowers or plants).
7. How to Initiate a Return
To request a return, exchange, or refund under this policy, please reach out to us using the details below:
Contact Name: House of Rose
Email Address: houseofrose@gmail.com