Items may be returned or exchanged within 14 days of purchase, subject to the conditions below.

To be eligible for a return, items must:

• Be unused and in their original condition, with all labels, tags, and original packaging intact.
  
• Be accompanied by proof of purchase, such as a receipt, order reference, and delivery note.
  
• Where items require assembly, customers must fully disassemble and repackage the items in their original packaging, ensuring they remain in perfect condition.

Please note: where a customer has paid for delivery and/or assembly services, these services are non-refundable.

• Bespoke or made-to-order furniture, manufactured specifically for the customer, cannot be returned unless faulty.
  
• Mattresses and pillows that have been opened or used cannot be returned due to health and hygiene regulations.

Storage, Delayed Delivery & Bespoke Order Policy

Please note that cancellation requests are time-sensitive, even where goods have not yet been delivered.

Where an order has a delayed delivery date or where items have been stored for more than 14 days, the following charges will apply upon cancellation:

• £75 cancellation fee
  
• £75 restocking/storage fee (to cover handling, packaging, storage, and logistics costs)
  

These charges are deductible from any deposits or payments received and represent genuine costs incurred, including wrapping, unwrapping, storing, and the careful handling of large, fragile, and high-value goods.

To avoid these charges, customers must notify us of their intention to cancel within 14 days of placing the order, regardless of whether the items have been delivered.

Please be aware that we incur significant costs and commit business capital prior to delivery, including ordering stock, preparation, packaging, storage, and logistics. Additionally, due to finance and payment arrangements commonly used within our industry, payment is often only received after goods have been delivered. As a result, cancellations made after the 14-day period may cause direct financial loss to our business.

Bespoke & Made-to-Order Items

For bespoke or made-to-order items, any cancellation requested after 14 days from the order date and once the manufacturing process has commenced will incur the following charges:

• £75 cancellation fee
  
• £100 manufacturing cost fee
  

These charges will be deducted from any deposits or payments received. Once manufacturing has commenced, bespoke and made-to-order items are non-refundable unless faulty.

Refunds are processed strictly in accordance with these Terms & Conditions.

We will contact the customer to arrange collection of returned item(s). Where the entire order is returned, we will refund the cost of the item(s). Any delivery charges paid will be refunded only where applicable and in accordance with these Terms & Conditions.

Please note:

• Collection costs will be deducted from the total refund amount. The collection cost will be advised at the time the return is requested.
  
• Postage or delivery charges incurred for returning items to us are non-refundable.
  
• Refunds will be issued within 14 working days of receipt of the returned item(s) or confirmation of collection.
  

In the event that item(s) are returned on the day of delivery using the same delivery vehicle, we will contact the customer within 2–5 working days to confirm whether they wish to proceed with an exchange or a refund.

All refunds remain subject to any applicable cancellation, storage, restocking, or manufacturing fees outlined in these Terms & Conditions.

Items are eligible for exchange only if they are faulty or damaged, and the issue is reported within 14 days of delivery.

Customers must contact us at info@houseofbrands.co.uk to arrange a replacement for the same item.

All items are delivered flat-packed for quality control and ease of access. Assembly is provided only where an assembly service has been purchased.

Customers are responsible for disposing of their own packaging, even where an assembly service has been purchased. Couriers are unable to remove packaging, as this is classed as commercial waste.

If a customer refuses delivery due to failure to read or accept these Terms & Conditions, the items will be returned, and the customer will be refunded the product price excluding delivery charges.

Please note that bespoke or made-to-order items are non-refundable in such circumstances.

For any questions relating to returns, cancellations, refunds, or exchanges, please contact us at:

info@thehouseofbrands.co.uk