Return and refund policy

🔄 Returns, Refunds & Exchanges

London Houseware — fair, transparent, built around you
Last updated: 16 May 2026
⚠️ IMPORTANT NOTICE: Nothing in this Returns and Refunds Policy affects your statutory legal rights. The Consumer Rights Act 2015 gives you certain rights (faulty goods, not as described). This policy does not replace those rights.

1. Our 30-Day Return Promise

We want you to love your purchase from London Houseware. You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as you received it — unworn, unused, with original tags and packaging, and proof of purchase.

To start a return, contact us at support@londonhouseware.com. If accepted, we'll send return instructions and a shipping label (where applicable). Items sent back without prior authorisation may not be accepted.

✅ Quick summary: 30 days to change your mind • Unworn/unused condition • Original packaging required • We'll guide you through the process.

2. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery. If you discover a fault, damage, or receive the wrong item, contact us as soon as reasonably possible (ideally within 48 hours). Do not attempt to repair the product yourself — this may void your rights.

🔧 Within 30 days of delivery

You are entitled to a full refund or exchange (subject to stock). No collection fees apply — we cover the cost.

No charge for return/exchange

📅 After 30 days (within guarantee)

Contact us or the manufacturer for warranty support. We will help coordinate repairs or replacements where applicable.

Damage on delivery: If any damage is noted when our courier delivers, please note it on the delivery receipt and report it within 48 hours to ensure a full refund or replacement.

3. Unwanted Items & Cooling-Off Period

Under UK Consumer Contracts Regulations, you have a 14-day cooling-off period starting from the day after you receive your item. You may cancel for any reason. If you return after 14 days (but within 30 days), collection charges may apply.

Situation / Item Type Standard Items (small appliances, TVs under 55") Large / XL Items (range cookers, American fridges, 65"+ TVs)
Return within 14 days (unused, boxed) £100 collection fee (or you arrange return via DPD at lower cost) £175 collection fee
Return within 14 days (unboxed but unused) £100 fee + possible partial refund deduction £175 fee + possible deduction
Return between 15–30 days (unused) £100 collection fee £175 collection fee
Used / installed product (no fault) May not be eligible for refund (faulty items excluded) Not eligible unless faulty
📦 Customer-arranged returns (small items): For small appliances/coffee machines, you may return via DPD at your own cost. We generally only accept DPD as a return courier. If you prefer us to collect, a £35 collection fee applies (reduced if exchanging).

4. Cancelling an Order Before Delivery

You can cancel your order at any time before dispatch. However, if you cancel after 4:00pm on the day prior to delivery or on the delivery day itself, a late cancellation fee of £30 per item applies (large items: £75). This also applies if delivery cannot be completed due to access issues or nobody being present.

5. Summary of Service Charges (When Customer Is at Fault)

Charge Type Standard Items Large / XL Items
Re-delivery (after failed attempt) £30 per item £75 per item
Cancellation after receipt of goods (collection charge) £100 per item £175 per item
Failed installation / call-out charge 100% of connection charge 100% of connection charge
Collection for unwanted items (within 14 days) £100 £175
Exchange within 14 days (unused) £50 collection £75 collection

We will only apply these charges if you are at fault (e.g., changing your mind after delivery, failing to be home). If the item is faulty or damaged due to our error, there are zero charges.

6. Exchanges

The fastest way to get the item you want is to return the original product (once accepted) and place a separate order. However, we offer direct exchanges for eligible items within 14 days:

Exchange Type Standard Items Large Items
Within 14 days – boxed / unboxed but unused £50 collection fee £75 collection fee
Faulty or damaged product within 30 days (exchange) No charge No charge

If products have been used or installed, you may not be eligible for an exchange unless there is a clear fault.

7. Refunds (How & When)

Once we receive and inspect your return, we will notify you of approval or rejection. If approved, we'll automatically refund your original payment method within 10 business days. Please remember that banks or credit card issuers may take additional time to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@londonhouseware.com. We reserve the right to deduct up to 50% of the refund value if the item is returned in a damaged condition (beyond normal handling) or missing parts.

8. Non-Returnable Items

  • Perishable goods (food, flowers, plants)
  • Custom products or special orders (made to your specifications)
  • Personal care goods (beauty products, earrings, hygiene-sensitive items)
  • Hazardous materials, flammable liquids, or gases
  • Sale items (final clearance) and gift cards
  • Downloadable software or digital products

If you are unsure about a specific product, please contact us before buying.

9. European Union Cooling-Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification. The item must be in original condition, unworn/unused, with tags and original packaging. Proof of purchase is required.

10. Your Duty of Care

While the product is in your possession, you have a duty to take reasonable care of it. We reserve the right to charge for any damage that may have occurred during this period (excluding fair wear and tear). If you return a product in an unsellable condition due to misuse, we may deduct an appropriate amount from your refund.

📦 Packaging tip: Keep original packaging for at least 30 days. If you no longer have the original packaging, you may only be eligible for a partial refund.

11. How to Start a Return

Simply email support@londonhouseware.com with your order number, item(s) you wish to return, and reason. Our team will respond within 1 business day with a return authorisation and shipping label (if applicable). Please do not send items back without authorisation — they may be rejected.

Return address (for pre-approved returns): London Houseware Returns, Vintage House, 36–37 Albert Embankment, London, SE1 7TL, United Kingdom. (Only send items after receiving confirmation).

📞 Need help with a return or refund?

Our UK customer service team is ready to assist with faulty items, exchanges, or any questions about this policy.
London Houseware
Vintage House, 36–37 Albert Embankment, London, SE1 7TL
📧 support@londonhouseware.com  |  📞 020 7870 3456
Mon–Fri 9am–6pm, Sat 10am–2pm

We aim to resolve all return queries within 24 hours.

London Houseware Fair Returns Commitment — We balance flexibility with fairness. Nothing in this policy affects your statutory rights. For faulty or misdescribed products, the Consumer Rights Act 2015 always applies.