Returns and Refunds Policy
Returns Process You have a 30-day window from the date of delivery to return any items purchased from Abode Haus. To initiate a return, please contact our customer service team with the reason for your return. We will respond with detailed instructions on how to proceed or how we can address your concern. Once you send the product back and we confirm it is in acceptable condition, we will process your refund within 14 days. For Christmas purchases made between 1 November 2025 and 31 December 2025, the return period is extended until 31 January 2026. Damaged Items If your order arrives damaged, notify us via the contact form or customer service within seven days. We will guide you through the next steps to resolve the issue promptly. Unwanted Items If you have ordered incorrectly or no longer wish to keep an item, consumers may exercise their 30-day cooling-off rights. For more details, please refer to the cooling-off section in our terms and conditions. If you need assistance, contact our customer service team for full support and guidance.
If you are a consumer, you may have the legal right to cancel your contract (“cooling off”) within 30 days of receiving the goods. To do so, you must provide us with a clear statement expressing your wish to cancel and return the items to us at your own expense within 14 days. Products should be returned unused, in their original packaging, and in the same condition as received. If you prefer, we can arrange a collection within the UK Mainland by contacting customer service; please note a collection fee will apply and be deducted from your refund. Refunds, minus any deductions for damage caused by improper handling, will be issued within 14 days of receiving the returned goods or proof of dispatch. Refunds will be processed via the original payment method and typically take 7–14 days to appear in your account. You will be informed once your return has been received and processed. If you have not received your refund within four weeks of returning the items, please contact us.
If you find any parts missing from your item, please contact us within 30 days of delivery via customer service page or using the contact form. Be sure to provide the item name, code, and details of the missing part so we can assist you promptly. For faulty goods, you have several options within 30 days of delivery: refund, partial refund, replacement parts, or a full replacement. After 30 days, replacement parts or full replacements may be available within 12 months for electrical items and 6 months for non-electrical items. We presume faults within these periods were present at delivery. Please provide photographic or video evidence where possible to help us resolve the issue efficiently. If you wish to cancel your order before delivery, contact us immediately via the contact form or customer service (Monday to Friday, 9 am–5 pm). If the order has not yet been dispatched, we will cancel and refund it. Due to our 24-hour dispatch process, your order may already be on its way. In that case, you can attempt to stop delivery through the courier’s tracking portal or refuse the delivery upon arrival. If you do not refuse delivery and are a consumer, you may still be entitled to return the goods for a refund under the “Unwanted Goods” policy.
Order Acceptance Occasionally, we may be unable to fulfill an order due to stock limitations, inaccuracies in product details, or payment issues, which may result in order cancellation. In certain cases, we might request additional verification before confirming an order. We will contact you if any of these situations occur. Fair Use Policy If we detect an unusual pattern of returns or have reasonable grounds to suspect abuse or fraud by a customer or trader, we reserve the right to reject the order under our Fair Use policy. Grounds for rejection include, but are not limited to: - Excessive return frequency compared to order frequency - Repeated claims of missing or faulty parts or goods - Use of false or fraudulent identities When such behavior is identified consistently, we will assess each case individually and may cancel orders or restrict the customer’s ability to purchase from Abode Haus temporarily or permanently. An order is considered accepted and a binding contract is formed once we send a dispatch confirmation email. This policy does not affect customers’ rights to return purchased goods.
