Returns & Refunds Policy
We hope you are completely happy with your Haus & Orde purchase. If something is not quite right, please contact us and we will do our best to assist you.
Return Period
Customers have 14 calendar days from the date the product is received to request a return.
To request a return, please contact us at beth@hausandorde.com with your order number, the item you would like to return and the reason for the return.
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Please do not send any products back before contacting us. We will confirm the correct return process and return address for your order.
Return Conditions
To be eligible for a return, products must be:
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unused
undamaged
in their original condition
in their original packaging where possible
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We reserve the right to refuse a return or reduce the refund amount if the product has been used, damaged, altered or returned in a condition that makes it unsuitable for resale.
Return Shipping
For returns where the customer has changed their mind, the customer is responsible for the cost of return shipping, unless otherwise agreed by Haus & Orde.
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We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged during return shipping.
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If an item arrives damaged, faulty or does not match the product description, please contact us within 48 hours of delivery with your order number and clear photos of the product and packaging. In these cases, we will assist with the appropriate solution, which may include a replacement, refund or return shipping support.
Refunds
Once the returned item has been received and checked, we will confirm whether the refund has been approved.
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Approved refunds will be processed to the original payment method. Please allow time for your bank or payment provider to process the refund.
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Where applicable, the original standard delivery cost will be refunded in line with consumer law. Return shipping costs are not refunded unless the item is faulty, damaged or incorrect, or unless otherwise agreed by Haus & Orde.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at beth@hausandorde.com.
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Please include:
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your order number
a short description of the issue
clear photos of the product
clear photos of the packaging
We will review the issue and advise on the next steps.
Items That Cannot Be Returned
Certain items may not be eligible for return, including:
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personalised or custom-made products
products that have been used or damaged after delivery
products that are not returned in their original condition
sealed products that cannot be returned for hygiene reasons once opened
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This does not affect your statutory rights.
Dropshipping and Supplier Fulfilment
Some Haus & Orde products are fulfilled directly by trusted third-party suppliers. This means that the return address and return process may vary depending on the product ordered.
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Haus & Orde remains your point of contact for all return and refund requests. Please contact us first so that we can guide you through the correct process.
Statutory Rights
Nothing in this Returns & Refunds Policy affects any statutory rights that may apply under Dutch or EU consumer law.