Returns & Refunds

You have 30 days from delivery to raise a return. This page explains what qualifies, who pays the return shipping, and the exact steps. The binding version is our Refund and Return Policy.

What we accept

the item arrived defective or damaged;
the wrong item was shipped;
the item is not as described.

Anything outside this list — email hi@thehouseland.com with photos and a short explanation, and we will look at it case by case.

Who pays the return shipping

If the item was defective, damaged on arrival, or we sent the wrong thing, Houseland pays the return shipping. In every other case the return shipping is yours. Damage caused during assembly or handling after delivery is not covered.

How to start a return

Email hi@thehouseland.com with your order number and the reason.
Attach photos or a short video if the item is damaged or incorrect.
Wait for our reply with the return address. Returns sent without authorisation cannot be accepted.
Pack the item with its original packaging, invoice and all parts.
Ship it back and send us the tracking number.

We answer return requests within 48 hours. Once the item reaches us we inspect it and process the refund or replacement within 5 business days.

When the money arrives

Refunds go back to the original payment method within 7–10 business days of processing. Your bank may take a further 2–5 business days to show it. Shipping fees paid at purchase are deducted from the refund, including on free-shipping orders where the cost was carried in the price.

Cancelling an order

Before it leaves the warehouse — cancel free of charge.
After it has left the warehouse — a 2% processing fee applies.
Once a tracking label is created and the parcel is moving — up to 15%.
Custom or specialty items cancelled before shipping — 10%, as they cannot be resold. Once such an item ships, it cannot be cancelled.