Refund policy

Refund & Return Policy

This Refund and Return Policy ("Policy") applies to all online purchases made at Haus Haus. Please read this Policy carefully before making a purchase so you understand your rights and what to expect if you are not satisfied with your order.

General

  • For hygiene purposes, we do not accept returns or exchanges on all kitchenware — including dinnerware, cutlery, drinkware, and barware — unless the item is faulty or damaged.
  • All return requests must be authorized by us before sending any item back. Unauthorized returns will not be accepted and may be returned to sender at the customer's expense.
  • Discounted or sale items are final sale and cannot be returned or exchanged.

Change of Mind

We do not offer refunds for change of mind purchases, or if you find the same product at a lower price elsewhere. Please choose carefully before completing your order.

Products Damaged During Delivery

If your order arrives damaged, please contact us within 5 days of receiving your order at info@haushaus.us with the following:

  • Your order number
  • Photo(s) clearly showing the damage
  • Proof of purchase

Upon review, we will arrange collection of the damaged item and offer either a replacement of an equivalent product or a full refund. Requests made after 5 days of delivery may not be eligible.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 5 days of receiving your order. We will cover all return shipping costs and arrange a replacement or refund at no additional cost to you.

Exceptions — Non-Eligible Returns

We may refuse a repair, replacement, or refund if:

  • The product was misused or damaged through abnormal use.
  • You were made aware of the defect or issue prior to purchase.
  • The product was customized, altered, or designed to your specifications against our advice, or the instructions provided were unclear.
  • The item is a discounted or final sale product.

Shipping Costs for Returns

  • If the item has a major defect or was damaged in transit, Haus Haus will cover all return shipping and replacement shipping costs.
  • For all other approved returns, the customer is responsible for return shipping costs.
  • If we arrange and pay for return shipping on your behalf and the item is found to be ineligible for a refund or replacement under this Policy, the shipping and inspection costs will be charged back to you.

Response & Processing Time

  • We aim to respond to all return and refund requests within 72 hours.
  • Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or card provider.

Contact Us

For any questions regarding returns, refunds, or this Policy, please contact us at info@haushaus.us.